Ayman Hamdan, CEO of UnifonicX

By Ayman Hamdan, CEO of UnifonicX
Unlocking strengths of multilingual Customer Engagement Platform in the Middle East

Effective multilingual communication is becoming increasingly important in today's globalized economy, in which people are able to work or live anywhere. The Internet World Stats reports that less than 27 percent of web users speak English, and half of all online searches are in other languages. As a result, clear communication is critical in every industry. The Middle East has been a pioneer in this regard, with people from all over the world choosing to live and work here and dozens of different languages being spoken daily. 

This diversity comes with a multitude of benefits, including more diverse lifestyle options and an increased cultural understanding. Combining many cultures presents businesses with promising cross-cultural communication possibilities, such as providing customer support in native languages. According to studies, 79 percent of contact centers support customers who are not native speakers of their primary language of operation. Research has shown that hiring support representatives who speak more than one language is the most common method support teams use to provide multilingual support. However, 85% of support managers find it challenging to recruit representatives who meet this requirement.

Communicating with customers in their native languages is a clear competitive advantage in the region, where cross-border business and international trade are prevalent. Research shows that 72.1% of consumers are more likely to purchase if the product information is available in their native language. This is because effective multilingual communication facilitates seamless transactions, reduces misinterpretations, and fosters robust customer relationships with customers from diverse cultural backgrounds.

According to reports, more than 29 percent of businesses have lost customers due to a lack of multilingual support. Multilingual Customer Engagement Platform can make a significant difference in an era where customer experience is paramount. This is because an efficient Customer Engagement Platform is the foundation of stronger customer-business relationships today and goes beyond simply being a technological tool. Even though this trend has been widely adopted worldwide, it is critical to comprehend the importance and possibilities of adopting multilingual Customer Engagement Platforms within the Middle East. Through this, businesses can demonstrate their understanding of the customers by speaking their language, which leads to increased loyalty and satisfaction. The nine industries that face the most pressure to offer multilingual support are the automotive, banking, government, healthcare, insurance, retail, software, and telecom sectors, as stated by ICMI.

Multilingual Customer Engagement Platforms are now integrated across multiple platforms. Chatbots on websites and social media are a prime example of how technology transforms customer-business interactions. They can detect preferences early in a conversation and respond accordingly, either by transferring to an agent who can converse in that language or respond in multiple languages through smart configurations and handle the query itself. Conversational AI tools that can power multilingual chatbots and translate text instantly are developing rapidly. In many cases, the translations are so extremely prompt and accurate that users will not even be aware of it.

Engaging with customers in their preferred language can also be achieved through voice-based interactions via IVR platforms, instant messaging apps, or voice assistants. Businesses can demonstrate their understanding of their customers' needs and respond appropriately by inquiring about their preferences early in the conversation. Storing this information in a centralized location for future conversations across all platforms will further drive improved customer experiences in the future, thereby bridging language gaps and delivering personalized experiences.

Given that Saudi Arabia and the Middle East are thriving hubs for start-ups and small businesses, Customer Engagement Platforms have an even greater impact on operations here. These businesses often lack the funding necessary for comprehensive internal translation or multilingual customer support. These companies can now reach a larger audience without incurring large overhead costs by taking advantage of multilingual Customer Engagement Platforms.

Likewise, cultural nuances are as important as the language itself. Multilingual Customer Engagement Platforms make sure that communications and interactions are appropriate and sensitive to local customs and etiquette. Businesses do not just simply prevent misunderstandings, but can actively demonstrate their respect for their diverse audience. Multilingual Customer Engagement Platform providers also ensure that all communications adhere to local and international regulations. This is particularly crucial in a region where data security and privacy are of the highest importance.

Multilingual Customer Engagement Platforms are becoming a necessity rather than an option, as companies throughout Saudi Arabia and the broader Middle East strive to adapt and prosper in a multilingual setting. As the world grows to become more interconnected, these solutions enable companies to interact with clients in a more meaningful and personal way, resulting in increased success, better opportunities, and heightened trust. 

At Unifonic, we have continuously displayed our dedication to empowering Middle Eastern businesses with the resources they need to succeed in this diverse environment. Our state-of-the-art multilingual Customer Engagement Platforms are made to support businesses on this journey by guaranteeing seamless communication with partners, consumers, and other stakeholders. By seamlessly connecting our region with the world and enriching customer experiences, Unifonic hopes to support Saudi Arabia’s journey toward the next generation of communication.

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