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Multilingual Customer Experience

Customers will go through a lot to reach you and purchase your product or service, with numerous chances presented to divert to a competitor. Your brand, support and marketing will dictate their experience and whether they return and recommend, or simply leave. One of the biggest barriers you’ll encounter in reaching, converting and holding onto your customers is language. But fortunately, as of now; it’s one of the easiest to solve.


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Why bother with Multilingual Customer Experience?

Multilingual Customer Experience – Good MCX is not a new concept, treat your customers well and they will hopefully return. However, in the context of digital innovation, CX has certainly gained pace and importance in the wake of the pandemic.
Cultivating the path of least resistance for leads begins by allowing them to negotiate each aspect of the customer journey whilst limiting the obstacles they may encounter. The first and foremost of these being the barrier presented by language.
Extending the reach of your enterprise beyond the borders of your market or even into existing foreign-language communities within it allows you to tap into a new market share with minimal effort and expense. Converting global customers and then empowering them to stay loyal to your brand is most readily accomplishable when the customer experience that you offer is multilingual.

Suffuse your business with Multilingual CX

Awareness – Omnichannel marketing isn’t one-size-fits-all. Content needs to be tailored to be medium and more importantly market-specific. Translation is a great place to start but localization means you are hitting the right notes culturally too.
Purchase – Most online consumers would rather “think, act, and buy in their own language”. By localizing catalogues, currencies, payment options, T&Cs and reviews for your target market, you’ll encourage your customers to ‘feel at home’ and at ease.
Adoption – With maximum understanding and engagement, your customers can become brand ambassadors. Enabling them to engage with your offering and brand at the highest capacity possible by translating all the materials associated with them.
Retention – Multilingual omnichannel support is the gold standard. Instructions, help articles, FAQs, messaging, social media and AI chatbots can and should be available in the languages prevalent in the markets you serve or intend to.
Expansion – “Customer Success is where 90% of the revenue is”. If you can’t satisfy your existing customers it stands to reason you won’t keep your new ones long either. After-sale engagement is at its most effective when provided in a customer’s native language and Understanding marketing material will aid in your cross and upsell activities.

Features and Integrations

SEO Translation
The all-important metric of being found online. Translating and localizing your SEO terms will vastly increase your visibility in a target market. Expand your capabilities across new languages and regions.
E-Commerce Localization
Reach new markets with low-cost, scalable translation of any and all content on your e-commerce website. Localize product descriptions, currencies, payment options, T&Cs and reviews for your target market.
Website Translation
Being able to quickly create multilingual versions of web pages allows your target audience to actively engage with your product or service. Our WordPress Plugin handles this seamlessly and for sites not built through WordPress, our CMS Crawler can handle it instead.
Multilingual Customer Support
Our Zendesk solutions allow for quick and accurate engagement with your customers when they reach a pain point, where speed and accuracy are integral for understanding and solving a problem
File & Format Flexibility
Files and formats come in all shapes and sizes. TextUnited work with over 30 different files types and are always looking for ways to customise or augment a workflow to best suit your needs
Voice of Customer
With Kumul, you can learn what your customers really think, no matter where they live, breaking down communication barriers with a realtime, multilingual VoC tool.

Can true CX exist in a language vacuum?



Measuring sustainable business practices right down the supply chain


“Context is king in understanding farmer realities in diverse regions of the world,” says Louise Salinas, Director of Administration for COSA. “That’s why getting the language in our surveys right – both the literal translations and the contextual references – is crucial for us.”
Supporting forward thinking enterprises to better reach and better serve, both upstream and downstream, is an important part of TextUnited’s strategic direction. Combining various features and integrations with a customer-centric and feedback-driven approach means we can customise our multilingual customer support solution to your business, no matter the industry, size or goals.

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14 days. 100% satisfaction.

Multilingual CX

CX leaders have stated that the ability to quickly adapt to the changing needs of customers was their biggest pain point of 2020 and the highest priority going forward.
Meeting your consumers where, when and how they desire across the customer journey will help nurture brand loyalty. Be nimble and willing to adapt to an ever-changing environment.

Contact info

The TextUnited team has many years of experience in translation, both as a provider and a client.
Contact us if you are looking to modernize your translation structure and processes.
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Does TextUnited provide customer support solutions?

Yes. We can help you translate any communication touchpoint that you have with your clients, whether it be support via Zendesk, emails, forms or something else. We want to help you to speak the languages of your customer base, wherever in the world they are!

Does multilingual customer experience help conversion rates?

Yes. Not only this, but multilingual customer experience increases loyalty of existing clients and overall retention rates. It is becoming a must have, and is not just one single product. We will work with you to tailor a range of solutions that best serve your current customers and allow new customers to see you and buy with you. We take a personal approach to customer experience.

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