NovaTech Gadgets, a UK-based consumer electronics retailer, aimed to expand into France, Germany, and Spain. They were facing challenges in effective customer support because of non-English-speaking customers, so they partnered with Translations.co.uk to implement multilingual support.
They aimed to enhance customer experience, reduce return rates, and boost international sales. They wanted to achieve it by offering live chat, email, and phone support in French, German, and Spanish.
The Case Study Covers:
✔ Challenges faced by NovaTech Gadgets.
✔ Solutions provided by Translations.co.uk
✔ Success achieved through our partnership
Client Background
NovaTech Gadgets is a UK-based online retailer specialising in consumer electronics and is known for its competitive product range. With a growing interest in expanding to France, Germany, and Spain, NovaTech faced challenges in providing adequate customer support to non-English-speaking buyers. To overcome these hurdles, NovaTech partnered with Translations.co.uk to implement multilingual customer support.
Challenges
- Language barriers and high cart abandonment.
- Increased return requests and customer trust issues.
- Operational complexity in managing multilingual support.
Solution
- Hired native-speaking agents for French, German, and Spanish support.
- Deployed AI-powered chatbots for quick responses.
- Offered tailored email and phone support.
Results
- 34% increase in international sales.
- 41% reduction in cart abandonment.
- 28% decrease in return rates.
- 4.7/5 customer satisfaction rating.
Conclusion
The case study highlights how Ecommerce Translation Services and multilingual customer support can enhance trust, reduce return rates, and increase sales for e-commerce businesses expanding internationally. NovaTech Gadgets saw vital improvements in customer satisfaction and sales. This shows that native communication is essential for retailers to boost customer engagement and sales.