Local App Localization: Customer Support Best Practices

Local App localization involves an essential element – Customer Support Localization. Unfortunately this issue was not much presented in recent studies. And failing to provide due consideration to customer support localization will likely result in really low download count. 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 app download rates, but will also be a good way to satisfy and delight your customers.

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. Nowadays most companies offer multi channel customer service. And it is up to a customer to pick the most suitable channel. Today I would like dwell upon customer support for local App localization.

Local App Localization: Static And Dynamic Support

Historically all the mobile Apps in Google play offer very limited static and dynamic customer support. That’s very good, as app developers won’t have to scratch their head over the question which channels to choose reading scientific articles and long researches. The static customer support is an accurate description / information which shows no or little change. As a rule, the static customer support involves introductory emails, confirmation emails, product update emails, newsletters, invitations, etc as well as a FAQ. You can ask for help from a freelance translator (as a rule freelancers services are cheaper than the ones offered by companies) to provide local app localization for your static support. Bear in mind, that the static channels can extremely reduce your further costs on customer support, especially when you get the same questions from people over and over again, i.e. from a dynamic channel.

As I have mentioned already, customer support for Apps is very limited, this applies especially to dynamic channel. As it happened, all the apps offer customer support through email channel. You can find an App support email at the end of the description in the App Store. Email channel allows you to offer individualized help to your customers. But it will require additional costs from your side. You can either use services by a professional freelance translator or find a cheaper language service providers who are students or just starting their 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.

Local app localization including customer support, will certainly bring a lot of engagements and increase download rates of your App. Delivering great support to your local customers is just as important as delivering great support to the customer who lives next door, and fortunately, making that happier is easier today than ever.

Have you overcome language barriers with your customers? What kind of impact has it had on your business?