Customer Success Leadership Community

Native language phone support: Impact on Churn

  • 1.  Native language phone support: Impact on Churn

    Posted 9 days ago
    Hi,

    We have global customer success, services, enablement, and support teams today, but are rapidly expanding into other markets.   I was wondering if anyone out there has some data points that show the impact of not having local language customer support (think the contact center) impacts churn.  I already have and am planning TAMs, CSMs, and trainers to be fluent and located near customers, and am now working on voice support in the contact center.   My gut tells me that having english only voice support will impact countries from a churn perspective more than if I had native language support.  Note, that we do have documentation, community, and the product localized.  

    Does anyone have any hard data or evidence of the impact of local language voice support on churn?

    Rob
    #CustomerHealth
    #CustomerSuccess
    #Metrics

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    Robert Kaloustian
    Chief Services Officer
    BigCommerce
    Austin TX
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