{"id":16663,"date":"2019-05-16T03:57:00","date_gmt":"2019-05-16T03:57:00","guid":{"rendered":"https:\/\/translatebyhumans.com\/?p=16663"},"modified":"2021-12-17T06:57:40","modified_gmt":"2021-12-17T06:57:40","slug":"insights-from-multilingual-customer-service-experts-part-one","status":"publish","type":"post","link":"https:\/\/translatebyhumans.com\/blog\/multilingual-customer-service-experts-part-1\/","title":{"rendered":"Insights from Multilingual Customer Service Experts (Part One)"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"16663\" class=\"elementor elementor-16663\" data-elementor-post-type=\"post\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-inner-section elementor-element elementor-element-165aa373 tbh-interview-blog elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"165aa373\" 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-inner-column elementor-element elementor-element-355aec87\" data-id=\"355aec87\" 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-78c4f314 elementor-widget elementor-widget-text-editor\" data-id=\"78c4f314\" 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>In the previous articles of this series, we traced back\u00a0<a href=\"https:\/\/translatebyhumans.com\/blog\/multilingual-customer-service\/\" target=\"_blank\" rel=\"noreferrer noopener\" aria-label=\" (opens in a new tab)\">the journey of multilingual customer service<\/a>\u00a0from the emergence of telephone switchboards to full-fledged multilingual support teams operating across various customer service channels for companies like Booking.com, Uber, and Airbnb. Communicating in a customer\u2019s preferred language solves a host of issues that may otherwise hinder a customer\u2019s experience while engaging with a brand. Reaching out to customers in their native language is a sure shot method to increase their trust and loyalty towards your business.<\/p><p>In the next few articles, we\u2019ll share insights and advice through interviews with experts, experienced in providing multilingual customer service. With us today, is Kairi Kallas, Investors Relations Team Lead from\u00a0<a href=\"https:\/\/www.bondora.com\/en\" target=\"_blank\" rel=\"noreferrer noopener nofollow\">Bondora<\/a>, a company headquartered in Estonia. Kairi will be sharing how Bondora\u2019s customer service model works, what measures they take to assist their clients from 85 countries, and what to look for in a great localization partner.<\/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-8899e7c elementor-widget elementor-widget-image\" data-id=\"8899e7c\" 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=\"208\" src=\"https:\/\/translatebyhumans.com\/wp-content\/uploads\/2019\/05\/bondora_1-05.jpg\" class=\"attachment-large size-large wp-image-1580\" alt=\"Kairi Kallas Bondora\" srcset=\"https:\/\/translatebyhumans.com\/wp-content\/uploads\/2019\/05\/bondora_1-05.jpg 965w, https:\/\/translatebyhumans.com\/wp-content\/uploads\/2019\/05\/bondora_1-05-300x78.jpg 300w, https:\/\/translatebyhumans.com\/wp-content\/uploads\/2019\/05\/bondora_1-05-768x200.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-14beb92 elementor-widget elementor-widget-heading\" data-id=\"14beb92\" 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><h4 class=\"elementor-heading-title elementor-size-default\">1: Could you please start by telling us about the role of customer service in your company?<\/h4>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-e31f553 elementor-widget elementor-widget-image\" data-id=\"e31f553\" 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=\"209\" src=\"https:\/\/translatebyhumans.com\/wp-content\/uploads\/2019\/05\/quotes-jpeg-02.jpg\" class=\"attachment-large size-large wp-image-1566\" alt=\"Multilingual Customer Service\" srcset=\"https:\/\/translatebyhumans.com\/wp-content\/uploads\/2019\/05\/quotes-jpeg-02.jpg 963w, https:\/\/translatebyhumans.com\/wp-content\/uploads\/2019\/05\/quotes-jpeg-02-300x78.jpg 300w, https:\/\/translatebyhumans.com\/wp-content\/uploads\/2019\/05\/quotes-jpeg-02-768x200.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-11eab97e elementor-widget elementor-widget-text-editor\" data-id=\"11eab97e\" 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><b>\u00a0Kairi:<\/b><\/p><p>Customer service can make or break your business. It determines whether your customers tell their friends about you, your reputation and if they hold you in higher regard compared to your competitors. Our Investor Relations Associates are often the first point of human contact for our customers \u2013 which is why it\u2019s a critical role within the organisation. The goal within the team is to explain all the topics in simple and clear language, while still building relationships with investors.<\/p><p>\u00a0<strong>TBH<\/strong><\/p><p>You\u2019re absolutely right. Customer service is integral to securing long term clients and a solid reputation in the market.<\/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-2160c0f2 elementor-widget elementor-widget-heading\" data-id=\"2160c0f2\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h4 class=\"elementor-heading-title elementor-size-default\">2: What is your customer service process like?<\/h4>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-2763b927 elementor-widget elementor-widget-text-editor\" data-id=\"2763b927\" 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><b>Kairi:<\/b><\/p><p>We produce a lot of support content in different languages \u2013 FAQs, how-to videos, blog posts, etc. This, along with in-product support (e.g., tooltips), reduces the need for customers to contact us directly in the first place, because they can find the answer themselves much quicker. If they still need to contact us, we send an automated email telling them when they can expect a response from us.<\/p><p>After responding and resolving the query, the customer can rate their level of satisfaction, which is then reviewed internally by our Investor Relations Team Lead. We can then act on feedback (good and bad) to improve our customer service.<\/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-2663f78 elementor-widget elementor-widget-heading\" data-id=\"2663f78\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h4 class=\"elementor-heading-title elementor-size-default\">3: Which customer service channels does the company regularly use (live chat, email, phone, social media)?<\/h4>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-592dbf8 elementor-widget elementor-widget-image\" data-id=\"592dbf8\" 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=\"209\" src=\"https:\/\/translatebyhumans.com\/wp-content\/uploads\/2019\/05\/quotes-jpeg-03.jpg\" class=\"attachment-large size-large wp-image-1573\" alt=\"Customer Service Channels\" srcset=\"https:\/\/translatebyhumans.com\/wp-content\/uploads\/2019\/05\/quotes-jpeg-03.jpg 963w, https:\/\/translatebyhumans.com\/wp-content\/uploads\/2019\/05\/quotes-jpeg-03-300x78.jpg 300w, https:\/\/translatebyhumans.com\/wp-content\/uploads\/2019\/05\/quotes-jpeg-03-768x200.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-66b935ee elementor-widget elementor-widget-text-editor\" data-id=\"66b935ee\" 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><b>Kairi:<\/b><\/p><p>Our main channel of communication is via email and over the phone. Over time, we\u2019ve tested other methods \u2013 such as live chat. However, we try to keep the number of channels low so we can exceed investors\u2019 expectations about the time they wait for a response. If you have multiple channels, it becomes difficult to prioritise (especially within a small team). That being said, customers can still reach out to us on all major social media networks.<\/p><p>\u00a0<strong>TBH<\/strong><\/p><p>That makes sense \u2013 it\u2019s essential not to compromise on quality by increasing quantity.<\/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-5747e07 elementor-widget elementor-widget-heading\" data-id=\"5747e07\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h4 class=\"elementor-heading-title elementor-size-default\">4: Are your customer service channels currently multilingual?<\/h4>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-e8065bc elementor-widget elementor-widget-image\" data-id=\"e8065bc\" 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 loading=\"lazy\" decoding=\"async\" width=\"800\" height=\"209\" src=\"https:\/\/translatebyhumans.com\/wp-content\/uploads\/2019\/05\/quotes-jpeg-04.jpg\" class=\"attachment-large size-large wp-image-1574\" alt=\"Bondora 24 European Languages\" srcset=\"https:\/\/translatebyhumans.com\/wp-content\/uploads\/2019\/05\/quotes-jpeg-04.jpg 963w, https:\/\/translatebyhumans.com\/wp-content\/uploads\/2019\/05\/quotes-jpeg-04-300x78.jpg 300w, https:\/\/translatebyhumans.com\/wp-content\/uploads\/2019\/05\/quotes-jpeg-04-768x200.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-904942d elementor-widget elementor-widget-text-editor\" data-id=\"904942d\" 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><b>Kairi:<\/b><\/p><p>We have investors from 85 countries, so it\u2019s not possible for us to provide multilingual support in all languages. But we agree that having native support available makes customers feel much more comfortable and safe. We have our platform available in 24 European languages \u2013 so the user experience is seamless for our main demographic of users. For now, our team provides support in 3 main languages \u2013 German, Estonian, and English.<\/p><p><strong>TBH<\/strong><\/p><p>That\u2019s a great start!<\/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-6e37dd3 elementor-widget elementor-widget-heading\" data-id=\"6e37dd3\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h4 class=\"elementor-heading-title elementor-size-default\">5: What are some of the language challenges that the company has faced concerning customer service, and how were they addressed?<\/h4>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5d86b96 elementor-widget elementor-widget-text-editor\" data-id=\"5d86b96\" 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><b>Kairi:<\/b><\/p><p>Having investors from 85 countries can be a challenge for support. We tested localising our site into French to see if that improved engagement, conversions, and reduced the number of support queries. Our stats showed it worked. So we decided to\u00a0<a href=\"https:\/\/translatebyhumans.com\/blog\/bondora-case-study\/\" target=\"_blank\" rel=\"noopener\">localise our full site into 24 European languages<\/a>\u00a0at the beginning of 2019. As a result, the user experience is simple and straightforward for users all over Europe \u2013 and it\u2019s much easier for them to recommend their friends and family to use Bondora.<\/p><p><strong>TBH<\/strong><\/p><p>Now that\u2019s what we call a real solution!<\/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-ce725e0 elementor-widget elementor-widget-heading\" data-id=\"ce725e0\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h4 class=\"elementor-heading-title elementor-size-default\">6: What measures can be taken by businesses to reduce communication errors?<\/h4>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-fcb07b3 elementor-widget elementor-widget-text-editor\" data-id=\"fcb07b3\" 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><b>Kairi:<\/b><\/p><p>The first thing to note is that despite all precautionary measures, you will have occasions where communication errors happen. You can resolve them, but to limit the frequency, you should first create a simple database of common questions you\u2019ve received from your customers. You can then create content for your public support site and use these pre-approved answers to respond to customer queries.<\/p><p>The second is to implement useful languages tools (many are free), such as Grammarly, which can help correct simple mistakes that can sometimes make a big impact.<\/p><p>The third and arguably most important point is to train your team regularly and provide regular communications on product updates or changes. If your people are in the know, your customers will be in the know too.<\/p><p><strong>TBH<\/strong><\/p><p>Thanks! These are some great ways to ensure communication remains clear and effective.<\/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-b2fe574 elementor-widget elementor-widget-heading\" data-id=\"b2fe574\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h4 class=\"elementor-heading-title elementor-size-default\">7: Lastly, we'd like to know what tips you have for businesses that want to start offering customer service in multiple languages.<\/h4>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-baf5446 elementor-widget elementor-widget-image\" data-id=\"baf5446\" 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 loading=\"lazy\" decoding=\"async\" width=\"800\" height=\"209\" src=\"https:\/\/translatebyhumans.com\/wp-content\/uploads\/2019\/05\/quotes-jpeg-05.jpg\" class=\"attachment-large size-large wp-image-1575\" alt=\"Native Localization Service Providers\" srcset=\"https:\/\/translatebyhumans.com\/wp-content\/uploads\/2019\/05\/quotes-jpeg-05.jpg 963w, https:\/\/translatebyhumans.com\/wp-content\/uploads\/2019\/05\/quotes-jpeg-05-300x78.jpg 300w, https:\/\/translatebyhumans.com\/wp-content\/uploads\/2019\/05\/quotes-jpeg-05-768x200.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-84636e3 elementor-widget elementor-widget-text-editor\" data-id=\"84636e3\" 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><b>Kairi:<\/b><\/p><p>This is highly dependent on the type of business \u2013 for example, the size, daily routines, and future plans for the business. But in general, the best place to start is by focusing on your largest existing market, or the most significant target market if you\u2019re not there yet.<\/p><p>Once you\u2019ve decided to support a specific language, be extremely selective in your hiring process (in other words, hire only the best people). Make sure your candidate\u2019s language skills are assessed by native speakers. You can outsource this to an external\u00a0translation and localisation company\u00a0or even utilise your existing multilingual customer base if they\u2019re willing.<\/p><p><strong>TBH<\/strong><\/p><p>We couldn\u2019t agree more. Thank you so much for sparing the time to share these tips and insights with us.<\/p><p><b>Kairi:<\/b><\/p><p>It\u2019s my pleasure. I\u2019m glad to be of help!<\/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>In the first interview of this series, we interview Kairi Kallas who leads the Investor Relations Team at a Bondora, a fintech company helping people access the world of finance in minutes.<\/p>\n","protected":false},"author":15,"featured_media":1593,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[20],"tags":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v22.7 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Insights From Bondora&#039;s Kairi Kallas On Multilingual Customer Service<\/title>\n<meta name=\"description\" content=\"An insightful interview with Bondora&#039;s Investor Relations Team Lead, Kairi Kallas, about providing multilingual customer service to clients from 85 countries.\" \/>\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-experts-part-1\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Kairi Kallas From Bondora Shares Insights On Providing Multilingual Customer Service\" \/>\n<meta property=\"og:description\" content=\"An insightful interview with Bondora&#039;s Investor Relations Team Lead, Kairi Kallas, about providing multilingual customer service to clients from 85 countries.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/translatebyhumans.com\/blog\/multilingual-customer-service-experts-part-1\/\" \/>\n<meta property=\"og:site_name\" content=\"Translate By Humans\u2122\" \/>\n<meta property=\"article:published_time\" 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