How do you overcome language barriers while supporting global customers?

1 Use translation tools

One of the most obvious and useful tools to overcome language barriers is translation software. There are many options available, such as Google Translate, Microsoft Translator, or DeepL, that can help you translate text or speech from one language to another. You can use these tools to understand what your customers are saying, to respond to their queries, or to create multilingual support materials. However, be aware that translation tools are not perfect and may make mistakes or lose some nuances. Therefore, always double-check your translations, use simple and clear language, and ask for confirmation from your customers if you are not sure.

2 Hire multilingual agents

Another way to overcome language barriers is to hire customer support agents who can speak multiple languages. This can give you an edge over your competitors, as you can offer personalized and direct support to your customers in their native language. Multilingual agents can also help you avoid misunderstandings, build rapport, and demonstrate cultural sensitivity. However, hiring multilingual agents can also be costly, time-consuming, and difficult to manage. Therefore, you need to consider your budget, your customer base, and your quality standards before you decide to hire multilingual agents.

3 Use common phrases and keywords

Sometimes, you may not have access to translation tools or multilingual agents, but you still need to communicate with your customers in a different language. In that case, you can use some common phrases and keywords that can help you convey your message and show your respect. For example, you can learn how to greet, thank, apologize, and confirm in the languages of your major markets. You can also use some keywords that are related to your product or service, such as features, benefits, prices, or troubleshooting. You can create a cheat sheet or a glossary of these phrases and keywords and keep them handy when you need them.

4 Listen actively and empathetically

One of the most important skills for customer support is active and empathetic listening. This means that you pay attention to what your customers are saying, show interest and understanding, and respond appropriately. This skill is even more crucial when you face language barriers, as you need to overcome the noise and confusion that may arise from different languages. To listen actively and empathetically, you need to use verbal and non-verbal cues, such as nodding, smiling, repeating, paraphrasing, or asking questions. You also need to avoid interrupting, judging, or arguing with your customers, and focus on finding solutions.

5 Seek feedback and improvement

Finally, one of the best ways to overcome language barriers is to seek feedback and improvement from your customers and your colleagues. Feedback can help you identify your strengths and weaknesses, as well as the areas where you need to improve your language skills or knowledge. You can ask your customers for feedback through surveys, ratings, or reviews, and use their comments to improve your customer support quality. You can also ask your colleagues for feedback, especially if they are multilingual or have more experience in dealing with language barriers. You can learn from their tips, tricks, or best practices, and apply them to your own work.

6 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?