Customer Service Language Translation – the Omnireach solution

Introduction

In a modern world, a multi-lingual society can pose either a problem or an opportunity for business. You don’t bring your credit rating with you when you migrate, or your no-claims bonus. (There are specialist financial services for both). However, you do bring your native tongue. And we’re not just talking about migration to Britain, think of your average ex-pat in Spain – language can be a barrier. So customer service language translation needs a solution.

The Language Barrier

As we’ve often discussed, the purchase of a product or service tends to be the easy bit. It’s when it goes wrong, there is a dispute or an issue that challenges occur. Now add a non-native dialect, and customer service language translation becomes an important element of the journey.

Contact Centres cannot be expected to have language experts covering every customer preference. In the UK 10% of the population list English as not their main language, and within that 10% there are at least 15 languages spoken by over 100,000 people.

As a result, a translation solution is an important tool in the pursuit of customer service excellence.

The Omnireach Solution

The award-winning digital chat platform utilised by 700 brands globally, Omnireach has the functionality to translate 92 languages across email, chat and SMS. Omnireach is powered by AI which resolves up to 95% of customer queries and handles administrative tasks such as ID&V. Within the platform Omnireach can detect and respond to different languages.

Should the customer be referred to a live agent, Omnireach offers a one click translation service. The agent clicks on the incoming message for instant translation, composes a response and once again a single click translates the message back for the customer. As a result the customer receives a seamless two-way conversation across email, text or webchat.

Conclusion

Omnireach removes the need for expensive translators and empowers every agent to communicate across 92 languages, providing a simple and effective solution. For customers the initial digital journey is handled by AI communicating in their preferred language. Customer service language translation is a built in function of Omnireach, a standard feature of Saascoms award winning software.