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Posted by Diane Clarkson on May 24, 2011
Many eBusiness professionals -- inspired by the business results they have seen at home with chat including call deflection, increased conversion, and enhanced customer satisfaction -- are expanding chat into their international Web sites.
While the elements of a successful chat transcend borders, the components to a successful international deployment can be complex. eBusiness professionals must consider their international markets, their international readiness, and what localization will be required to be successful. To assist in meeting these challenges, we published a document today called, "Taking Chat International: Paving The Way To Success Through Effective Localization."
One of the more complex challenges is managing translation. Some of the key questions include:
Even if you aren’t considering taking chat international, here is something to think about: 5% of US online adults agree that "online customer service content in languages other than English is very useful to me" (Source: North American Technographics Omnibus Online Survey, Q4 2010 (US)). If 5% doesn’t capture your imagination, look at it this way: Service content in languages other than English matters to nearly 9 million online US adults (Source: North American Technographics Benchmark Survey, Q2 2010 (US, Canada)). If these non-English segments have an impact on your bottom line, I hope you’ll find “Taking Chat International” to be helpful. As always, I welcome your comments and ideas here.