How Language Impacts Customer Experience and Your Bottom Line

How Language Impacts the Customer Experience and Your Bottom Line Capture more market share by offering multilingual forums and live chat as customer service channels $45,000,000,000,000 The economic potential of online communication THE CHALLENGE 90% (72% 10% 90% of online Yet 72% of web users And only 10% of business is done are NOT native online content is in English English-speakers being translated How Does Language Impact Your Brand? (20% 75%) Previously there were only 2 options to address the language challenge... Only 20% of non-native English speakers are comfortable with English-only support 75% of non-English speakers will not buy from an English-only site EChat *Community 1. Set up local contact centers & hire multilingual or native-speaking agents 2. Force customers to English-only 1. Silo customers into language specific forums & hire native- speaking SMES 2. Force customers to English-only forums Support Channel Costs (Price per customer interaction) conversations Consequences... • Expensive, unscalable & low traffic business model • Increased volume of costly support Consequences... • <10% of non-English speakers will contribute to an English-only site • NO knowledge sharing $162 $77 $39 $0.06 calls PHONE EMAIL CHAT COMMUNITY SELF SERVCE Manage variations common in digital communication THE SOLUTION GEOFLUENT by Lionbridge Enable global engagement & multilingual communication Proper Names & Branded Terms with a real-time automated translation solution Regional & Industry Specific Vernacular This is possible by combining Lionbridge's Localization Expertise with Microsoft Translator- The Industry's Most Advanced Machine Translation Engine Slang, Typos & Misspellings Intelligent & Accurate REAL-TIME Machine Translation Understandable & Actionable Translation Cloud-based Saas solution Customizable to Seamless integration with + LivePerson + ISL Online + Zimbra (Telligent) + Lithium your brand & terms + Moxie + Public API Security & Privacy Assured Immediate ROI onDemand Functionality Defelction of Costly Support Calls Multilingual Chat Multilingual Community + Improved conversion rates Customers who use live chat while shopping are 7.5x more likely to buy + Decreased time-to-resolution + Efficient utilization of existing agents + Increased participation + Improved global SEO + Expanded reach of global super-users + Reduced cost of administration INCREASE CUSTOMER SATISFACTION & BRAND LOYALTY GEOFLUENT Contact Us for a Live Demo by Lionbridge © 2014 Lionbridge I www.liorbridge.com