MULTILINGUAL CHATBOTS: HOW TO PROVIDE TOP-NOTCH CUSTOMER SUPPORT

Multilingual chatbots are one of the most efficient ways to provide customer support on your website or app. Give users the answers they need in their language.

There was a time when chatbots used to sound like what they are, robots. When interacting with one, it was obvious that you were getting canned responses. They sounded anything but human.

But chatbots have come a long way with the addition of artificial intelligence. They are getting better at mimicking human interactions and becoming more natural. To the point that, according to a study conducted by Zendesk, 69% of customers seeking support now find themselves asking bots a wider range of questions than before.

Bots are a great way to deal with support requests quickly and efficiently. Even more so when they can handle queries in different languages.

Struggling to provide in-language support to your customers around the world? Keep on reading to find out how multilingual bots can be the answer.

In-language experience: the key to customer satisfaction

Picture this: You’re booking the flight and accommodation for your summer vacation online. There’s a glitch in the platform while entering your payment details. As a result, you don’t know whether the payment has gone through.

You click on the button to get assistance and explain what has happened… only to get an answer in a language you can’t understand! In a split second, your experience becomes negative. Because you didn’t get the support you needed at a crucial moment.

The fact is, localizing your website content and product information is not enough to ensure your customers enjoy a positive experience with your brand. Your support content has to be available in a language your customers can interact with.

Here are some enlightening conclusions from a study conducted by HubSpot:

  • 50% of customers buy more from a brand after a positive customer service experience.
  • 70% of customers expect to have a self-service option on the website they are buying from.
  • Customers prefer to buy in-language.

So, if we read between the lines, the way to your customer’s heart is offering in-language support. And that’s where multilingual chatbots come in.

How multilingual chatbots improve your customer support

Using a chatbot in a multilingual mode implies that its answers are in the user’s language. That is, if the visitor speaks English, then the replies and buttons of the chatbot are in English. This makes it possible to engage customers in a life-like, in-language conversation.

Now, chatbots do much more than just answer questions. They are your brand’s first line of defense for customer support, your virtual assistant.

These are some other tasks they can perform:

  • Find help articles.
  • Send links to relevant web pages.
  • Set up a support call for the customer.

In other words, they deal with incoming support requests and provide visitors with answers and access to information.

In so doing, they help you:

  • Engage your visitors.
  • Save time by automating business processes.
  • Discover important information about your prospects.
  • Increase your customer satisfaction by getting immediate support.

Creating a chatbot persona

The key for users to forget they are interacting with a robot is to give your chatbot a personality. In other words, you should decide on its voice, tone, and behavior. This will determine how your chatbot greets visitors, guides users to resources, or asks for feedback.

And let’s not forget that a chatbot is an extension of your brand. As such, its persona should be consistent with how you communicate on other platforms and channels.

Getting your chatbot to speak different languages

Once you have your chatbot persona, keep it consistent in every language. Remember that this is your virtual assistant who will interact with your customers. So, a literal translation won’t do. You need your translated content to be conversational for your chatbot to sound natural.

This involves crafting a vocabulary and expressions that align with your users:

  • Including familiar phrases, sayings, or idioms.
  • Employing direct appeals or vocatives.
  • Using interjections.
  • Injecting humor (as long as this is consistent with your brand personality).

The benefits of human translation for chatbot content

Modern chatbots may be capable of using Neural Machine Translation (NMT) engines to adapt content to different languages. But, if you want to preserve the human touch in your customer service, having a professional linguist translate the responses for your AI-powered chatbot will do the trick.

How can a translator help you improve your chatbot’s communication skills?

  • Ensuring clarity: developing translations that effectively handle ambiguity in user queries, providing clear and accurate responses.
  • Creating a cohesive user experience: maintaining consistency in terminology.
  • Accounting for language variations: ensuring translations are relevant across diverse locales.
  • Adapting cultural references: finding equivalents that resonate with your target audience.
  • Maintaining brand identity: making sure your personality and messaging remain intact.

There’s no denying that multilingual chatbots are a key element in providing in-language support. Now, you can enhance user engagement and satisfaction by having a translator find the right words for your chatbot.

We help you create a multilingual support experience that aligns with your brand objectives and user expectations.

Ready to give your chatbot a human touch? Contact us and tell us about your needs.

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