A multilingual live chat feature included with Skylink Cube can recognize and adjust to customers’ languages automatically. Let’s understand multilingual chat.
As your company expands its reach internationally, an important customer service question arises: how do you provide effective multilingual live chat for customer support?
According to the most recent NewVoiceMedia research, 86% of customers are prepared to conduct business with a company if they can form an emotional connection with a customer service employee. The first step toward this goal is to provide high-rate multilingual solutions. After all, you can’t connect with your client if you can’t communicate with each other.
The ideal response is a multilingual live chat service. Comparing hiring bilingual or multilingual customer care professionals is less expensive and more effective and can assist increase conversions, customer experience, and customer loyalty. An increasing number of multilingual chat services are available on the market as chat translation becomes more and more popular. This post will explain the characteristics to look for when selecting the finest multilingual live chat for customer support.
Real-time Chat Translation
A multilingual live chat with real-time translation is what you want. This entails instant translation from the target language into English when an agent receives a message and vice versa when an agent sends a message to a customer.
Suppose a multilingual live chat does not use real-time translation. In that case, it indicates that the agents are either translating the messages themselves using a translator or relying on translated present responses (which means there is a limit to the number of messages they can deliver). The chat speed will be significantly decreased by copying a message, pasting it into a translator in a different tab, waiting for it to translate, copying it again, and then pasting it back into the chat.
Can It Recognize Languages?
This relates to the quickness of a live chat, especially when the customer sends their initial message.
Real-time translation of the initial message and a prompt initial response from the agent are both possible if the translator can automatically determine the language being used. There will be a delay if the language cannot be detected because the agent will have to determine which language they require help with and choose it.
A multilingual live chat tool is also more user-friendly for contact center employees, thanks to language detection. It can be difficult to tell what language something is if you don’t know it, especially if it’s written down rather than spoken. For instance, how do written Spanish and Portuguese appear?
What Is the Number of Languages the Service Supports?
It’s crucial to think about how many languages a multi-language live chat for customer support can use. While some solutions support more than one hundred languages, others only translate a few.
Most of your translation needs will probably be met by those who support a limited number of languages, but why spend the money on a multilingual live chat and stop there? You can provide excellent customer care to consumers regardless of their language if you use a service that offers translation for more than one hundred languages, which has its advantages.
You might, for instance, have a consumer who needs assistance in Finnish. You can accomplish this with a multilingual live chat that supports more than a hundred different languages, earning yourself a happy client who will probably buy from you again. They might even tell everyone they know about this wonderful organization that aids and information in Finnish, bringing you more clients!
It is worthwhile and a wise investment in the future of your company to be able to provide first-rate customer service in as many different languages as you can.
Is the Most Cutting-edge Machine Translation Utilized?
Machine translation is used by most real-time live chat translators (MT). Without human intervention, machine translation (MT) software can translate text into a target language. Numerous multilingual live chats link to their systems via an API and use generic MT systems. The most popular ones include Microsoft Translator/Bing and Google Translate.
The most crucial thing to remember is to make sure your selected multi-language live chat for customer support uses the most recent version of the provider’s generic MT if it does at all. You want to get the best version of this technology since it is always being updated and enhanced to give you the greatest translation feature.
Can Both Parties see the Original and Translated Communications?
It is uncommon for a multilingual chat to show both the original and translated versions of messages exchanged to the consumer. This is typical for contact center agents using the chat. Why would the consumer want to read the English version if they need assistance in another language? This may seem like a strange thing to do. However, it might be advantageous to present both versions to the client.
The primary cause has to do with translation errors. Most multilingual live chat for customer support tools interpret messages using machine translation services like Google Translate. Even while they are getting more and more accurate, they occasionally translate too literally, which results in the translated version differing slightly from how a natural speaker would express the intended message.
The consumer is typically not hindered from comprehending the message, but by presenting the untranslated English version, they may be able to determine the agent’s intent from the context. Additionally, the user can utilize a dictionary to look up the English word and view other potential translations that would make sense if a certain word has been translated incorrectly, given the circumstances.
Is It an Integrated or an Add-on Feature?
Live chats with many languages come in two varieties. A live chat service that includes real-time live chat language translation as a built-in function is the first option. In other words, translation is a part of live chat by default. The translation capability can also be added to your live chat as an accessorial feature. It indicates that distinct businesses oversee managing your live chat and the translation tool.
The preferable choice is to have a built-in translation capability because you only must pay for one live chat service and no additional setup, which saves you time and money. Additionally, it guarantees that the translation functionality functions because there won’t be any problems with the systems interacting.
The above-mentioned features are most in-demand when choosing the best multilingual live chat platform. We hope this blog will help you make a better choice. About Skylink Cube, it offers a swift and secure live chat facility via texting, audio/video calling, and compatibility with chat translation add-ons.