How Multi-Language Chatbots Speed Up Your Business Growth
We’ve all been in conversations where a friend starts telling us a story about the experience they’ve had with a business. Usually, and that’s probably down to human nature, it’s been a negative experience. We lean in and listen to the ins and outs of their story, taking mental notes about the business they’re talking about. We want to know firsthand because, if they’ve had a negative experience, chances are we’ll avoid that business in the future.
It takes just one bad experience for someone to be put off by a business or to stop doing business with them entirely. Customers really value the level of support businesses give them. In a recent survey of customers in the Nordics, we found that 77% of customers stopped buying from a brand because of poor customer service. That number is alarming but it’s also understandable. Here’s where multi-language chatbots come in.
Multi-language chatbots are exactly what they sound like: chatbots that speak many languages. They use AI technology and Natural Language Processing (NLP) and can easily be programmed to offer support in any number of languages other than English. Because multi-language chatbots already exist and can be easily added to a business’s website or e-commerce shop, they can do a lot to take away frustration from customers. If customers can be helped in their own language, the support you have on offer for them is far more accessible to them.
Yes, multi-language chatbots can’t solve all your customer service problems, we know that. But here are three of the benefits of multi-language chatbots that show they’re the perfect solution to some common challenges:
1. Help global customers with simple requests
All service bots help lighten the load of customer service teams. Chatbots are never a replacement for human agents but they take a lot of the redundant work away from them, freeing them up to handle more complex tasks. The same can be said of multi-language bots. While they’ll never replace human agents, they can field some of the more frequently asked questions, especially from customers in different parts of the world.
One of the most successful use cases we know about is with The Norwegian Block Exchange (NBX). Based out of Oslo, NBX helps customers trade in cryptocurrencies (Bitcoin, Ethereum, and other tokens), using their blockchain technology. With such a global audience, it made sense for them to use a multi-language chatbot to support their customers’ queries.
In just a short period of time, they were able to solve 90% of all their inbound inquiries. Not only that, they reported that 15% of all their customers were able to follow through with deposits into their accounts with the help they received front the chatbot. By investing in a multi-language chatbot, they could offer a level of support they wouldn’t previously be able to offer.
2. Give customers better self-service options
Did you know that 63% of online customers in the Nordic region shop late at night? That means that the vast majority of customers are either trying to buy something or resolve a customer support issue outside of normal business hours. If you’re a business that wants to give your customers self-service options, then a multi-language bot is the solution.
Industries like travel and hospitality are regularly dealing with customers that come from all over the world. Imagine the service you could offer these customers if your service bot could speak their language?
Thon Hotels, a popular Norwegian chain of hotels, invested in a multi-language chatbot. Their goal was to get the bot to offer self-service options to their customers, in languages they spoke. They reported a 30% reduction in customer inquiries because of their chatbot.
3. Boost customer satisfaction
Giving your customers quality service is crucial for higher customer satisfaction. Revenue and a profitable ROI are the rewards that come from those commitments. Spending money on a multi-language chatbot pays off in both ways. Let’s look at what Elkjøp, the largest consumer electronics retailer in the Nordics, reported about customer satisfaction after they added a multi-language bot to their site.
Elkjøp invested in their bot because they deal with up to 3000 customer inquiries a day. They recognized that if they wanted to give their customers a better experience of their business, they would need to offer customer support in different languages.
Elkjøp’s foresight paid off. They successfully solved 50% of their customers’ inquiries using their bot! That meant an 80% boost in Elkjøp’s customer satisfaction rate.