Inclusion is the new engagement

Inclusion is the new engagement

When in a very challenging situation, you may have peers or friends around you saying, “Everything will be okay.” They speak to you in a way that they are connected or in a language or tone that feels close.
But your inner voice comes to you in a truly uplifting language that stays close to your heart. It is always your native tongue. This language varies for each one of us: it could be Tamil or English, French or Spanish, German or Russian, Hindi or Arabic, or any language.
Your mother tongue makes you feel comfortable enough to fix anything. And that is exactly what customer support with Zoho Desk is about. It is about telling your customers “Everything will be fine" in their own mother tongue.
Something like this...
Alles komt goed                                    எல்லாம் சரியாகிவிடும்                                      すべてうまくいくでしょう
    सब कुछ ठीक हो जाएगा|              все будет хорошо              Alles wird gut              wszystko będzie dobrze
הכל יהיה בסדר                    tout ira bien                    alles sal reg wees                    كل شيء سيكون على ما يرام

More than business, it’s emotional support  

This International Mother Language Day, we want to highlight how customer support is about emotional as well as business support. It connects with customers at their most vulnerable moments like payment failure, product issues or the issues because of the issues. In such moments, language matters. Speaking to customers in their mother tongue puts them in comfort and increases their trust. 
When customer support speaks your language, they just don't solve your issues; they value your identity.
Zoho Desk empowers both customer support representatives and customers with its features to provide a wholesome experience.

What’s in it for customer support professionals?  

Customer support works best when both customers and support professionals operate in their comfort zones. While we often say, “the customer is king,” true service excellence happens when agents feel just as supported and valued.
Here's what Zoho Desk's got for the agents working inside:
Agents can choose their interface language to view menus, navigate modules, manage tickets, and work across dashboards from their profile settings. Currently, Zoho Desk supports 26 languages to increase accessibility for agents, improve their confidence, and efficiency while resolving tickets.

But what about tickets?  

Yes, tickets don’t arrive based on agent preferences. They arrive in the language the customer writes in. If a customer writes in Spanish, Hindi, Tamil, Marathi, or French, the ticket appears in the respective language.
For this, Zoho Desk offers built-in translation support. Agents can use Googles translate option within the ticket view to translate the ticket. It doesn't stop there. Agents can also type their responses in the resolution box, translate them into the customer's language, and send replies. You can also use Zoho Translate, powered by Zia, to translate your tickets.

So, how about customers?  

Customer engagement is not only about resolving tickets. It involves empowering customers, reducing their waiting time, and making a resolution available. Making a self-support customer-centric approach strengthens customer relationships irrespective of your business size and location.
Zoho Desk offers a multilingual Help Center where businesses can enable multilingual support for the Help Center portal. With this, users can choose to have the Help Center in their preferred language. You can also translate the knowledge base articles into various languages to help people from different regions.
These settings will enable customers to search FAQs quickly, understand solutions clearly, and sort their challenges soon. Finding a solution in your own language is far easier than mentally translating technical instructions. So, when customers read and understand in their own tongue, along with their confidence, engagement also increases.

And how do they connect?

Every customer support is centered around one thing: "The Human connection".
Nothing can replace the warmth of a human connection to resolve issues, provide solutions, and offer a culturally aligned response. Customers get comfortable, gain trust, and loyalty when they interact with support reps who speak in their language, work in their time zone, or even from their region. With Business hours and automation, you can form region-specific teams, route agents to local time zones, and offer localized communication. You can connect with customers locally, provide support globally, and create engagement meaningfully.
This International Mother Language Day, let us look at customer support differently:
It is about solving issues, reducing response time, and improving metrics by valuing culture, language, identity, and ethnicity, because these are what make every customer unique. When customer support respects identity, engagement becomes emotional, loyalty becomes natural, and connection becomes stronger.

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