3. Customer Support Localization
You can find a website translator to Russian or any other languages, and ask to localize and translate webpage to Russian, you can hire hotel marketing freelancers or study hotel marketing techniques at hotel marketing websites. But I bet, there is one thing that you can do that almost guarantees that your guests will want to come back and stay at your hotel. It’s more than just delivering amazing customer service. It’s delivering amazing personalized customer service.
According to Common Sense Advisory, 75% of non-native English speakers are more likely to buy something if post-sales support is in their own language. Offering a customer-tailored support will not only increase your direct bookings but will also be a good way to satisfy and delight your guests.
The goal is to create the personal touch. This is an engagement at a higher level. In its simplest form, it may be just using the customer’s name.
Generally, there are different channels of customer support in the e-commerce: FAQ, live chat, email-based customer service, social media support & a call center. If you run a small hotel, a hostel, a guest house or even a medium-sized hotel, the best cost-effective solutions would be FAQ & email-based customer service & social media support. Call center and live chat support channels are very effective, but they will require additional significant investments.
It is very important to localize FAQ page. The more questions will be localized, the less money you will have to spend further. The FAQ page can extremely reduce your further costs on customer support, especially when you get the same questions from people over and over again. And it is worth considering the fact that due to different cultures and mentality, you might be asked unexpected questions. Do not ignore them; just add to the localized FAQ page.
Email channel and Social media support allow you to offer personalized help to your customers. Travelers and guests expect to be seen as individuals and want to receive information. Besides using your guests’ names during the conversation, your photo, your guests’ history with your hotel, it is very important to keep communication in the language of your guests.
Numerous studies have shown that happy guests come back and stay more, they come back more often, and they tell their friends to stay at the hotel, too. The benefits of personal service extend beyond your guests and their immediate social circles, too. As your hotel business builds a reputation for great service, you’ll begin to draw more guests from around the market. The benefits are evident.
How to provide personalized customer support in other languages without investing a fortune? You can either use services offered by a professional website translator Russian (or whatever language you need) or find a cheaper language service provider: students or those who are just starting their freelance translator career. But remember there can always be options for professional services. E.g. you can get in touch with a professional freelance translator and ask for a cheaper price promising a one-year contract and easy texts to translate.