EMTGlobal™ helps customer support organizations drive adoption of self service channels and assisted online support channels by enabling language-personalized communication solutions that boost customer experience and decrease time to resolution.
Customer care organizations are tasked with some of the greatest challenges in the corporate landscape. They are required to improve customer experience with every client interaction while continually reducing associated operational costs. At the same time, customer expectations are on the rise. Customers expect that the information they seek will be readily available for consumption on-demand and that the time-to-resolution will be short if not immediate.
To address these challenges, customer support organizations encourage their customers to leverage self service (online support knowledge bases) along side cost-efficient on-line engagement channels (chat, email and social media). The good news is that according a survey performed by Coleman-Parkes for Amdocs, over 90% of respondents said they would use an online knowledge base if it were available and tailored to their needs.
Language personalization is a good place to start when tailoring to customers’ needs…
Enabling multilingual customer support
EMTGlobal™ allows customers to search and find relevant information in their native language. It enables customers to communicate with support agents in the language they prefer. This helps boost customer experience, shorten time to resolution and drive a more effective customer support strategy.
Multilingual support knowledge bases for self service – Language-personalized knowledge bases allow more users to search and find what they are looking for.
On-demand translation of support content – Instant translation enables balancing the need for effective global self service channel with the necessity of keeping data management and translation costs to a minimum.
Multilingual live chat – Enabling real-time translation with live chat provides a true alternative to costly call centers in addressing complex support issues for non-English speaking customers.
Global CRM and multilingual email communications – Allowing customers to communicate with support representatives (CSRs) in their own language while reducing costs of specialized resources.
Global discovery and sentiment analysis – Enabling mining of multilingual social media information for comments about products and companies as an early warning system for product management and customer care.
Improving the customer experience has a direct and significant impact on a company’s bottom line. By providing global customers with support solutions tailored to their needs, Safaba helps drive customer loyalty, increase customer acquisition and improve customer retention.