iCT Group and Jeeves.Plus partnership solves multi-lingual customer service challenges for Australian businesses and government.
With only 6% of Australia’s top 50 customer-facing companies having multilingual capabilities, finally a solution. Privately held Australian company, iCT Group has partnered with Jeeves.Plus, an Australian Start-Up, to address challenges faced by companies and all levels of government dealing with customers whose first language may not be English.
The Jeeves.Plus Customer Service Platform harnesses all forms of messaging from Facebook Messenger to WhatsApp and streamlines communication from these applications into a single user interface. It translates all inbound and outbound messaging into the user’s choice of 109 languages along the way.
David Hayes, CEO of Jeeves.Plus, notes that “the COVID-19 pandemic has highlighted the urgent need to stay connected to our customers.”
“While we are compelled to keep distance from each other, many businesses have seen a massive increase in online traffic and phone, email or messaging queries”.
“Similarly, Australia’s recent bushfire and flood disasters have shown a similar need for disseminating urgent information that can be understood clearly by all members of our community”.
“Covid has highlighted that this is an ideal time to partner with iCT Group. We can bring our technology to businesses across Australia who are struggling to handle the volume and urgency of these inbound requests, or maybe lacking the capacity to take advantage of the sales opportunities they present.”
iCT Group CEO Emile Nader and his team tested the waters with their clients and has had an immediate take-up of the technology with a major property group.
“If there is one country on earth that embraces multiculturalism, it’s Australia. As a linguistically diverse society, we know that various communities comprise of people who are not yet fully proficient in the English language”, Emile said.
“For this reason, we partnered with Jeeves.Plus to provide intelligent texting and messaging that can take an English phrase (or announcement) and instantly convert it into one of 109 languages. This makes it ideal for sales and marketing organisations as well as urgent government, medical, or safety alerts via text to reach one client, or warn an entire suburb. Nothing is better than a message that arrives in one’s preferred mother-tongue.”
This is where the true power of messaging lies. Businesses or government organisations can message their databases directly, in any of 109 languages, achieving 98% open rates – a number unseen in email campaigns.
With a platform enabling multiple real-time multilingual conversations between customers and support staff, customer service anywhere can be radically changed to improve customer satisfaction and reduce stress on staff.
For more information on multi-lingual customer service , contact iCT Group at:
Jason Rowland, General Manager, Jason.Rowland@ictgroup.com.au
Video Explainer –https://youtu.be/qhGLBy5m2uc