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Recent studies reveal that more than two-thirds (69%) of global consumers believe it’s extremely or very important that brands offer an end-to-end customer experience in their native language. A multilingual end-to-end customer experience starts from the first touchpoint in the buying journey — a translated website, for example — to even after the product is sold — like customer service in their native tongue.
However, this is just an added complexity for contact centers: it’s already daunting to deal with the major infrastructure and large head count required to keep a customer service center running, and if they wish for 24/7 coverage on a particular language, they’d need at least four people who spoke that particular language to cover shifts (which doesn’t account for any time off).
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