In any market, customer experience is a critical competitive battleground. Effective communication is central to providing satisfying experiences and long-lasting customer relationships. This poses particular challenges in a diverse and multilingual region like the Middle East.
Take the UAE. Foreign residents comprise approximately 90% of the population, and over 100 languages are spoken (De Gruyter). While Arabic and English are certainly common for doing business, they are by no means the only languages in use. Consequently, multilingual customer support is a key driver for companies that want to serve the region’s diverse business population effectively.
Increasingly, customer experience solutions that cater to these growing linguistic needs, such as EDC’s Conversational AI technology, are in demand. They represent the best method for engaging and interacting with a broad multilingual customer base.
Why your customers appreciate multilingual support
Customers need and appreciate multilingual support on a purely functional level. Without it, they may struggle to communicate with a brand and will usually transition to a competitor that can communicate with them more clearly. However, providing multilingual support isn’t just functional. When customers receive support in their native language, they feel valued, respected, and more connected to that brand. They are more likely to trust your business.
This translates into improved customer loyalty. 29% of businesses report losing customers because they did not offer multilingual support, while 70% of customers say they are more loyal to businesses that offer support in their first language (MissionTranslate).
EDC speaks your language
EDC’s Conversational AI tool makes it easier to create and deploy multi-lingual customer support. From speech-enabled interfaces to intelligent chatbots, conversational AI can help your business converse and communicate in multiple languages, provide real-time translations, and personalize the customer experience. This benefits businesses in several ways:
Operational efficiency
Hiring significant numbers of multilingual agents to staff a linguistically diverse contact center can be prohibitively expensive for most businesses. Even if your company has the resources to finance such a move, sourcing a sufficient number of highly skilled agents to handle customer interactions in multiple languages would likely be impractical. Conversational AI reduces the need for large multilingual teams, making your contact center more efficient and freeing up agents to work on cases requiring a more human touch. At the same time, the ability to handle customer interactions in multiple languages through a single platform streamlines operations and simplifies support provision.
Multichannel multilingual customer support
Enabling customers to communicate in their preferred language is the first step. But, to exploit the full potential of multilingual support, businesses need to allow their customers to communicate in their preferred languages and on their preferred platforms. Whether it’s SMS, email, live chat, or social media, EDC’s Conversational AI solutions can be implemented across all channels to facilitate a satisfying customer experience that reinforces loyalty to the brand.
Multilingual support with EDC’s Conversational AI
In a globalized economy, where international commerce is commonplace and business hubs like the Middle East are increasingly diverse, multilingual support will become the norm. And this will be driven by AI. For businesses operating in the Middle East, there are two options: Embrace AI-led multilingual customer experiences now and gain a competitive advantage, rr wait for competitors to get there first, leaving you scrambling to catch up. At EDC, we are ready to help you realize your full potential and achieve as broad an appeal as possible by meeting customers on their terms, in their preferred languages, and on their favorite channels.
If you want to learn more about how EDC Conversational AI can make your customers feel more valued, whatever language they speak, get in touch via our online contact form
