How can a Multilingual CRM increase revenue?

In terms of Customer Relationship Management (CRM) software, businesses have a multitude of options at their disposal. So, why go with a multilingual tool? The answer is simple: increased revenue!?

For companies thinking about global expansion, using a CRM that supports your multilingual needs is an absolute no brainer. To state the obvious: the more languages you are catering to, the more consumers you will reach. And this isn’t as simple as translating into one target language. Did you know that, for instance, there are over 200 languages spoken across Europe? Providing good quality content in your customers’ native language will show that you value them, as well as making it easier for them to browse and purchase your products or services.?

As well as widening your geographical reach, localising your website, e-commerce and software also increase the likelihood of converting a visitor into a paying customer. A CSA research survey found that 40% of online shoppers will never buy from websites in other languages; it is in no way safe to assume that foreign consumers will tolerate shopping in English, nor should they have to! What’s more, accurate translations should flow through the entire customer journey - from making sure customers can buy in their own currency to providing them with outstanding support or after-care in their native language. In 2021, Multilingual Customer Experience (MCX) is the top-dog, and you can’t afford to miss out.?

How, then, does your CRM factor into this? Well, the right CRM is the one that supports your current and future needs, allowing you to grow in a way that suits you. For companies looking to break into new markets, the multilingual aspect is impossible to ignore. By tailoring to your customers, you make their experience with you more personal. Being able to switch currency and language automatically means you can rest easy that your customers are getting that high-quality, localized experience, making them more likely to shop with you again. Maximise growth, maximise customer lifetime value, maximise profits.?

With a diverse customer base comes a necessity for adaptability. A multilingual CRM aids transition into new regions since employees are able to work and communicate in their native language. This is invaluable in several ways. For one, it allows for a global recruitment policy. Not only does this give you access to a wider pool of experts, but it also means that your employees will relate culturally to your customers - no cultural faux pas, more credibility. As well as this, it improves communication between staff and greatly lessens the chance of crossed wires. Empowering all of your staff to work confidently at the best of their ability is a great way to make yourself a top competitor in any industry.?

We always stress that accuracy is key when it comes to localization. If your CRM is built for multilingual use, you can guarantee that your content is going to remain consistent and coherent once translated. This means that your sales representatives are able to communicate effectively with clients across the globe, safe in the knowledge that they are sending and receiving accurate data. As a result, it’s also easier for your teams to record and process incoming data. Again, no confusion - just optimised performance.

Finally, a multilingual CRM increases your efficiency. In this day and age, rapid turnarounds are a priority, whether that be on deliveries or query responses. The last thing you want to do is to put your customers on hold, as many won’t have the patience to wait around. A 2018 Hubspot report found that 90% of consumers rate an ‘immediate’ response as ‘very important’ with regards to customer service. By removing linguistic limitations, you increase the speed at which your teams are able to communicate, therefore increasing customer satisfaction. You also present a unified front, wherein your teams aren’t having to ask for the information again along the way, irritating the customer or client. It follows then, that your cost-effectiveness also improves, maximising your profitability as you scale your business.

‘Going global’ comes with its challenges. However, a good multilingual CRM can make the process significantly smoother. By upping your multilingual game, you earn your place in the global market and decrease the chances of your customers or clients defecting to one of your competitors.

Article by Kayleigh Kennedy for TextUnited.