{"id":16817,"date":"2018-10-11T04:56:00","date_gmt":"2018-10-11T04:56:00","guid":{"rendered":"https:\/\/translatebyhumans.com\/?p=16817"},"modified":"2023-03-15T05:38:49","modified_gmt":"2023-03-15T05:38:49","slug":"stories-of-successful-multilingual-customer-service","status":"publish","type":"post","link":"https:\/\/translatebyhumans.com\/blog\/multilingual-customer-service-stories\/","title":{"rendered":"Stories of Successful Multilingual Customer Service"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"16817\" class=\"elementor elementor-16817\" data-elementor-post-type=\"post\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-3df9880 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"3df9880\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-bfdb2aa\" data-id=\"bfdb2aa\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-4162818 elementor-widget elementor-widget-tbhtheme-category-listing\" data-id=\"4162818\" data-element_type=\"widget\" data-widget_type=\"tbhtheme-category-listing.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<ul class=\"tbh-category-listing\"><li style=\"background-image: url(https:\/\/translatebyhumans.com\/wp-content\/uploads\/2021\/05\/multilingual-customer-service.jpg)\"><a href=\"https:\/\/translatebyhumans.com\/blog\/category\/multilingual-customer-service\/\">Multilingual Customer Service<\/a><\/li><\/ul>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-fae3b81 tbh-author-info elementor-widget elementor-widget-post-info\" data-id=\"fae3b81\" data-element_type=\"widget\" data-widget_type=\"post-info.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<link rel=\"stylesheet\" href=\"https:\/\/translatebyhumans.com\/wp-content\/plugins\/elementor\/assets\/css\/widget-icon-list.min.css\"><link rel=\"stylesheet\" href=\"https:\/\/translatebyhumans.com\/wp-content\/plugins\/elementor-pro\/assets\/css\/widget-theme-elements.min.css\">\t\t<ul class=\"elementor-inline-items elementor-icon-list-items elementor-post-info\">\n\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item elementor-repeater-item-a165090 elementor-inline-item\" itemprop=\"author\">\n\t\t\t\t\t\t<a href=\"https:\/\/translatebyhumans.com\/blog\/author\/ruju\/\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t\t<img decoding=\"async\" class=\"elementor-avatar\" src=\"https:\/\/translatebyhumans.com\/wp-content\/uploads\/2019\/03\/Ruju-150x150.png\" alt=\"Picture of Ruju Patel\" loading=\"lazy\">\n\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text elementor-post-info__item elementor-post-info__item--type-author\">\n\t\t\t\t\t\t\t\t\t\tRuju Patel\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t<\/li>\n\t\t\t\t<li class=\"elementor-icon-list-item elementor-repeater-item-47b2da2 elementor-inline-item\" itemprop=\"datePublished\">\n\t\t\t\t\t\t<a href=\"https:\/\/translatebyhumans.com\/2018\/10\/11\/\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text elementor-post-info__item elementor-post-info__item--type-date\">\n\t\t\t\t\t\t\t\t\t\t<time>October 11, 2018<\/time>\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t<\/li>\n\t\t\t\t<\/ul>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-12196c4 elementor-widget elementor-widget-text-editor\" data-id=\"12196c4\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<style>\/*! elementor - v3.21.0 - 08-05-2024 *\/\n.elementor-widget-text-editor.elementor-drop-cap-view-stacked .elementor-drop-cap{background-color:#69727d;color:#fff}.elementor-widget-text-editor.elementor-drop-cap-view-framed .elementor-drop-cap{color:#69727d;border:3px solid;background-color:transparent}.elementor-widget-text-editor:not(.elementor-drop-cap-view-default) .elementor-drop-cap{margin-top:8px}.elementor-widget-text-editor:not(.elementor-drop-cap-view-default) .elementor-drop-cap-letter{width:1em;height:1em}.elementor-widget-text-editor .elementor-drop-cap{float:left;text-align:center;line-height:1;font-size:50px}.elementor-widget-text-editor .elementor-drop-cap-letter{display:inline-block}<\/style>\t\t\t\t<p>As discussed in the first article of this\u00a0<a href=\"https:\/\/translatebyhumans.com\/blog\/category\/multilingual-customer-service\/\" target=\"_blank\" rel=\"noreferrer noopener\" aria-label=\" (opens in a new tab)\">series<\/a>, the evolution of customer service led to growing awareness about speaking the customer\u2019s language. Customers feel heard when you can speak their \u2018heart language\u2019 \u2013 their mother tongue or the language in which they think and internalise their outer experiences. Some of the world\u2019s most successful companies realised this and have kept their \u2018localization\u2019 game on point. In this article, we will see what those companies did and why\u00a0<a href=\"https:\/\/translatebyhumans.com\/blog\/category\/multilingual-customer-service\/\" target=\"_blank\" rel=\"noreferrer noopener\" aria-label=\" (opens in a new tab)\">multilingual customer service<\/a>\u00a0is so crucial for long-term success.<\/p><p>First, let\u2019s understand why every company needs multilingual support:<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-fa05369 elementor-widget elementor-widget-heading\" data-id=\"fa05369\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<style>\/*! elementor - v3.21.0 - 08-05-2024 *\/\n.elementor-heading-title{padding:0;margin:0;line-height:1}.elementor-widget-heading .elementor-heading-title[class*=elementor-size-]>a{color:inherit;font-size:inherit;line-height:inherit}.elementor-widget-heading .elementor-heading-title.elementor-size-small{font-size:15px}.elementor-widget-heading .elementor-heading-title.elementor-size-medium{font-size:19px}.elementor-widget-heading .elementor-heading-title.elementor-size-large{font-size:29px}.elementor-widget-heading .elementor-heading-title.elementor-size-xl{font-size:39px}.elementor-widget-heading .elementor-heading-title.elementor-size-xxl{font-size:59px}<\/style><h3 class=\"elementor-heading-title elementor-size-default\">Builds loyalty and trust<\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-ed9e346 elementor-widget elementor-widget-text-editor\" data-id=\"ed9e346\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>Typically a customer service ticket is full of \u2018language\u2019 where customers express a challenge, problem or difficulty they have faced. A\u00a0<a href=\"https:\/\/insights.csa-research.com\/reportaction\/8057\/Marketing\" target=\"_blank\" rel=\"noreferrer noopener nofollow\">2014 report<\/a>\u00a0stated that 74% of customers were more likely to purchase from a company that offered post-sales support in a native language. The same report also found that over 58% of businesses that offered multilingual support had customers that were more loyal to their brand because of it.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5ddf5f1 elementor-widget elementor-widget-heading\" data-id=\"5ddf5f1\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Results in higher sales<\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-f770174 elementor-widget elementor-widget-text-editor\" data-id=\"f770174\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>In the customer service domain, you must never underestimate the power of word-of-mouth. When you offer a post-sales or support service in regional languages in specific areas, you are indirectly marketing for your own brand. This leads to an increase in sales since satisfied customers become your brand advocates.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-35e30a3 elementor-widget elementor-widget-heading\" data-id=\"35e30a3\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Leads to productive feedback<\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-0024836 elementor-widget elementor-widget-text-editor\" data-id=\"0024836\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>When customers find support services in their own language, they feel more comfortable speaking their minds. They are willing to invest time in giving you suggestions and feedbacks. This leads to improvements and efficiency.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-8edb134 elementor-widget elementor-widget-heading\" data-id=\"8edb134\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Creates valuable cultural insights<\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5f03f13 elementor-widget elementor-widget-text-editor\" data-id=\"5f03f13\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>For instance, consider the word \u2018you\u2019 which is used to refer to any person in English. In languages such as German, Spanish, French etc., there are two separate words to refer to someone formally and casually. The ability to incorporate such cultural nuances in customer service helps when interacting with multilingual or foreign clientele.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-d657a74 elementor-widget elementor-widget-heading\" data-id=\"d657a74\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">The Brands that Nailed the Localization Game<\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-f5772b1 elementor-widget elementor-widget-text-editor\" data-id=\"f5772b1\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>Imagine living in Istanbul \u2013 a cosmopolitan Turkish city where people speak more than one language and use a cab service on a regular basis. Now think of the amount of confusion it would create when a local rider only speaks Arabic, the native driver only speaks Turkish while the cab service operates their business in English. Despite the best of services, the cab service will need to evolve into a multilingual culture to succeed. World taxi service leader Uber faced a similar challenge.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-72f1739 elementor-widget elementor-widget-heading\" data-id=\"72f1739\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">How Uber Catered to the Chinese Language Speakers in Toronto<\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-cc1d7b6 elementor-widget elementor-widget-text-editor\" data-id=\"cc1d7b6\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>Back in 2016,\u00a0<a href=\"https:\/\/www.uber.com\/en-CA\/blog\/toronto\/uberchinese-is-arriving-now\/\" target=\"_blank\" rel=\"noreferrer noopener nofollow\">Uber<\/a>\u00a0learned that over 20,000 riders in Toronto had used their app in traditional or simplified Chinese language. The company, baffled by the growing number of Mandarin-speaking users, decided to address the language barrier. Sure enough, the company launched uberCHINESE in Toronto. This catered to the needs of the existing Mandarin-speaking population as well as several Chinese tourists who used Uber. What exactly did this mean?<\/p><p>Uber hired Mandarin-speaking driver-partners specifically to help users who were speaking that language. This, in fact, has been a deliberate strategy of the company. Uber doesn\u2019t just localise by country or language but also by city. In January this year, Uber launched UberLITE in seven Indian languages to cater to the growing regional language base of users. Launched as a pilot project in Delhi, Jaipur, and Hyderabad, UberLITE was eventually offered in Hindi, Marathi, Tamil, Telugu, Kannada, Bengali, and Gujarati \u00a0\u2013 languages spoken in some of the densely populated cities such as Mumbai, Delhi, Ahmedabad, Bengaluru, Kolkata, Chennai, and Hyderabad.<\/p><p>As part of its globalisation strategy called \u2018launch playbook\u2019, Uber continues to explore markets where it can differentiate from local taxi-hailing services through the multilingual component. Today, Uber caters to 450+ cities in more than 65 countries and 32 languages.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-8b8c0a4 elementor-widget elementor-widget-image\" data-id=\"8b8c0a4\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<style>\/*! elementor - v3.21.0 - 08-05-2024 *\/\n.elementor-widget-image{text-align:center}.elementor-widget-image a{display:inline-block}.elementor-widget-image a img[src$=\".svg\"]{width:48px}.elementor-widget-image img{vertical-align:middle;display:inline-block}<\/style>\t\t\t\t\t\t\t\t\t\t<img fetchpriority=\"high\" decoding=\"async\" width=\"800\" height=\"497\" src=\"https:\/\/translatebyhumans.com\/wp-content\/uploads\/2019\/03\/Uber.jpg\" class=\"attachment-large size-large wp-image-1079\" alt=\"Multilingual Customer Service Uber\" srcset=\"https:\/\/translatebyhumans.com\/wp-content\/uploads\/2019\/03\/Uber.jpg 800w, https:\/\/translatebyhumans.com\/wp-content\/uploads\/2019\/03\/Uber-300x186.jpg 300w, https:\/\/translatebyhumans.com\/wp-content\/uploads\/2019\/03\/Uber-768x477.jpg 768w\" sizes=\"(max-width: 800px) 100vw, 800px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-484dbe5 elementor-widget elementor-widget-heading\" data-id=\"484dbe5\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Airbnb\u2019s Language Advantage <\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-343dffd elementor-widget elementor-widget-text-editor\" data-id=\"343dffd\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><a href=\"https:\/\/blog.atairbnb.com\/creating-onelessstranger-stories-belonging\/\" target=\"_blank\" rel=\"noreferrer noopener nofollow\">#OneLessStranger<\/a>\u00a0is the hashtag that Airbnb has created for Twitter and Instagram. Their customers use it to share amazing stories of human connections throughout the globe. Imagine while visiting a country, your BnB host welcomes you in your own language. You feel the ice melting away instantly. This is precisely how Airbnb\u2019s multilingual strategy has touched people\u2019s lives inspiring several stories organically.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-2d644bb elementor-widget elementor-widget-heading\" data-id=\"2d644bb\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Sourcing Native Speakers as Service Providers<\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-ac2e7f7 elementor-widget elementor-widget-text-editor\" data-id=\"ac2e7f7\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>Airbnb didn\u2019t hit the jackpot overnight. Its first-ever customer experience team provided support in English for obvious reasons. Eventually, as Airbnb collaborated with homeowners who spoke several languages, the company realised that its customer support services needed to evolve as well. Today Airbnb provides text-based support in\u00a0<a href=\"https:\/\/www.zendesk.com\/customer\/airbnb\/\" target=\"_blank\" rel=\"noreferrer noopener nofollow\">20 languages<\/a>. The company uses dependable tools such as Zendesk for providing assistance with multilingual capabilities. Airbnb also offers phone-based support in 11 languages, while English and Mandarin support is provided 24\/7.<\/p><p>What\u2019s unique about Airbnb\u2019s support system is that most hosts also play problem-solvers or support executives where they directly chat with customers in their own language and provide assistance. Airbnb acted on the assumption that many people are bilingual or trilingual in Asia, Europe and other parts of the world.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-eb916ca elementor-widget elementor-widget-heading\" data-id=\"eb916ca\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Customer Care Needs a Human Touch<\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-8a58902 elementor-widget elementor-widget-text-editor\" data-id=\"8a58902\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>While Airbnb automates its text support system with multilingual capabilities, it has support executives speaking one of 11 leading world languages and a whole community of linguist hosts who are ready to support customers. Even though Airbnb uses machine translation (MT) tools, the company realises that MT caters to those users who cannot read the local language. One of their valuable findings was that the UX with MT was not always better than reading a second language with a little difficulty. As a result, MT is part of Airbnb\u2019s interface; many users either don\u2019t need it or prefer communicating with a host who can speak their language.<\/p><p>This kind of language-specific support has clearly helped Airbnb in its sales and growth. Possibly deriving lessons from its multilingual support system, the company uses local strategies in its marketing campaigns flawlessly. For instance, their campaign #OneLessStranger had different interpretations when translated into other languages. In German, the word for \u2018stranger\u2019 is equivalent to \u2018foreigner\u2019 which indirectly entails a negative connotation. Therefore, Airbnb tweaked the phrase in different languages to connect with customers better.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-8c2c0fc elementor-widget elementor-widget-image\" data-id=\"8c2c0fc\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"800\" height=\"497\" src=\"https:\/\/translatebyhumans.com\/wp-content\/uploads\/2018\/10\/Air-Bnb.jpg\" class=\"attachment-large size-large wp-image-15931\" alt=\"Multilingual Customer Service airbnb\" srcset=\"https:\/\/translatebyhumans.com\/wp-content\/uploads\/2018\/10\/Air-Bnb.jpg 800w, https:\/\/translatebyhumans.com\/wp-content\/uploads\/2018\/10\/Air-Bnb-300x186.jpg 300w, https:\/\/translatebyhumans.com\/wp-content\/uploads\/2018\/10\/Air-Bnb-768x477.jpg 768w\" sizes=\"(max-width: 800px) 100vw, 800px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-dfc49ad elementor-widget elementor-widget-heading\" data-id=\"dfc49ad\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Booking.com Employs Linguists for Customer Support<\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-927990c elementor-widget elementor-widget-text-editor\" data-id=\"927990c\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>At Booking.com, the number one criterion for hiring support executives is their ability to answer calls in multiple languages. Being in the travel space just like Airbnb, Booking.com realises that travellers need support for all kinds of reasons. Currently, Booking.com operates in more than 220 countries and territories. The company\u2019s biggest observation is that 20% of their customers speak to them over the phone and despite being multilingual, they prefer to speak in their own native language.<\/p><p>Some facts that\u00a0<a href=\"https:\/\/hbr.org\/2016\/04\/pricelines-ceo-on-creating-an-in-house-multilingual-customer-service-operation\" target=\"_blank\" rel=\"noreferrer noopener nofollow\">The Priceline Group<\/a>, owner of Booking.com, learned \u2013<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-3d7644e elementor-icon-list--layout-traditional elementor-list-item-link-full_width elementor-widget elementor-widget-icon-list\" data-id=\"3d7644e\" data-element_type=\"widget\" data-widget_type=\"icon-list.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<ul class=\"elementor-icon-list-items\">\n\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"8.659\" height=\"7.55\" viewBox=\"0 0 8.659 7.55\"><path id=\"Path_172\" data-name=\"Path 172\" d=\"M941.947,1737.436a5.215,5.215,0,0,1-4.125,5.129,4.17,4.17,0,0,1-4.278-2.483,3.363,3.363,0,0,1-.147-.434,3.178,3.178,0,0,1-.1-.987c.11-2.23,2.4-3.647,4.476-3.6,2.452.051,4.221.274,4.178,2.379\" transform=\"translate(-933.289 -1735.056)\" fill=\"#271ac6\"><\/path><\/svg>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">30.8% of their customers speak English<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"8.659\" height=\"7.55\" viewBox=\"0 0 8.659 7.55\"><path id=\"Path_172\" data-name=\"Path 172\" d=\"M941.947,1737.436a5.215,5.215,0,0,1-4.125,5.129,4.17,4.17,0,0,1-4.278-2.483,3.363,3.363,0,0,1-.147-.434,3.178,3.178,0,0,1-.1-.987c.11-2.23,2.4-3.647,4.476-3.6,2.452.051,4.221.274,4.178,2.379\" transform=\"translate(-933.289 -1735.056)\" fill=\"#271ac6\"><\/path><\/svg>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">13.9% of their partners or hotel owners speak English<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t<\/ul>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-672d69c elementor-widget elementor-widget-text-editor\" data-id=\"672d69c\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>These figures are telling. Today, Booking.com has 6,000 full-time customer service employees, who speak English and one other native language. Some of those employees who live in Europe speak up to three or four languages. Moreover, the company pays more for every extra language a customer support executive knows. That\u2019s because such an executive automatically becomes an asset for the company.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-57f7451 elementor-widget elementor-widget-heading\" data-id=\"57f7451\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">The Importance of Cultural Training for Support Executives<\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-b6113d6 elementor-widget elementor-widget-text-editor\" data-id=\"b6113d6\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>Another fascinating fact about Booking.com is they test the fluency of their support executives and help them learn a new language. The company today offers services in 42 languages, and that includes support. The company has an option of automating the linguist-savvy customer service system by hiring freelance translators or outsourcing to call centres that may have more linguists than their own department. Yet, Booking.com believes that training its own people and allowing them to handle calls results in quality service.<\/p>\n<p>How do they find skills in specific regions where qualified candidates may not be available? Booking.com then tries innovative ways to get people on the job. For instance, the company needed a Portuguese-speaking executive for its Orlando call centre. The recruiters advertised in soccer stadiums and Brazilian cultural events and found the right candidate.<\/p>\n<p>The company also staffs its customer support call centres not only based on the popularity of languages but also through understanding cultural nuances. For instance \u2013<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-0283c39 elementor-icon-list--layout-traditional elementor-list-item-link-full_width elementor-widget elementor-widget-icon-list\" data-id=\"0283c39\" data-element_type=\"widget\" data-widget_type=\"icon-list.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<ul class=\"elementor-icon-list-items\">\n\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"8.659\" height=\"7.55\" viewBox=\"0 0 8.659 7.55\"><path id=\"Path_172\" data-name=\"Path 172\" d=\"M941.947,1737.436a5.215,5.215,0,0,1-4.125,5.129,4.17,4.17,0,0,1-4.278-2.483,3.363,3.363,0,0,1-.147-.434,3.178,3.178,0,0,1-.1-.987c.11-2.23,2.4-3.647,4.476-3.6,2.452.051,4.221.274,4.178,2.379\" transform=\"translate(-933.289 -1735.056)\" fill=\"#271ac6\"><\/path><\/svg>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">They receive a lot of calls from emerging markets such as Brazil and China since those users are new to online booking<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"8.659\" height=\"7.55\" viewBox=\"0 0 8.659 7.55\"><path id=\"Path_172\" data-name=\"Path 172\" d=\"M941.947,1737.436a5.215,5.215,0,0,1-4.125,5.129,4.17,4.17,0,0,1-4.278-2.483,3.363,3.363,0,0,1-.147-.434,3.178,3.178,0,0,1-.1-.987c.11-2.23,2.4-3.647,4.476-3.6,2.452.051,4.221.274,4.178,2.379\" transform=\"translate(-933.289 -1735.056)\" fill=\"#271ac6\"><\/path><\/svg>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">Their Dutch customers call the least number of times<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"8.659\" height=\"7.55\" viewBox=\"0 0 8.659 7.55\"><path id=\"Path_172\" data-name=\"Path 172\" d=\"M941.947,1737.436a5.215,5.215,0,0,1-4.125,5.129,4.17,4.17,0,0,1-4.278-2.483,3.363,3.363,0,0,1-.147-.434,3.178,3.178,0,0,1-.1-.987c.11-2.23,2.4-3.647,4.476-3.6,2.452.051,4.221.274,4.178,2.379\" transform=\"translate(-933.289 -1735.056)\" fill=\"#271ac6\"><\/path><\/svg>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">South Americans stay on their calls for longer so they hire more Latin languages-speaking executives to balance the volume<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t<\/ul>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-9d1078b elementor-widget elementor-widget-heading\" data-id=\"9d1078b\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Human Translation over Machine Translation<\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-f9de7f3 elementor-widget elementor-widget-text-editor\" data-id=\"f9de7f3\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>Booking.com was founded in Amsterdam \u2013 a city where people speak more than two languages. This played a large role in shaping the company\u2019s culture. Apart from hiring linguist support executives, the company also hires a large group of translators to work on its websites. The company prefers human translation over a software program. In the words of Booking.com\u2019s former CEO Darren Huston, \u201cIf you use a software program to translate something from Chinese to Polish, it will usually translate first from Chinese to English, and then from English to Polish. That extra step leads to lower quality results.\u201d<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7b97a0f elementor-widget elementor-widget-image\" data-id=\"7b97a0f\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"800\" height=\"497\" src=\"https:\/\/translatebyhumans.com\/wp-content\/uploads\/2018\/10\/Booking.jpg\" class=\"attachment-large size-large wp-image-1081\" alt=\"Multilingual Customer Service Booking.com\" srcset=\"https:\/\/translatebyhumans.com\/wp-content\/uploads\/2018\/10\/Booking.jpg 800w, https:\/\/translatebyhumans.com\/wp-content\/uploads\/2018\/10\/Booking-300x186.jpg 300w, https:\/\/translatebyhumans.com\/wp-content\/uploads\/2018\/10\/Booking-768x477.jpg 768w\" sizes=\"(max-width: 800px) 100vw, 800px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1283f53 elementor-widget elementor-widget-text-editor\" data-id=\"1283f53\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>When we speak in the language of our customers, we speak to their hearts. Remember that a majority of purchase decisions are made out of emotions. It also adds to the credibility of the brand and creates brand evangelists.<\/p><p>Stay tuned as we provide more insights into customer service and effective localisation in the next article.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>Customers feel heard when you can speak their \u2018heart language\u2019 \u2013 their mother tongue or the language in which they think and internalise their outer experiences. Some of the world\u2019s most successful companies realised this and have kept their \u2018localisation\u2019 game on point. In this article, we will see what those companies did and why multilingual customer service is so crucial for long-term success.<\/p>\n","protected":false},"author":15,"featured_media":681,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[19],"tags":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v22.7 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Multilingual Customer Service &amp; Companies That Aced It<\/title>\n<meta name=\"description\" content=\"Success stories of world renowned companies like Uber and Airbnb that have aced multilingual customer service and grown their revenue manifold.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/translatebyhumans.com\/blog\/multilingual-customer-service-stories\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Multilingual Customer Service &amp; Companies That Aced It!\" \/>\n<meta property=\"og:description\" content=\"World-renowned companies like Uber and Airbnb tell us why multilingual customer service is crucial for long-term success.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/translatebyhumans.com\/blog\/multilingual-customer-service-stories\/\" \/>\n<meta property=\"og:site_name\" content=\"Translate By Humans\u2122\" \/>\n<meta property=\"article:published_time\" content=\"2018-10-11T04:56:00+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2023-03-15T05:38:49+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/translatebyhumans.com\/wp-content\/uploads\/2021\/03\/TBH-logo.svg\" \/>\n\t<meta property=\"og:image:width\" content=\"1800\" \/>\n\t<meta property=\"og:image:height\" content=\"506\" \/>\n\t<meta property=\"og:image:type\" 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