Vasco Pedro
Customer Empathy, Translated
Localizing your brand’s content has a myriad of benefits: It exposes you to new global audiences, streamlines operations, and — done right — drives revenue. There’s one benefit that isn’t discussed as much, yet is vital to a successful customer journey: Empathy. For me, as…
3 Tips for Customer Support Leaders in the Travel Industry
You'd think the economic downturn would've put a damper on travel plans this summer. But that’s not how it’s playing out in the real world. Call it "vacation deprivation" or "revenge travel". But in spite of high inflation and a looming recession, consumers are hitting...
The Secret to CX Success: Supercharge Your CRM with the Power of AI
The right CRM solution is the backbone for building quality relationships between brands and prospects. From executing marketing campaigns to tracking leads to forecasting sales, it’s no doubt that CRM tools provide a powerful sandbox for growing your pipeline. Nevertheless, CRMs are rarely used to...
3 Ways Retailers Can Expand Multilingual Capabilities Beyond Customer Service
Many organizations relied on AI to scale up operational capabilities during the pandemic. These capabilities helped organizations do more with less, and leverage existing talent to reach new international markets. This was particularly important for industries like retail and travel that were struck by...
How Retailers Can Provide a Consistent Multilingual CX Across Every Touchpoint
Starting with the first touchpoint, a retailer’s CX can make or break a customer’s perception of a brand. But, because CX covers the entire customer journey, it can be difficult to provide a cohesive experience. The customer’s first impressions via a retailer’s website, email, or...
3 Steps Toward Elevating the Customer Service Agent Experience with Technology
The Great Resignation is placing a higher emphasis than ever on employee engagement, especially in the contact center where attrition rates remain sky-high. Fortunately, agent retention is a fixable problem that’s worthy of strategic attention and investment in technology. As you know, your agents...
3 Ways Technology Can Help Navigate the Post-Pandemic Customer Experience
While it’s hard to know exactly when Covid-19 will become endemic, many organizations are planning for a post-pandemic reality. For those of us in customer-facing industries, that means thinking about how a potential recovery impacts the customer support workforce, as well as customers themselves....
4 Predictions for Global Customer Service in 2022
Last year, I made a few predictions about what to expect in the future of customer service. Although I may have had a rosier outlook about the “end” of the COVID-19 pandemic, we did see massive strides in the advancement and adoption of AI...
How to Avoid Cultural Missteps in Localization
Making customers feel seen and understood is a critical, yet often overlooked, aspect of localization. As companies expand into new markets, the language they’re using must be accurate. That’s the baseline. The real challenge involves steering clear of cultural appropriation, stereotypes, slang and more....
How Multilingual Customer Experiences Can Boost Your Business
What do your customers really think when they can’t find support or marketing content from your brand in their native language? As a Portuguese native speaker, it’s somewhat common for me to communicate with multinational corporations that don’t support my language. It’s always surprising,...
How AI Can Equip Customer Service for the Holiday Surge
While the pandemic has changed consumer shopping habits permanently, recent Unbabel survey research shows that overall shopping budgets have remained the same for more than half of global consumers. Around 20% of shoppers might even spend more this year. Specifically, consumers indicated that their...
How Language Inequity Impacts the Customer Experience
Anyone who has traveled to a different country and didn’t speak the language knows the feelings of frustration and anxiety that come with that experience. Even fluent speakers who are experts in their fields can face bias if they have an accent. Somehow, as...
Could a LangOps Leader Transform Your Customer Service Operations?
Does your business currently serve customers in more than one language? Do you hope to expand into more countries in the coming years? Have you ever faced difficulty trying to overcome language and cultural barriers when tapping into new markets? If you answered “yes”...
How to Measure the Success of Your Language Operations
In the last decade alone, we’ve seen a rise of operations-for-everything — from DevOps to marketing ops and revenue ops — powered by all types of technology that makes it easier to collaborate across teams. Above all else, technology (and the operations professionals who...
How Operationalizing Language Can Facilitate Customer Empathy
Empathy and native language are more deeply connected than you might think. As a native Portuguese speaker, I instantly feel more comfortable and connected to people who speak my language. The same holds true for customer interactions. It can be hard to translate feelings...
Why Data-Driven Language Operations is the Key to Customer Success
Today’s customers can access online businesses from anywhere in the world. During the pandemic, in particular, global cross-border eCommerce sales grew 21% from January to June of 2020, compared to the same time period last year. If something goes wrong, how many of...
5 Predictions for Global Customer Service in 2021
After the challenges that 2020 has introduced, we’re all feeling a touch of whiplash. The pandemic has disrupted our work and personal lives, making it difficult to plan more than a week ahead at a time. However, focusing on your recovery plan can actually...
Language: The Untapped Opportunity for Global Customer Growth
Being born in a native English-speaking country comes with a lot of privilege. You can visit nearly any country in the world and find someone who speaks your language. Most global companies cater to English speakers, even though they only make up about a...