Multilingual Customer Service: What Every Business Should Know

Why offer multilingual customer service? The United States has become increasingly diverse. Diversity in our country is at the heart of America. In fact, more than 350 languages are spoken in U.S. homes. As populations continue to shift, and we become more linguistically diverse, the need for businesses to provide effective multilingual customer service increases across all industries and effective interpretation and translation services are key to serving the needs of linguistically diverse customers.

The growing need for multilingual customer service solutions, like telephonic interpretation, is shaped by many population and demographic trends. Becoming aware of these trends and factors helps business to understand consumer needs in order to provide the best quality multilingual customer service to that fit the needs of today’s customers. The U.S. marketplace consists of millions of people that speak a non-English native language. 8% of the United States population is limited in their use of the English language. What does this mean for your business? If you aren’t offering excellent customer service in the language of your customer, your business could be losing out.

1 in 6 U.S. organizations is losing business due to a lack of language skills and cultural awareness in their workforce.

Just how important is language support to your customers?

Watch the video below for 7 consumer behavior findings that may surprise you…

Customer Experience: 7 Reasons to Offer Multilingual Customer Support

The Importance of Multilingual Customer Service: 5 Trends for Businesses to Know

 

1. People Prefer to Do Business in Their Native Language

Research has shown that people prefer to do business in their native language, especially when they have limited-English proficiency. This gives businesses and organizations an opportunity to speak directly to these markets in the language they prefer, giving them a leg up on competition that does not have the proper translation or interpreter services for these consumers.

According to a Common Sense Advisory report, 80% of people surveyed with limited-English proficiency prefer to buy from websites presented in their native language, and 55% of those surveyed buy only at websites where information is presented in their language.

 

2. Hispanic Influence Surges

50% of U.S. population growth from 2010 to 2015 has come from Hispanics, and the U.S. Census expects the U.S. Latino population to more than double within the next two generations.

The U.S. Hispanic market was booming in 2015 at $1.3 trillion. In 2020, that amount is expected to reach $1.7 trillion. Neilsen

While younger generations of Hispanics are becoming more English-dominant and predominantly bilingual, Spanish is the most spoken non-English language in the United States, and providing translation and interpreter services for the Spanish language market is increasingly important for visibility and potential growth.

 

3. Asian Languages Market

The Asian languages market is not one that businesses want to miss out on! After English and Spanish, Chinese is the next most commonly spoken language in the United States, and the most commonly spoken language in the world, outnumbering English speakers 2:1.

Whether doing business globally or providing interpretation and translation to better serve your customers and clients, Asian consumers have buying power. According to Selig Center Director, Jeff Humphreys, Hispanic and Asian consumers are driving the U.S. economy forward. The Asian market, roughly 18.3 million Americans, was $825 billion in 2015 and is projected to grow to $1.1 trillion in 2020. UGA

 

4. LEP Population Trends

There was a record 42.2 million immigrants living in the U.S. in 2014, making up 13.2% of the nation’s population. Pew Research

Between 1990 and 2013, the LEP population grew 80% from nearly 14 million to 25.1 million. That’s over  8% of the U.S. population. Migration Policy Institute

Businesses must recognize the incredible opportunity to speak directly to those with limited English proficiency.  The LEP consumer buying power is to show considerable growth in the coming years. Hispanic and Asian-American populations alone represent 70% of LEP consumers in the United States, and providing excellent language services means not missing out the opportunity to connect with and serve new markets who are willing to buy.

 

5. Language Services on the Rise

There is no doubt that language services are not a luxury, but becoming a necessity for most industries. The size of the overall global language industry in 2016 was $40 Billion (USD), and there are no signs of slowing that trend, with estimates of up to $45 Billion by 2020. Common Sense Advisory Research projects an annual growth rate of 6.46% for the language services market.

How can businesses get ahead with multilingual customer service?

For businesses selling products online, that may mean translation services. For those with call support, improving your customer experience, satisfaction, and retention may require on-demand support like over-the-phone interpretation. Translation of important documents can be helpful for many industries who need to have written communication with clients and customers.

Download the Free White Paper!

Telelanguage has been helping businesses to improve their multilingual customer service since 1991. On-demand language support is available 24/7, 365 days a year, and with 5,000+ interpreters ready to speak in over 300 languages, you can serve the language needs of your customers…no matter what language they speak.

Our goal is to help our clients provide the highest quality multilingual customer service. Telelanguage knows that when language barriers arise, excellent customer support is key. That’s why we offer full-time, dedicated customer support.

Connecting Humanity Through Technology: The Importance of Offering Language Services as an Organization

[DOWNLOAD THE FREE WHITE PAPER] to help you understand the importance and process of utilizing interpreters and translators in your business.

Ready for a better way to serve the language needs of your customers?  Contact Telelanguage today for a free demo or request a quote for your business. We’re here to help you provide the highest quality multilingual customer service! 

Certified interpreters ready to speak in over 300 languages!

Call us today at 888-983-5352

Serving the language needs of businesses since 1991.