Using a translation service involves more than simply sending a document to the translator and then receiving a flawless translation back. It is a collaborative process in which the role of customer care is particularly important. Working with a professional translation agency can provide particular advantages in this respect.
Good service is hugely important. Accenture reports that $1.6 trillion is lost by US companies due to customers switch brands in pursuit of better customer service. McKinsey, meanwhile, states that how they feel they are being treated accounts for 70% of the customer’s journey. Quite simply, customers deserve good service and the translation sector is no exception to this rule.
So, what can translation company customers expect when it comes to customer service?
Customer service should be responsive. Whether customers engage with the translation company by email, phone, live chat or through social media, they should receive prompt responses. At Tomedes, for example, our translation services operate through a global network of language professionals, so as a business we never sleep. This means that we provide customer care 24/7 in response to the needs of clients around the world.
Customer care should also be high quality. This applies to each and every interaction between the translation company and those using its services. Any information provided should be relevant and accurate, while staff should behave politely and courteously at all times.
Flexibility is key to good customer service for translation clients. Every job is different, so the translation agency needs to take a personalised approach with each and every client. There’s no room for a ‘one size fits all’ approach when it comes to translation!
In practical terms, these values translate to translation clients interacting with their chosen agency in numerous ways. Firstly, the client can expect a dedicated account manager – someone who knows their translation project inside out and can provide answers to any queries that they may have.
Next, the client can expect superb language skills and relevant experience from their translator. Part of providing superb customer service is, of course, providing a top-quality translation. There will usually be some liaison during the translation process, as the translator raises queries in relation to particular words of phrases. Such queries should be dealt with promptly and efficiently wherever they arise.
Additionally, good customer service for translation customers should involve support with associated tasks. For example, with the payment mechanism that’s in place or with the way in which the translated document is presented. (At Tomedes, our dedicated account managers are available to assist with all such tasks, with the ultimate goal of providing a smooth, enjoyable customer journey from start to finish.)
Finally, translation company clients should be able to expect to have all their needs met in one place. This means that the translation company needs to work behind the scenes to deliver a superb choice of language pairings and subject-specific services. If a client asks initially for French business translation, for example, then decides to add German video translation to the project, the expertise should be in place to effortlessly meet this need.
Customer care is such an important part of delivering a business that 55% of customers are happy to pay more in order to gain that satisfaction (according to ThinkJar). Does this apply to you? Will you spend more with a company that makes providing great customer care a priority? Leave a comment below to share your thoughts. We would also love to hear about examples of superb customer service that you’ve received and why it was so special.