How to Improve Your Customer Experience

GeoFluent,帮助您提升客户体验!

2020-03-24 10:40 lionbridge

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Increasingly, consumers are looking for a partner that can meet their high standards for a positive experience. For Lionbridge that means fast, quality service, in their preferred language. Enter GeoFluent, our patented virtual translation tool. GeoFluent allows businesses to improve customer experience by adding real-time, customized language support to any communications channel, securely and cost-effectively. During our webinar, Lionbridge GeoFluent experts Arnie Koh and Ryan Erwin assessed current consumer trends, introduced GeoFluent and its over-the-phone interpretation (OPI) add-in, and walked viewers through a live demonstration of the products’ capabilities. Here are the top 5 takeaways:   #1 Customer Support = Customer Experience = Brand The quality of your customer support directly translates to the quality of your customer’s experience, which in turn strengthens brand loyalty. In other words, improving customer experience is more important than ever. Equipping your teams with the most forward-thinking customer care strategies is critical to retaining and strengthening your relationship with customers.   #2 Customers Expect Digital Convenience and Companies are Responding More and more businesses are deploying powerful technological assets such as chatbots, AI-powered conversation tools, advanced voice prompting technologies and more. In this increasingly digital world, customers demand the advantages that accompany digital advancements. Improve customer experience by offering these top technological conveniences and benefits: Mobile-friendly interfaces Self-service options 24/7 customer support availability A personalized experience: Right person. Right information. Right time.   #3 Customers Still Want to Reach Humans While technological advancements are more sophisticated than ever, studies show customers still primarily prefer to interact with real humans. 30% of customers say speaking with a knowledgeable and friendly agent is the most important aspect of customer service. This is particularly valued for specific support cases including the need to: Troubleshoot complex technical, or account issues Handle financial issues and billing dispute Escalate cases #4 Language is the First Aspect of Personalization in Customer Service Today’s customers demand personalization. Communicating to your customers in their preferred language is the most important level of personalization. They will form their first impression based on the language you use. Still, modern customers are experiencing a language disconnect: most customer support interactions are conducted in English, but 72% of global customers prefer another language. Resolving this linguistic disparity will not only facilitate communication, but improve customer experience.   #5  GeoFluent and the OPI Add-in Can Help GeoFluent equips companies with a virtual translation tool to reach customers in their preferred language, quickly and easily. GeoFluent’s key advantages: A customized linguistic engine to fit the needs of your specific brand and customer base A seamless integration with your current tools and strategies, resulting in seamless translations for you and your clients. An OPI add-in that provides real-time interpretation services by highly-skilled linguists in over 350 languages.   Your customers expect the best. Now you can give it to them. Watch our webinar and in just 45 minutes you’ll discover the impressive translation capabilities of GeoFluent and take your customer support to the next level.   Get in touch Contact a GeoFluent expert.
越来越多的消费者正在寻找能满足其高标准的合作伙伴,以获得积极的用户体验。对 Lionbridge 而言,这意味着使用客户首选语言,为客户提供快速、优质的服务。请进入GeoFluent,我们已取得专利的虚拟翻译工具。通过向所有沟通渠道安全经济地添加实时且定制化的语言支持,GeoFluent帮助企业改善客户体验。在我们的网络研讨会上,Lionbridge GeoFluent的专家Arnie Koh和Ryan Erwin评估了当前的消费者趋势,介绍了GeoFluent及其电话口译( OPI )插件,并向观众现场展示了产品功能。 以下是5大要点: 1.客户支持=客户体验=品牌 客户支持的质量可直接理解为客户体验的质量,高质量的客户体验进而可增强品牌忠诚度。换言之,改善客户体验的重要性是史无前例的。为您的团队制订最具前瞻性的客户服务战略,对于保持和加强您与客户的关系至关重要。 2.客户期望数字化便利,公司正在采取措施 越来越多的企业正在部署强大的技术资产,如聊天机器人、AI对话工具、先进的语音提示技术等。在这个日益数字化的世界,客户需要数字化发展带来的优势。 通过提供以下顶尖的技术便利和优势,改善客户体验: 移动友好型接口 自助服务选项 24/7全天候客户支持 个性化体验:合适人选、正确信息,以及适当时机。 3.客户仍想与人类互动 尽管技术进步比以往任何时候都复杂,但研究显示,客户仍喜欢与真实的人类互动。30%的客户表示,客户服务最重要的方面是与一位知识渊博且友好的代理交谈。 对于某些特定的支持案例,尤其是有以下需求的案例而言,这一条尤为重要: 需解决复杂的技术或帐户问题 需处理财务问题和帐单纠纷 需升级案例 4.语言服务是客户服务个性化的第一步 当今客户要求个性化服务。用客户的首选语言与其沟通是个性化最重要的一环。客户将根据您使用的语言形成对您的第一印象。然而,当今的客户正经历着语言断联:大多数的客户支持交互以英语进行,但72%的全球客户习惯使用另一种语言。解决这一语言断联,不仅可以促进沟通,还可以改善客户体验。 5.GeoFluent和OPI插件可以提供帮助 GeoFluent为公司提供虚拟翻译工具,帮助公司快速、方便地以客户的首选语言联系客户。 GeoFluent的主要优势: 定制的语言引擎,以满足特定品牌和客户群的需求 与您目前使用的工具和策略无缝集成,从而为您和您的客户提供顺畅的翻译。 通过OPI 插件,客户可享受高度熟练的语言学家提供的350多种语言的实时口译服务。 你的客户期待最优质的服务。现在,您便可为他们提供最优质的服务。观看我们的网络研讨会,在短短45分钟内,您将发现GeoFluent令人印象深刻的翻译功能,并将您的客户服务提升到新的水平。 请联系我们 联系GeoFluent专家。 译后编辑:吴晨昱(中山大学)

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