Ortsbo's Customer Care ProgramPosted by
fic73 on agoracom. Nice insight.
Again...Suck it bashers.
Mikael Blaisdell, President Customer Success Forum
The Hotline Magazine
Learn more at
www.ortsbo.com
MULTI-LINGUAL SOLUTION CUSTOMER CARE GLOBALIZATION AND INTERNET Business is going global. Most businesses must reach global markets to achieve growth objectives. Clearly, the Internet has played a big role in enabling the global opportunity, enabling us to connect and economically communicate with practically anyone in the world. However, the Internet hasn’t yet addressed one of the biggest challenges to globalization, the ongoing barrier of language. English-only content and communication is no longer an adequate answer because it misses more than 70% of the online global opportunity. Plus, the “hot” growth languages are relative newcomers to the internet, with Chinese, Russian, Arabic, Brazilian Portuguese and Spanish topping the list.
THE MULTI-LINGUAL CHALLENGE We all know providing appropriate customer care is a key to winning with customers ... that’s a given. But the unfolding of the customer care industry has created an ironic twist.
Early in this process of globalization, customer care providers were on a worldwide quest to find high-quality, low-cost geographies for English capable agents. This quest lead to concentration of operations, employees, infrastructures and investments in locations that include Latin America, the Philippines, and others. However, just about the time all this has become “conventional wisdom” globalization demands more than just English customer care. As a result, businesses and outsourcers are being asked to support more and more languages. Truly ironic since just as the quest for low cost English succeeded, it became an obstacle to the emerging demands of globalization. So now language is a huge challenge for three reasons. First, it’s difficult to find the languages needed in the geographies where you have operations. So for example, try to find Brazilian Portuguese capable agents in the Philippines, or similarly, Turkish speakers in Latin America, or for that matter Arabic speakers in the rural midwest..
Second, even if you can find the needed languages, you’re going to pay a significant premium for these agents. It’s not unusual to pay 50% more, or even double for agents with the required language skills. In some cases, this cost alone makes it difficult to justify the languages you need for your global customers.
The third challenge is subtle, but arguably the biggest of all. It has to do with the queuing issues associated with adding a new language to a customer care operation. Simply put, if you have one agent worth of volume for a language, you can’t just add a single agent to cover the new language. Clearly, one agent can not provide all the days and hours of coverage required. But the challenge is more profound because of the statistical distribution of customer volume. After all, customer volume doesn’t arrive in evenly distributed load. The well established models say you typically need to hire 5 to 10 agents to provide a targeted quality of service for a single agent worth of volume. In combination, these challenges create insurmountable barriers for companies to cover all the languages they need for their customers.
ORTSBO CUSTOMER CARE TM SOLUTION Ortsbo is a game changer for global customer care. That’s because the Ortsbo Customer Care solution makes all web agents multi-lingual capable. Simply put, your agents type their customer care interactions in English (or any language for that matter) and your customers immediately see it in their language. Conversely, your customers chat in their language, and your agents see it immediately in theirs. It’s all embedded in your existing eCustomer Care technology and process. Plus, it’s tuned to insure a high-quality, high-fidelity experience ... in fact, our experience shows customers generally won’t even be able to tell they aren’t working with a native speaker of their language. This overcomes all the big challenges of multi-lingual customer care.
Gone are the days of struggling to find agents with the language skills you need. Plus, Ortsbo eliminates all the cost premium of hiring multi-lingual agents. What’s more, you get the queue and statistical distribution benefits of your existing work / hunt groups because all your agents are multi- lingual enabled for all the languages you need. Ortsbo makes all your agents multi-lingual capable at a fraction of the cost of traditional staffing approaches PORTUGUESE ARABIC RUSSIAN SPANISH FRENCH ITALIAN JAPANESE KOREAN GERMAN ENGLISH OPEN UP A NEW WORLD OF CUSTOMER CARE
Multi-lingual Real-Time Cloud Delivered Embedded in Web Chat Linguistically Tuned High-Fidelity Experience Subscription Pricing Dramatic Value Based on proprietary technology and core inventions, Ortsbo Customer Care is an internet software solution, delivered via a global cloud service. So no matter where in the world, it works. What’s more, it’s all real-time. So no delays interrupt either the customer experience or agent productivity. The solution is delivered through an industry standard API, fully integrated into your customer care technology. So it works in your technology, in your customer process, and in the way your agents are used to working. Additionally, Ortsbo Customer Care isn’t a generic, one- size-fits all solution. We’ve all experienced generic machine translation, and it more often than not leaves you wanting something better. In contrast, Ortsbo Customer Care is tuned for your specific customer interactions. To start off, it supports the particular language pairs you want. Then, the solution is tuned for social casual style communication that is typical for customer care web chat. Next, Ortsbo applies advanced machine learning and pattern matching to tune for your specific linguistic domain. Finally, Ortsbo loads all your most common and important brand phrases and key terminology. And Ortsbo continually learns and improves over time. Turns out, the best solution is about much more than just translation accuracy, because you can have high accuracy but if you miss some key words and phrases, it ends up creating a bad experience. That’s why the Ortsbo solution applies advanced technology and techniques to create an optimized capability that enables what we refer to as high-fidelity communication.
Simply put, your customers will be happy ... our experience says just as happy as if you could staff with native speakers for every language.
One of the benefits of the Ortsbo solution is it’s a simple and pain-free process to get the real-time, cross-language, high fidelity communication capability you want for your customers. Ortsbo staff steps you through the process to determine the exact solution that best matches your business and customer requirements.
Ortsbo is pre-integrated into the most common customer care technologies, but if yours isn’t on the list, it’s typically a quick project using the standards-based API. Ortsbo helps identify the linguistic data you already have, and apply advanced technologies to quickly learn and tune for your content domain.
Finally, Ortsbo provides any assistance required to help stand up the capability with the people in your organization, or your BPO of choice. All this can be a very expedited process. In fact, with a little assistance from your staff, Ortsbo can have a fully functioning Customer Care solution up in a matter of weeks. The most common reply we get is clients think it was going to cost more. Ortsbo Customer Care pricing is lined up with the way you think about your customer care business and costs; pricing is on a per agent per month basis ... and at a price level that delivers an order of magnitude value proposition when compared with traditional multi-lingual staffing approaches. It’s not uncommon for customers to realize a 10x return on the investment compared with traditional approaches. Plus, the up front services are often less than what you’d pay to hire a single customer care agent.
PHONE: 877.877.8439 EMAIL: info@ortsbo.com
www.ortsbo.com
If you’re struggling with how to provide high-quality, multi-lingual customer care ... all at a price you can afford, then look no further. Ortsbo staff are ready and eager to show you how Ortsbo Customer Care can deliver your global customer care needs.