Delivering multilingual support has become table stakes instead of just a nice-to-have. However, communicating with customers in their native tongue means overcoming language and cultural barriers and, along with it, unique challenges that impact the business:
- Sourcing, hiring, and training customer care experts who are fluent in each necessary language can be time-consuming and costly.
- The scalability of the customer care team can be limited by a company’s ability to grow or adopt new tools.
While artificial intelligence (AI) can offer scalability and cost savings, people must still be involved in providing customer care to ensure sensitivity and personalization. This E-book discusses how a hybrid approach allows companies to optimize support operations while providing a high-quality customer experience led by empathy.
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