LinGO – Multilingual Customer Support | OEX VCC

LinGO – Multilingual Customer Support

Welcome to LinGo VCC, the leading multilingual contact center in Poland. We deliver top-tier customer support services in numerous languages, tailored to the needs of businesses across different sectors. Whether you’re in e-commerce, retail, healthcare or banking, our multilingual and multicultural team is qualified to provide exceptional customer experiences across various communication channels. With LinGo VCC, overcome language obstacles and enhance your customer support internationally.

Benefits

Utilizing multilingual outsourcing customer support services can bring plenty of advantages for your business. By harnessing the power of multilingual support, you’re not only catering to the diverse linguistic needs of your clients, but also building trust and positioning your brand for success in the global market. Outsourcing multilingual customer service to a Polish company offers additional benefits, such as access to highly skilled specialists and firms providing comprehensive services. The country’s stability contributes to favorable conditions for cooperation and growth, which translates into efficiency and high-quality service delivery.

1. Enhanced customer satisfaction

Communicate with customers in their preferred language to improve the customer experience and satisfaction, as well as foster stronger customer relationships and loyalty.

2. Expanded global reach

Reach a broader audience in international markets where language barriers might otherwise hinder communication. Outsource multilingual services that can support expansion and growth opportunities beyond domestic borders.

3. Cost efficiency

Save on recruitment, training, and operational costs while benefiting from the expertise and scalability of an external service provider. Outsourcing customer support services to external providers often proves to be cost-effective compared to maintaining in-house multilingual teams.

4. Improved brand reputation

Demonstrate that your business is committed to inclusivity and customer-centricity, enhancing the brand’s reputation on a global scale. Positive experiences with multilingual support services contribute to favorable word-of-mouth referrals and online reviews, ultimately bolstering brand image and credibility.

5. A unified team over dispersed teams

Utilize a unified multilingual team to serve customers across all locations, ensuring consistent processes and high-quality services, rather than relying on dispersed local teams that may compromise these aspects.

The Top Multilingual Customer Support Provider in Poland

LinGO VCC comprises a team of customer service professionals dedicated to delivering bespoke solutions tailored to meet your business objectives. As your business expands, we offer scalable training programs to empower our team, enabling us to grow alongside your organization while maintaining optimal performance standards.

Contact Center

We merge the expertise of trained agents with cutting-edge automation technologies to provide comprehensive customer support across multiple channels. From phone calls to emails, social media interactions, live chats to voicebots, we’ve got you covered on every touchpoint.

Call Center

Whether it’s handling incoming inquiries or initiating outbound outreach campaigns, our highly trained agents or intelligent and well trained voicebots ensure seamless interactions that leave a lasting impression on your customers and boost efficiency.

Helpdesk

Our multilingual helpdesk is adept at resolving technical issues, responding to product inquiries, and offering general assistance, all while ensuring that language barriers never impede the delivery of exceptional customer service.

Sales Support

Our outsourcing services are crafted to eliminate language barriers and propel revenue growth for your business. From engaging prospects to closing deals and providing post-sales support, we excel at delivering personalized service throughout the entire sales cycle, ensuring seamless operations and maximizing customer satisfaction.

CATI Surveys

Our agents and bots conduct interviews with respondents, ensuring accurate and reliable data collection across different language groups. We help businesses reach a broader and more diverse audience, obtain insights from international markets, and better understand the needs and preferences of multilingual populations.

English

German

French

Spanish

Czech

Hungarian

Ukrainian

Slovak

Italian

Frequently Asked Questions about LinGo Outsourcing Services

1. What languages do your agents speak?

We provide services, among others, in the following languages: Polish, English, German, French, Dutch, Czech, Slovak, Italian, Spanish, Ukrainian and Hungarian. We can also work with other languages, as our services are always tailored and based on clients’ expectations and project requirements. Our experienced recruitment team is dedicated to meeting the specific needs of your customers. If you require agents proficient in other languages, we have the capability to recruit and train new agents in a timely manner.

2. What sectors you provide multilingual services for?

We provide services to different sectors, adjusting to the specific needs and tasks:

E-commerce & retail

Answering questions about product and service inquiries and shipping information
Managing accounts
Collecting customer feedback
Managing returns and exchange
Loyalty programs management
Supporting sales
Configuration offers and closing remote sales
Navigating customers’ shopping paths in an omnichannel environment
Supporting B2B relations management for sales departments
Back-office activation is connected to the product positioning and presentation.

Healthcare

Booking appointments
Managing calendars
Notifying about preparation for examinations
Collecting patient feedback
Managing insurance inquiries
Supporting sales of medical services
Medical information and dedicated medical specialists’ support
Back-office activities connected to telemedicine
Analysing data

Finance & banking

Providing technical support for online banking users
Providing technical support to mobile app users
Presenting bank offers
Informing about rules of conduct
Providing operational support related to the execution of transfers, issuing and blocking cards, access, and authorization
Back-office service
Conducting sales activities: up-sell and cross-sell

Insurance

Registering claims
Assistance and concierge support
Info line: general information about products
Conducting CATI surveys
Supporting sales
Handling back-office activities

Besides multilingual customer service teams, do you provide AI solutions?

Yes, as a provider of multichannel contact center services, we leverage our proprietary AI voicebot, Primebot. Our solution conducts non-linear dialogues and effectively responds to customers’ natural speech in multiple languages. Primebot is adept at handling repetitive tasks and seamlessly integrates with various communication platforms.

Primebot was implemented as an automation tool for appointment confirmation in a healthcare services provider’s operational center. Our client experienced difficulties in managing patient appointment confirmation, which resulted in time mismanagement.

The implementation resulted in:

94,14% effectiveness of the bot.
Shorter conversation time – the average bot conversation time was 53 seconds. The average time of the consultant’s conversation was over 2 minutes.

To enhance the efficiency of our contact center teams, we utilize an analytical tool called Boromir, developed by our NewTech Team. This system is instrumental in analyzing, monitoring, and optimizing agent performance and operations. Boromir was developed in response to the absence of suitable solutions in the market for systematic organization and analysis of customer support.

The results of using Boromir in one of our projects for the top e-commerce company in Poland:

Quality improvement by 10pp since the tool implementation, surpassing the client’s target – currently 94% positive ratings.
Reduction of waiting time for the agents’ response by 3 minutes (Q1 of 2023 vs Q1 of 2022 – a 50% decrease).
Reduction of consultation time for the agents’ questions by 35% resulting in financial savings and a project profitability increase, as well as better utilization of the team leaders’ time).
Reduction of consultation channels from 12 to 9.