Engaging with your customers is an essential part of the sales cycle. Today’s customers are looking for brands that are prepared to connect with them on a regular basis and that will go the extra mile to ensure they have what they need.
As brands find new ways to connect with potential customers, it’s become increasingly essential for all businesses to achieve those goals. However, getting that connection and engagement is particularly difficult when you’re a global company reaching out to a diverse audience. Communication isn’t just a matter of translating words.
Personalized engagement means understanding cultural nuances and so much more. Implementing multilingual AI chatbots for global customer engagement can go a long way toward creating that sense of engagement in customers worldwide, increasing their engagement with your brand.
The Importance of Customer Engagement
Customer engagement isn’t just a buzzword. It offers many essential advantages for your brand. Today’s companies cannot afford to let customer engagement slide by the wayside. Instead, they need to focus on that vital connection to their customers.
Attract New Customers
Engaging new leads is essential to guiding them through your sales funnel and encouraging them to connect with your brand. If customers aren’t engaged, they have little to no interest in seeing what your brand has to offer—and often, that means that they’ll turn to your competitors.
Many brands are increasing their spending on customer engagement. As a result, if you aren’t creating a sense of engagement, there are other brands that are—and that means missed opportunities for your brand.
Build Customer Loyalty
Customer loyalty is essential. Repeat customers are much more likely to buy from your brand—and they spend more than first-time customers. Engaged customers generate around 51% more revenue than disengaged customers. Furthermore, they’ll spend around 60% more per transaction, and spend 23% over the course of their life cycle with your company.
Disengaged customers, on the other hand, mean missing out on those opportunities—and in many cases, they’ll end up taking their business to your competitors, instead.
Increase Customer Retention
Satisfied, engaged customers are much more likely to stay with your brand. Great customer service experiences, including a high level of engagement, increase the chance of repurchases and renewals by 82%. Furthermore, 70% of customers will pay more for a “convenient” experience—including one that allows them to connect more fully with your brand.
Communication: It’s More Than Just Translation
Communicating with global customers is about so much more than just translating words between customers. Personalized engagement allows you to connect with all your customers on a deeper level.
Cultural Nuances
Understanding cultural nuances is essential to communicating with a global audience. Different cultures perceive things in different ways—and that means that you have to change the way you connect with them to meet their needs.
Little things—from the colors you choose to the images you select—can have a big impact on the way customers perceive your brand and their interactions with you. Unfortunately, those nuances do not always translate well.
Emoji Use
Emojis have become an increasingly popular mode of communication, with older and younger generations embracing the beauty of this simple strategy. However, using the right emojis can be more complicated when you’re dealing with a global audience and brand.
Some people are more likely to use and respond to specific emojis in particular situations. Increasingly, many brands are recognizing those differences—and emoji creators are including people from different backgrounds and cultures in their overall representation. However, you want your connections with your customers to include attention to those critical details.
Images
The images you choose for your advertising, emails, and connections with customers should be based on cultural preferences and nuances. Those images can make a big difference in the overall response to a brand. Simply transitioning those images to something that is understood and appreciated by a diverse cultural audience can allow customers to feel more engaged with those communications.
Buttons
Even button placement can influence the way customers connect with your company. Properly placing your buttons—and choosing images and solutions that resonate with your target audience can make a huge difference in engagement.
Improving Engagement Through Multilingual Chatbots
Implementing multilingual chatbots for global customer engagement is an essential part of improving your interactions with customers and providing the increased engagement your business needs to improve those connections.
Multilingual Chatbots Help Develop Deeper Relationships With Customers
Multilingual chatbots powered by AI are ideally positioned to develop those vital connections with customers. They can personalize the messaging based on where your customers are, what language they use, and even how they interact with the multilingual chatbot.
Instead of simply translating the content into the customer’s preferred language, multilingual chatbots provide deeper-level connections for those customers, including offering suggestions, recommendations, and images based on the content they are most likely to relate to. This, in turn, helps customers feel a deeper sense of appreciation for your brand. As a result, they will return for future purchases or increase their spend during their initial connection with your company.
AI Chatbots Adapt Based on Customer Feedback
Not only can multilingual chatbots provide personalized interaction for each customer, but they can also collect essential feedback from the customers who are choosing to connect with your company. Through those AI chatbots, you can collect data and use it to adapt your marketing, products, and customer interactions. That can include:
- The questions customers are most likely to ask.
- The problems customers are most likely to have with the products.
- Any issues customers have with the website or its content.
- The products or services customers are most interested in.
- The information customers have the hardest time finding when they connect with your brand.
Your multilingual chatbot will take in information throughout its interaction with your customers, and then offer that information to you. Next, you can act on that information to ensure your brand is meeting its ongoing goal of increased customer engagement and better customer support.
Chatbots Provide Support When Customers Need It
Today’s customers need to connect with your brand from anywhere, at any time. They need to ask questions when they pull a product out of the box at two in the morning or check in at midday when they’re on their lunch breaks. In addition, when you’re serving a global audience, there’s never a time when it’s convenient for your customer service team to be offline.
When you utilize multilingual chatbots, however, customers don’t have to wait for a representative to be available. Instead, they can connect with your brand when it’s most convenient for them, allowing you to deliver enhanced engagement and connection at any time.
Multilingual Chatbots Improve the Customer Journey
When your AI chatbots integrate with your other systems, including your CRM, you can keep track of the interactions customers have with the chatbot. This data will further help you guide them and future prospects through their customer journey. If customers are regularly asking questions about certain products or services, for example, you can include that information as part of your future marketing and personalization.
Furthermore, AI solutions can detect customer intent, which means you can get a better feel for what your customers need or are likely to want from your brand in the future.
Use AI to Free Up Customer Service Representatives
Often, there are tasks that only a human representative can take on. While it’s possible to automate many tasks, your human customer service representatives still fill a vital role in your company, whether that’s finding information that isn’t included in your database or delivering specialized support to customers with niche needs.
Your chatbot can free those representatives’ time by taking on simple, repetitive tasks that are easy to automate—and that means that your representatives will be able to focus on the tasks that only they can do.
Chatbots Improve Lead Scoring
As part of their programming, multilingual chatbots can score leads and give you a better idea of which customers are likely to make a purchase, both now and in the future. Lead qualification and scoring allow you to focus your attention on the leads that are most likely to make a purchase, which means you can better manage your ongoing customer interactions. Furthermore, lead scoring ensures that important leads do not fall through the cracks, so you don’t miss out on sales.
Reach Your Global Audience With a Multilingual Chatbot From AtlasRTX
At AtlasRTX, we offer a wide range of services designed to help your business automate essential customer interactions and improve your customer engagement. With our multilingual chatbot solutions, you will see increased customer appreciation for your brand and enhanced appreciation for what you have to offer. Are you ready to improve your customer service offerings? Contact us today to learn more about our chatbot, lead qualification, and customer service solutions.
