Expanding Your Reach: The Value of Multilingual Customer Service

In today’s globalized economy, providing excellent multilingual customer service is more important than ever. One aspect of this that is often overlooked is localization. “Localization” refers to the process of adapting a product or service to meet the linguistic, cultural, and other specific requirements of a particular country or region. In this blog post, we will explore the value of localization in customer service and why businesses need to consider this when providing support to their customers.

Key takeaways:

• Localization is an important aspect of providing excellent customer service and refers to the process of adapting a product or service to meet the linguistic, cultural, and other specific requirements of a particular country or region.
• Multilingual customer service is becoming increasingly important in today’s globalized economy, as businesses are operating in multiple countries and regions and customers expect to be able to communicate in their preferred language.
• To provide effective customer service, businesses must ensure that their customer service team is fluent in the languages they are providing support in and invest in translation and localization services to ensure that customer-facing materials are accurate and easy to understand.
• The gaming industry is a prime example of how localization and multilingual customer service can greatly impact the success of a game in different regions.
• 75 percent of consumers are more likely to buy a product with information in their language; this highlights the importance of providing multilingual customer service to reach a wider range of customers.

Table of Contents: 

• What is multilingual customer service?
• How to Provide Effective Multilingual Customer Service
• The Role of CCC International
• A Real-Life Example: Candy Crush
• Regional Player Engagement and WoW
• Gaming Industry and Localization: Through the Looking Glass
• The Impact of Multilingual Customer Service on the Success of a Game 
• The value of localization in customer service
• The gaming industry and localization

Multilingual customer service refers to the practice of providing customer support in multiple languages. This is becoming increasingly important in today’s globalized economy, as businesses are operating in multiple countries and regions, and customers expect to be able to communicate in their preferred language.

Customer service can take many forms, from providing support through phone, email, or chat in multiple languages to offering translated and localized content such as product manuals and FAQs. The goal of multilingual customer service is to make it easier for customers to communicate and understand the information being provided and to provide a more comfortable and personalized experience for them.

In order to provide effective multilingual customer service, businesses must ensure that their customer service team is fluent in the languages they are providing support. They should also invest in translation and localization services to ensure that all customer-facing materials, such as product manuals and FAQs, are accurate and easy to understand.

 In short, multilingual customer service is the practice of providing customer support in multiple languages. It is becoming increasingly important in today’s globalized economy, as businesses are operating in multiple countries and regions and customers expect to be able to communicate in their preferred language. This practice can be provided through phone, email, or chat in multiple languages to offer translated and localized content such as product manuals and FAQs. The goal of multilingual customer service is to make it easier for customers to communicate and understand the information being provided and to provide a more comfortable and personalized experience for them.

At CCC International, we specialize in providing multilingual customer service for the gaming industry . We have a team of experts that work with some of the biggest names in the industry to provide localization services. We understand that localization is essential for businesses that want to provide excellent customer service and reach new markets. By providing multilingual customer service and localizing their products, businesses can increase customer satisfaction and loyalty, as well as expand their reach to new regions.

One case study that exemplifies this is the popular mobile game “Candy Crush.” When it was first launched in China, the game struggled to perform due to a lack of localization and multilingual customer service. However, when the game was localized and re-released in China with multilingual customer service, it reached the top of the Chinese app store charts. This case demonstrates the impact that localization and multilingual customer service can have on the success of a game in a specific region.

Furthermore, according to a study by Gartner, 89% of consumers will switch to doing  business with a competitor following a poor customer service experience. This underlines the importance of providing excellent customer service, including multilingual customer service, to retain customers and prevent them from switching to competitors. An example of this is the popular online game “World of Warcraft,” which implemented multilingual customer service, including support in multiple languages and localized in-game content. This led to a better understanding of the game mechanics by players from different countries and regions and improved their retention.

The gaming industry is a prime example of how these strategies can greatly impact the success of a game in different regions. According to a study by Common Sense Advisory, 75% of consumers are more likely to buy a product with information in their language. This highlights the importance of providing multilingual customer service to reach a wider range of customers.

Finally, according to a study by the Boston Consulting Group, games that are localized for specific regions see an increase in revenue of up to 200%. It’s clear that localization and customer service are essential for the success of games in different regions. These statistics and case studies demonstrate the importance of multilingual customer service and localization for businesses in the gaming industry. CCC International is a specialized company that provides multilingual customer service and localization services for the gaming industry, and with our help, businesses can expand into new markets with confidence.

As we’ve seen, localization and  customer service are key strategies for businesses operating in multiple countries or regions. In the next section, we will delve deeper into the role of multilingual customer service in the gaming industry and discuss how it can lead to a better overall experience for the customer.

First, let’s talk about the value of localization in customer service. Providing multilingual customer service is essential for businesses that operate in multiple countries or regions. It allows customers to communicate in their preferred language and feel more comfortable and confident when interacting with a business. This, in turn, leads to better customer satisfaction and loyalty.

Furthermore, localizing customer service can also help businesses expand into new markets. By providing support in multiple languages, businesses can reach a wider range of customers and increase their chances of success in new regions. This is particularly important for businesses that operate in the gaming industry, where localization is crucial to the success of a game in different regions.

One of the key advantages of localization in customer service is cultural understanding. A localized customer service team can provide better assistance to customers from different cultures, as they are familiar with the customs and cultural norms of the target market. This allows them to understand and respond to the customer’s needs and concerns more quickly and effectively.

Language fluency is another key advantage of localization in customer service. A localized customer service team can provide assistance in the target market’s native language, making it easier for customers to communicate and understand the information being provided.

Localized content is also an important aspect of localization in customer service. A localized customer service team can provide information and support materials that are tailored to the target market, such as product manuals and FAQs that are translated and localized. This ensures that the customer receives accurate and relevant information that is easy to understand.

Another advantage of localization in customer service is time-zone flexibility. A localized customer service team can provide assistance during the target market’s local business hours, making it more convenient for customers to reach out for support. This ensures that customers can receive help when they need it, rather than having to wait for business hours in another time zone.

Faster resolution time is another benefit of localization in customer service. A localized customer service team can provide faster resolution times as they are familiar with the local laws, regulations, and procedures that may affect the customer’s issue. This ensures that the customer’s problem is resolved as quickly as possible.

Finally, localization in customer service can lead to a better customer experience. A localized customer service team can give the customer a better overall experience because they can understand and respond to the customer’s needs and concerns more quickly and effectively.

There are many benefits to providing multilingual customer service. For one, it allows businesses to reach a wider range of customers and expand into new markets. It also improves customer satisfaction and loyalty, as customers are more likely to stick with a business that they can communicate with in their preferred language. Additionally, providing multilingual customer service can help to reduce the number of customer service calls and inquiries, as customers are better able to understand the information being provided.

In conclusion, localization is essential for businesses that want to provide excellent customer service and reach new markets. By providing multilingual customer service and localizing their products, businesses can increase customer satisfaction and loyalty, as well as expand their reach to new regions. 

At CCC International, we specialize in this area and offer specialized services to help businesses succeed in localization. The key advantages of localization in customer service include cultural understanding, language fluency, localized content, time-zone flexibility, faster resolution times, and a better experience for the customer. By considering these factors and utilizing the services of companies like CCC International, businesses can ensure that they are providing the best possible customer service to their customers.