Whitepaper
Multilingual hubs:
How do I bridge the gap between me and my customers?
Being able to converse with your customers is a foundational proponent of connecting with them. And connection with your customers is everything at a time when 89% of organizations are competing mainly on customer experience.3
So how do you bridge the gap and provide support in multiple languages in a way that boosts your business and doesn’t tamper with your established processes?
4 key ways:
Multilingual hubs bridge the gap and help you take your brand across borders
Gives you the ability to speak your customers’ language
Why is it so important to speak your customers’ language? The ability to speak their language feels more personalized and increases the likeliness that they'll trust and connect with you. For example, 67% of Gen Z and millennial consumers say relevant, personalized content increased their trust.4 And winning trust, especially nowadays, should be a concrete aspect of your brand’s business plan.
Boosts efficiency with a single platform for operations
Multilingual hubs drive and align efficiencies consolidating language support operations into a single platform. By consolidating and centralizing operations, it eliminates the need for separate platforms for each language. In the end, this is a game-changer for CX as it streamlines processes, reduces duplication and improves overall operational effectiveness and productivity.
Expands your brand into multiple geographies
Brands can easily grow and expand into new markets with the help of multilingual contact centers. By having a presence in various regions, brands can better understand local customer needs and tailor their support accordingly. Breaking down language barriers can enable your brand to establish a strong long-term presence in new markets and build trust with those customers. The end result? Business growth on a global scale.
Establishes a unified CX
Multilingual hubs are instrumental in establishing a unified CX. Through centralized multilingual hubs, brands can consolidate their global CX strategy and have more cohesive oversight. This ensures consistent and seamless support across different languages and enhances brand reputation and customer satisfaction. And at the end of the day, consistency is key — it leads to improved customer loyalty, retention and advocacy.
Spotlight
Foundever™ hubs in Portugal
A good example of a mature, strategic and thriving multilingual hub location is our Foundever hubs in Portugal.
Foundever has operated in Portugal since 1999 and has three physical locations in strategic premium areas in Porto and Lisbon. Our operations offer established delivery locations providing breadth and depth of skills with high maturity for multilingual contact center services. Local, pan-European and global organizations choose our multilingual centers in Portugal because we can create more value while providing native speakers with the required flexibility.
Seats
Sites
Clients
Languages
Workforce info
Population: 10.3M
Education: Numerous universities, colleges and institutes of higher education (94 in 2022)
Literacy rate: 97%
Services delivered
- Back-office support
- Complaints management
- Content moderation
- Customer care: Multichannel (voice, chat, email, social media)
- Retention and acquisition
- Technical support and service desk
Industries supported
- Automotive and manufacturing
- Banking and financial services
- Healthcare
- Retail
- Technology
- Telecommunications
- Travel and transportation
Languages supported
Albanian, Arabic, Bulgarian, Croatian, Czech, Dutch, English, French, German, Greek, Hebrew, Hungarian, Italian, Japanese, Mandarin, Nordics, Polish, Portuguese, Romanian, Russian, Slovenian, Spanish, Turkish, Ukrainian
3 - Gartner, “Top strategic predictions for 2024 and beyond,” gartner.com.
4 - Adobe, “Building consumer trust,” adobe.com.