How to translate a chat in real time with customers from other countries

05/28/2018 - Beatriz Rojo

There are several obstacles when an e-commerce wants to open its doors to the international market: legal framework, logistics management, and customs taxes. Orchestrating everything isn’t easy and therefore, something as important as customer service is often left behind. One of the first things you did was translate the website but, what language are you going to communicate with your customers in if you have a chat?

If a company wants to sell more, a logical way to do so is resorting to internationalization and expanding the market to reach more customers, but at the online level there are also structural constraints that must be dealt with: multiple languages.

When you take the leap and develop abroad, ideally the company would have professionals with experience in the country, who understand the customers’ behavior, know the brand, the product, the competition and, of course, speak the language. However, this is challenging for small and medium businesses.

Setting out in international territory means facing a variety of cultures and languages. No matter how bilingual your staff is, you can’t control which languages your customers know. According to data from the company, 50% of consumers would never make a purchase in an online store that wasn’t available in their language.

In an increasingly globalized environment where e-commerce already has more efficient logistics and fewer limitations to make sales in different countries, customer service can be one of the biggest ways to slow down internationalization.

Facilitate interaction with international users

If translating the web page is important, communicating with customers is too. Speaking English gives a business influence and reliability, but being able to speak the country’s language increases competence. Opening your e-commerce to the European Union is opening the door to 50% of the global online audience.

Luckily, it’s not necessary to have a native specialist in each language to be able to attend customers as this would be inexhaustible for a large majority of companies in terms of cost. You just need tofulfill the expectations you create when you offer customer service on a page that’s translated into several languages.

Translate the chat in real time

At Oct8ne we’ve integrated an automatic, real-time translator so users and agents can interact in more than 100 different languages without losing immediacy or expanding the team. It’s a quick and effective solution for all small and medium-sized companies that are starting to get international traffic.

This new featureis completely automatic. The system itself detects the user’s language through the chat and displays the translated message. All you have to do is activate the feature beforehand and choose the language you want to receive the responses in.

Conversely, all messages the agent writes will appear translated in the customer’s window. You can alsoedit the text before sending it, which makes it easier for people who speak several languages and want to make sure they don’t make any mistakes.

This solution allows online stores to provide a truly competitive differential advantage, enriching the user experiencewithout limitations and simplifying the agents’ job. If your company wants to progressively open to the international market, implementing a chat with a real-time translator will give you perspective for a project’s viability before needing several bilingual agents.

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