How can you communicate technical issues to customers with language barriers?

1 Use clear language

One of the most important aspects of communicating technical issues is to use clear and simple language. Avoid using jargon, slang, idioms, or acronyms that may confuse or mislead your customers. Instead, use common words, short sentences, and active voice. For example, instead of saying "Please reboot your device and check if the issue persists", you can say "Please turn off your device and then turn it on again. Then see if the problem is still there". You can also repeat or rephrase important information, ask questions to check understanding, and confirm actions with your customers.

2 Use visual aids

Another way to communicate technical issues is to use visual aids, such as screenshots, diagrams, videos, or icons. Visual aids can help you illustrate the problem, show the steps to follow, and highlight the expected results. For example, if you are helping a customer to update their software, you can send them a screenshot of the update window, a diagram of the progress bar, or a video of the process. You can also use icons or symbols to indicate actions, such as clicking, dragging, or tapping.

3 Use translation tools

If you and your customer speak different languages, you can use translation tools to facilitate communication. Translation tools, such as Google Translate, Microsoft Translator, or DeepL, can help you translate text or speech from one language to another. You can use these tools to translate your messages, instructions, or feedback, or to understand your customer's questions, comments, or concerns. However, be aware that translation tools may not be accurate or reliable, especially for technical terms or complex sentences. Therefore, you should always check the quality of the translation, use simple and clear language, and ask for confirmation from your customer.

4 Use cultural awareness

Finally, communicating technical issues also requires cultural awareness. Cultural awareness means being respectful and sensitive to the values, beliefs, and norms of your customer's culture. For example, some cultures may prefer formal or polite language, while others may prefer casual or friendly language. Some cultures may appreciate direct or honest feedback, while others may prefer indirect or positive feedback. Some cultures may expect quick or immediate solutions, while others may be patient or flexible. You can use cultural awareness to adapt your communication style, tone, and expectations to your customer's culture. You can also avoid making assumptions, stereotypes, or jokes that may offend or confuse your customer.

5 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?