You’re realizing a quarter of your customer service queries have been a different language from your customer service representatives (CSRs). Resolution times are increasing as they try to overcome language barriers. As a result, simple queries are often escalated or cannot be handled at all – What solution is there? You could search high and low for those unicorn CSRs that speak all the languages you need, or spend thousands of dollars on human translators. But what if you could implement something that translates interactions with your CSRs in real time?
That’s where AI-driven DiRAD Smart Translator comes in. Smart Translator can be built into your customer service software so your CSRs can understand any language that customers type from the second it’s implemented. Live Translation in your organizations’ software and chatbot can significantly enhance customer experience, especially for organizations that serve a diverse customer base.
Improving Customer Satisfaction
When you add Smart Translator to your customer experience, you’re improving your overall customer satisfaction. When customers can interact with your organization in their native language, they feel more valued and understood. This leads to increased engagement, reduced frustration on both ends of the conversation, and ultimately, leads to a higher level of customer loyalty. This also opens your organization up to a wider base than you might’ve been able to reach before.
Enhanced Efficiency
By accurately understanding customer queries, your CSRs and your chatbots can provide more relevant and timely responses. This can reduce the need for escalation, freeing managers and supervisors to handle more complex issues. Avoiding misunderstandings by using Smart Translator can prevent long resolution times and escalating complaints, making your whole customer experience team more efficient.
More Data-Driven Insights
A benefit of Smart Translator that might get overlooked is all the valuable insights that can be found once the language barrier is torn down. By analyzing these conversations you wouldn’t have otherwise been able to have, organizations can gain a better understanding of their customers’ needs and preferences. This wider insight into customer behavior can be used to improve products, services, and customer support processes.
By implementing Smart Translator into your customer service workflow, you can create a more inclusive and effective customer experience, ultimately driving growth and success. As technology continues to advance, Smart Translator will play an increasingly important role in shaping the future of customer service.
Want to learn more about Smart Translator and how you can make it work in your organization? Contact us here.