How The Language Doctors Transform Cross-Cultural Communication and Translation Services

As the world becomes increasingly globalized, businesses, organizations, and individuals must communicate effectively across language and cultural barriers. The demand for translation and interpretation services has grown significantly over the past few years, and the industry has undergone significant changes due to technological advancements.

In this interview, Nestor Mora, the Head of the Customer Success Team at The Language Doctors (TLD), shares insights into TLD's approach to cross-cultural communication and translation services and how we have adapted to meet the changing demands of the industry. He also speaks about the challenges businesses face in cross-cultural communication and TLD's impact on the communities and organizations it serves globally. Let's start!?

Can you tell us about your role at The Language Doctors and what a typical day looks like??

As the Head of the Customer Success Team, a typical day would begin with email checking and updating the CRM system with any new customer data or updates. I would then set priorities for the day, which can involve working with the team to develop strategies for client retention, leading product training sessions and demos, and handling support management. I set time blocks for particular tasks and use productivity tools like calendars and to-do lists to manage time properly. To assess the success of our customer service procedures and pinpoint areas for development, I also monitor important indicators like customer engagement, retention, conversion rates, or product uptake. I prioritize client questions and help requests depending on their importance and immediacy.

When a customer asks for help or information, I prioritize it depending on how urgent it is and how it will affect their business. I also interact proactively with the customer to manage their expectations and update them on developments. Last but not least, we are constantly searching for methods to go above and beyond to provide great customer service, such as creating new customer success initiatives and collaborating with other teams to address problems or blockers while always keeping the client updated.

How does The Language Doctors approach cross-cultural communication and translation services differently from other providers??

We adopt a personalized approach with each of our partners. Our President always emphasizes tailoring our services to meet their needs rather than having the "one-size-fits-all" approach. Providing exceptional translation and interpreting services requires thorough planning, including setting clear communication channels, establishing expectations, and defining deliverables. We prioritize building a strong foundation for every partnership we enter to ensure project success.

Moreover, we prioritize quality, and our project managers are known for their meticulous attention to detail.?

How has the demand for translation and interpretation services changed over the past few years, and how has The Language Doctors adapted to meet these changes??

The industry has been undergoing significant changes due to the emergence of new technologies such as machine learning and artificial intelligence. However, at TLD, we are not afraid to embrace innovation. We view technology as a complement to our work, allowing us and the industry to automate repetitive tasks and focus on tasks that require human skills. In the field of translation, we have developed translation memories over the past decade, enabling us to offer substantial discounts to clients for repetitive content and complete projects much more quickly. We also have internal tools for automating processes and are proponents of on-demand models. To see an example of our innovative approach to interpreting, look at our Connected Care On-demand Interpreting Platform: https://cc.thelanguagedoctors.org/

What are some of the biggest challenges businesses face regarding cross-cultural communication, and how can The Language Doctors help address these challenges??

Some companies underestimate the significance of language and culture in conducting business. Even though English is spoken by 17% of the world's population, research has demonstrated that businesses that prioritize translation efforts have a 50% greater chance of generating new revenue growth than their Fortune 500 peers who do not. At TLD, we offer services that help individuals and companies communicate effectively and succeed.

Can you speak to The Language Doctors' impact on the communities and organizations it serves locally and globally??

We constantly expand and enhance our on-demand interpreting platform, aiming to provide businesses with convenient access to professional interpreters anytime and anywhere.

We are also conducting beta testing for our internal marketplace, which focuses on freelance marketing services. Through this marketplace, we assist clients in finding pre-screened and highly skilled marketing experts who can cater to their ongoing marketing needs.?

What are some of the new developments or initiatives that The Language Doctors has in the works, and how do they reflect the company’s mission and values?

The translation industry is characterized by a low barrier to entry, resulting in the frequent emergence of new agencies. Pricing plays a significant role in this industry, but unfortunately, many players compromise on quality. However, given our predominant focus on pharmacy, healthcare, and medical sectors, there is no room for error. Despite the prevalence of vendors engaging in bidding wars, we refrain from such practices and prioritize quality above all else.

At The Language Doctors, customers can expect a personalized approach to translation and interpreting services, prioritizing quality and attention to detail. With a focus on the healthcare and medical sectors, TLD has demonstrated its commitment to excellence and innovation. From our Connected Care On-demand Interpreting Platform to the internal marketplace for marketing services, TLD constantly seeks new ways to provide exceptional service to our clients. Follow us on LinkedIn and stay tuned for more!?