There are more than 52 million Spanish speakers living in the United States. In comparison, Spain only has 46 million Spanish speakers. According to the US Census Bureau’s data, the number of Spanish speakers in America will increase to almost 140 million by 2050. It would be wise to include Customer Service in Spanish in your communications strategy to avoid alienating this considerable percentage of the market.
With Spanish being the second most popular language spoken in the United States, offering customer service in Spanish is essential to attract and retain customers.
If a customer attempts to contact a business and cannot communicate because of a language barrier, they will simply hang up and call another business. Offering a Spanish language option is an excellent means of staying ahead of the competition and retaining a strong customer base. If your company is the only competitor in your industry offering service in Spanish, that constitutes a big competitive advantage. According to call center research, Hispanics spend more time speaking to a representative than non-Hispanics. These minutes are being spent making purchases and building loyal relationships with businesses.
Research has proven that customers always choose the path of least resistance. Why would a customer struggle through a clumsy, uncomfortable conversation in English with one business when they can call another and have smooth, fluent communication in their native language? The answer is simple: they won’t. Is there well-founded concern about the cost of hiring bilingual staff to meet this demand? Absolutely. An excellent option is to outsource incoming customer contact to an answering service, and offer your clients the option of customer service in Spanish.
Advantages to consider
The advantages of including Customer Service in Spanish in your communications include the following:
- Your customers will have a better relationship with your business.
- There will be fewer delays in providing prompt, reliable service.
- Your business will gain a competitive advantage in your market.
- Your demographic customer pool will expand, thereby increasing profits.
- Your business gains further ability to compete internationally.
Any costs that are associated with offering Spanish language service to your clients will be easily regained by the increase in profit. Call Northwest Telephone Answering Service today and let’s make this happen!
