19,500 dialects with 121 languages.
No, this isn’t the total number of languages in the world, but only within India, one of Asia’s biggest countries. As a traveller, have you ever asked for directions in a foreign country or a city where they might not speak or understand your language? I did. Once.
During one such trip to Chennai, a metro city in India, I asked a rickshaw driver for directions in Hindi, he answered in Tamil. Long story short, I ended up at the beach instead of the railway station. (That’s a story for a different time). The point is, many businesses are facing their own "beach-station" moments due to language barriers.
Let's understand some of these challenges more closely.
The Rising Challenge of Language Barriers
1. Missed Opportunities
In a region as diverse as Southeast Asia, businesses often face the challenge of effectively communicating their value proposition. A compelling product or service can be overlooked simply because the messaging isn't clear to a non-native customer or prospect.
Imagine an innovative Filipino fintech startup, offering a unique payment solution, tries to enter the Indonesian market. However, if their customer support service is only offered in English, instead of Bahasa, and remains untranslated or poorly translated, it will fail to resonate with the local customers in the region. As a result, a potentially game-changing solution will face difficulty in gaining traction.
2. Increased Support Costs
Misunderstandings due to language barriers can lead to longer resolution times. Each misinterpreted enquiry or wrongly translated response not only frustrates the customer but also adds to operational costs.
Imagine an e-commerce platform from Singapore expands its operations to Vietnam. However, their customer support, unprepared for the linguistic nuances, faces a surge in ticket volumes. Resolving issues takes longer, leading to increased costs and frustrated customers.
3. Reduced Customer Satisfaction
When businesses can't cater to the local language effectively, it can lead to incorrect interpretations, wrong purchases, or unmet expectations, all of which sour the customer experience further. Customers may never be able to resonate with your brand if you aren’t speaking their language.
Imagine an online fashion retailer from Thailand trying to cater to the Malaysian market. However, subtle differences in language lead to product misinterpretations. A customer expecting a certain type of fabric or design receives something different, leading to returns and negative reviews.
4. Training and Resource Limitations
The above scenario can be avoided, but training staff to cater to every language is a daunting task. Even if businesses invest in training, there's always a risk of missing out on regional dialects or nuances.
A Hong Kong based hotel chain, expanding its operations to India, invests heavily in training its staff in India. However, they struggle with regional dialects, leading to miscommunications with guests from certain states and union territories.
5. Cultural Misunderstandings
Language is deeply intertwined with culture. Even if the words are translated correctly, the message can miss the mark if cultural nuances aren't considered. This is something a business seeking to scale its operations cannot afford to ignore.
CINNOX Chat Translation: Your Passport to Scaling Globally Like a Pro
Just as we see in the bustling bazaars of any Asian country, a trader's success isn't just about the quality of his goods. It's about his ability to haggle, charm, and communicate. Similarly, in the digital marketplace, businesses need more than just a stellar product or service; they need the power to communicate effectively across borders.
In our latest product release, among many exciting updates, we have launched Chat Translation directly within the chatroom. Here's how CINNOX's Chat Translation, powered by OpenAI, becomes that game-changing tool:
1. Understanding Beyond Words
Furthering our mission to pioneer industrial internet, CINNOX's Chat Translation can aid customer support agents in delving deeper than mere words written by customers. When agents are empowered with the translation capability, they are well-equipped to gauge a customer’s sentiment, or unwritten nuances, ensuring that every customer feels truly understood.
2. Instant Clarity, No Delays
Delays in responding to customer enquiries can be costly. With real-time translations, enquiries can be addressed instantly, ensuring that customers never feel lost or ignored.
3. Empathy Across Borders
With OpenAI's prowess, CINNOX ensures that empathy isn't lost in translation. Support teams can resonate with customers' feelings, building trust and rapport across borders with contextual communication.
4. 24/7 Support, No Language Barriers
An enquiry from Kuala Lumpur can be followed by one from Hong Kong. With CINNOX's Chat Translation, support teams are always equipped, always ready, ensuring that every customer, irrespective of their language, feels valued.
5. Consistency in Quality
Consistency is the key to success. CINNOX ensures that every customer, from every corner of the world, irrespective of their language, receives the same high-quality support, setting a gold standard in customer experience.
Getting Started with CINNOX Chat Translation
At CINNOX, we envision a future that’s unburdened by constraints, where the traditional and digital touchpoints seamlessly merge. As pioneers of the Industrial Internet, we see a horizon shimmering with endless possibilities powered by AI. This is our first step in a mission to deliver information-driven data that not only empowers AI but also elevates customer experience, employee experience, and ultimately, business outcomes.
Our proficiency in the science of communication and enterprise AI transformations equips businesses with predictive, optimised, and intelligent systems, developed with a data-first approach. We are empowering businesses to not only understand their customers’ pain points more closely, but also bestowing them with an unparalleled understanding of their operations and the multifaceted factors influencing them. Beyond mere pattern detection or informed decision-making, it's about cementing your business’s position as an industry trailblazer, adept at manoeuvring through intricacies with clarity and strategic insight.
Embarking on a journey with CINNOX's Chat Translation is akin to setting sail on the serene waters of the wide blue ocean. It's smooth, it's scenic, and it promises an adventure. But before we hoist the sails, let's ensure we're well-prepared for the voyage:
If you are our Omnichannel Contact Centre or The Ultimate CX Hub subscriber, here’s a step-by-step breakdown of how you can set-up the Chat Translation for your business on CINNOX.
Tips for Optimal Use of Chat Translation on CINNOX
Encourage customers to specify their preferred language at the beginning of a chat.
Regularly review and update the language settings based on your business needs.
While the chat translation capability is powerful in itself, always ensure your support team understands the context to provide the best possible service.
Encourage both customers and support staff to provide feedback on translation accuracy. This will help you identify areas for improvement and ensure that the tool meets the communication standards your business aims for.
Encourage your support team to use concise and straightforward sentences when communicating. This reduces the chances of mistranslations and ensures the message is conveyed clearly.
CINNOX's Chat Translation is amongst the first of AI-powered capabilities made available to our customers. It is designed to cater to a wide audience, supporting a vast array of languages, and will continue to grow with time. This ensures that businesses can communicate effectively with customers from diverse linguistic backgrounds.