This conversation with the CEO of the iKanbi group, Daniel Coene, highlights the importance of providing customer service in the customer’s language. Daniel Coene also shares how iKanbi, with its strategically positioned contact centers in Belgium, Morocco, and Albania, as well as multilingual technologies, distinguishes itself among customer relationship outsourcers.
Daniel, to start, why is it so essential for a company to offer customer service in their customers’ language?
Communication lies at the heart of any business relationship. When you interact with your customers, providing them with a seamless experience that respects their culture and native language is essential. This creates a bond of trust and openness and forms the basis of a strong relationship. Moreover, it makes a huge difference to the customer experience.
How does this affect customer satisfaction and loyalty?
Customer satisfaction is closely tied to the quality of the experience provided. By addressing your customers’ requests in their native language, you show that you understand them and take their needs into consideration. This has a positive and direct impact on their satisfaction, which in turn strengthens loyalty. Customers are more likely to remain loyal to a brand that values them.
Can you tell us about iKanbi’s language strength?
At iKanbi, we’ve made multilingual customer service our specialty. Our customer advisor teams consist of experienced native speakers who can communicate fluently and understandingly in over 15 languages.
Our contact centers are strategically located in key areas in Europe and North Africa. In Belgium, our operational centers are in Berchem and Liège. In Morocco, you’ll find us in Tanger and Casablanca, and in Albania, in Tirana. This international presence allows us to cover a wide range of languages and cultures, ensuring our clients can offer smooth and personalized customer service to their international customers.
How does iKanbi use technology to support multilingual customer relationship management?
The iKanbi group has its own IT subsidiary, iKanbi Technologies, dedicated to developing technological solutions. Our teams develop custom tools such as intelligent Interactive Voice Response (IVR) systems, chatbots, and voicebots capable of interacting in users’ preferred languages.
Our technologies are designed to optimize costs, enhance the customer experience, and strengthen satisfaction, regardless of the target audience.
How does iKanbi adapt to the specific needs of each company?
Every company is unique, with its own needs and expectations. We work closely with our clients to offer them customized services in terms of guidance, technology, or outsourcing their customer relationship. Flexibility and adaptability are integral to our DNA.
In conclusion, what message would you like to convey to companies looking to improve their customer service?
Multilingual customer service is not a luxury; it’s a necessity
It is the bridge between your company and your customers worldwide.
At iKanbi, we understand the importance of human relationships and respecting cultural diversity. We are committed to providing a quality experience to every consumer, regardless of their language, thus strengthening the relationship between brands and their customers.
To achieve this, the iKanbi group relies on a combination of human expertise and advanced technology to deliver high-value multilingual customer service.
