{"id":22529,"date":"2024-02-01T12:49:31","date_gmt":"2024-02-01T12:49:31","guid":{"rendered":"https:\/\/ecom.nets.eu\/magazine\/?p=22529"},"modified":"2024-02-02T13:43:52","modified_gmt":"2024-02-02T13:43:52","slug":"the-importance-of-localising-customer-services","status":"publish","type":"post","link":"https:\/\/ecom.nets.eu\/magazine\/the-importance-of-localising-customer-services\/","title":{"rendered":"The Importance of Localising Customer Services"},"content":{"rendered":"\n<section class=\"article-cover\"\n         data-theme=\"#ebebeb\"\n         data-nav-color=\"#ffffff\"\n         data-cursor=\"change-color\"\n         data-cursor-color=\"#ffffff\">\n\n  <div class=\"article-cover__issue\">\n    <h4 class=\"mb-2 lh-1\"><a href=\"https:\/\/ecom.nets.eu\/magazine\/issue\/issue-02\/\" data-cursor=\"skew\"\n                             aria-label=\"N\u00ba02\">N\u00ba02<\/a><\/h4>\n    <span class=\"headline-font tiny ls-3 text-uppercase\">February 2024<\/span>\n  <\/div>\n\n    <div class=\"article-cover__image media-wrapper\" data-parallax='{\"el\": \"img\", \"wrapped\": \"true\", \"scale\": \"1.1\", \"ratioY\": \"-1\", \"origin\": \"top\"}'>\n    <img decoding=\"async\" src=\"\" data-lazy=\"https:\/\/ecom.nets.eu\/magazine\/wp-content\/uploads\/sites\/2\/2024\/01\/The-Importance-of-Localising-Customer-Services-scaled.webp\" alt=\"\">\n  <\/div>\n  \n  \n  \n  <div class=\"article-cover__title\">\n    <div class=\"container\">\n      <div class=\"category\" data-anim=\"rotate,y\" data-anim-delay=\".15\">\n        <a href=\"https:\/\/ecom.nets.eu\/magazine\/category\/feature-theme\/?issue=22441\" data-cursor=\"skew\" aria-label=\"Feature Theme\"\n         class=\"category-style\">Feature Theme<\/a>\n      <\/div>\n      <h1 class=\"title\" data-anim=\"splitText\" data-anim-delay=\".3\">The Importance of Localising Customer Services<\/h1>\n            <p class=\"subtitle light-font\" data-anim=\"splitText\" data-anim-delay=\".45\">Learn why simply translating text is no longer good enough<\/p>\n          <\/div>\n  <\/div>\n\n<\/section>\n\n\n\n    <div class=\"nav-notification\">\n\n                    <div class=\"nav-notification__wrapper\">\n                <p>Join our community for exclusive content. 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In the fast-paced digital landscape of online commerce, forging strategic alliances can provide a multitude of benefits that extend beyond what a company can achieve on its own. \n<\/p>\n  <\/div>\n<\/article>\n                            <\/li>\n                                                    <li>\n                                \n<article class=\"article-box  \">\n  <div class=\"article-box__image\" data-anim=\"opacity,y\" data-anim-delay=\".15\" >\n    <a href=\"https:\/\/ecom.nets.eu\/magazine\/issue\/all-about-partnerships\/\" class=\"issue-num headline-font small js-link\" data-anim=\"rotate,y\" data-anim-delay=\".15\"  data-cursor=\"skew\" aria-label=\"Issue N\u00ba03\"><span class=\"js-line\">N\u00ba03<\/span><\/a>\n    <a href=\"https:\/\/ecom.nets.eu\/magazine\/an-open-banking-partnership-thats-changing-the-ecosystem\/\" class=\"media-wrapper js-link\" aria-label=\"An Open Banking Partnership that&#8217;s Changing the Ecosystem\" data-cursor=\"articleimg\"\n       data-cursor-color=\"#ff6065\" data-cursor-text=\"View Article\">\n      <img decoding=\"async\" src=\"\" class=\"swiper-lazy\" data-lazy=\"https:\/\/ecom.nets.eu\/magazine\/wp-content\/uploads\/sites\/2\/2024\/07\/working-3rd-issue-nexi-magazine.jpg\" alt=\"An Open Banking Partnership that&#8217;s Changing the Ecosystem\">\n    <\/a>\n  <\/div>\n\n  <p class=\"date light-font small\"><span data-anim=\"opacity,x+\" data-anim-delay=\".15\" >July 2024<\/span><\/p>\n\n  <div class=\"article-box__content\">\n    <a class=\"category category-style js-link mb-2\" data-anim=\"rotate,y\" data-anim-delay=\".15\"  href=\"https:\/\/ecom.nets.eu\/magazine\/category\/feature-theme\/?issue=26612\" data-cursor=\"skew\" aria-label=\"Feature Theme\">Feature Theme<\/a>\n    <h5 class=\"title\">\n      <a href=\"https:\/\/ecom.nets.eu\/magazine\/an-open-banking-partnership-thats-changing-the-ecosystem\/\"\n         aria-label=\"An Open Banking Partnership that&#8217;s Changing the Ecosystem\"\n         data-cursor=\"skew\"\n         data-anim=\"splitText\" data-anim-delay=\".3\"                   class=\"js-link\">An Open Banking Partnership that&#8217;s Changing the Ecosystem<\/a>\n    <\/h5>\n    <p data-anim=\"splitText\" data-anim-delay=\".45\"  class=\"excerpt light-font\">To provide an even smoother checkout experience, Mastercard and Nexi are building an integrated digital ecosystem across Europe that is centered around open banking solutions. But what are the benefits of open banking for merchants and consumers? <\/p>\n  <\/div>\n<\/article>\n                            <\/li>\n                                                    <li>\n                                \n<article class=\"article-box  \">\n  <div class=\"article-box__image\" data-anim=\"opacity,y\" data-anim-delay=\".15\" >\n    <a href=\"https:\/\/ecom.nets.eu\/magazine\/issue\/all-about-partnerships\/\" class=\"issue-num headline-font small js-link\" data-anim=\"rotate,y\" data-anim-delay=\".15\"  data-cursor=\"skew\" aria-label=\"Issue N\u00ba03\"><span class=\"js-line\">N\u00ba03<\/span><\/a>\n    <a href=\"https:\/\/ecom.nets.eu\/magazine\/the-vital-role-of-the-ecosystem\/\" class=\"media-wrapper js-link\" aria-label=\"The Vital Role of the Ecosystem\" data-cursor=\"articleimg\"\n       data-cursor-color=\"#ff6065\" data-cursor-text=\"View Article\">\n      <img decoding=\"async\" src=\"\" class=\"swiper-lazy\" data-lazy=\"https:\/\/ecom.nets.eu\/magazine\/wp-content\/uploads\/sites\/2\/2024\/07\/synergy-3rd-issue-nexi-magazine.jpg\" alt=\"The Vital Role of the Ecosystem\">\n    <\/a>\n  <\/div>\n\n  <p class=\"date light-font small\"><span data-anim=\"opacity,x+\" data-anim-delay=\".15\" >July 2024<\/span><\/p>\n\n  <div class=\"article-box__content\">\n    <a class=\"category category-style js-link mb-2\" data-anim=\"rotate,y\" data-anim-delay=\".15\"  href=\"https:\/\/ecom.nets.eu\/magazine\/category\/feature-theme\/?issue=26612\" data-cursor=\"skew\" aria-label=\"Feature Theme\">Feature Theme<\/a>\n    <h5 class=\"title\">\n      <a href=\"https:\/\/ecom.nets.eu\/magazine\/the-vital-role-of-the-ecosystem\/\"\n         aria-label=\"The Vital Role of the Ecosystem\"\n         data-cursor=\"skew\"\n         data-anim=\"splitText\" data-anim-delay=\".3\"                   class=\"js-link\">The Vital Role of the Ecosystem<\/a>\n    <\/h5>\n    <p data-anim=\"splitText\" data-anim-delay=\".45\"  class=\"excerpt light-font\">The partnership between Nexi and Shopware exemplifies this synergy, combining Nexi&#8217;s advanced payment solutions with Shopware&#8217;s robust e-commerce platform.<\/p>\n  <\/div>\n<\/article>\n                            <\/li>\n                                            <\/ul>\n                    \n    <a class=\"btn see-all-btn btn--circle js-link \"\n                aria-label=\"See all\"        data-cursor=\"magnetic\"       href=\"https:\/\/ecom.nets.eu\/magazine\/issue\/all-about-partnerships\/\">\n        <span class=\"btn__bg\"><\/span>\n        <span class=\"btn__text\">\n            <span>See all<\/span>\n      <\/span>\n    <\/a>\n                    \n    <a class=\"btn see-all-btn see-all-btn--mob js-link btn--icon\"\n                aria-label=\"Archive issues\"        data-cursor=\"skew\"       href=\"https:\/\/ecom.nets.eu\/magazine\/issue\/all-about-partnerships\/\">\n        <span class=\"btn__bg\"><\/span>\n        <span 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1.361-.4213-.451 1.7041-1.5834c.5207.1514 1.0462.4834 1.5574 1.0384 1.2119 1.304 1.1598 3.096-.1609 4.32-1.3255 1.232-3.1621 1.081-4.3124-.162-.4071-.436-.6628-.948-.7764-1.493l.516-.479.0047-.005ZM15.2285 98.0217l1.6852-.4505.3693.5169-6.1302 1.5836-.4592-.6401 3.4509-5.3295.3834.5358-.9657 1.451 1.6663 2.3328Zm-3.9006 1.0479 3.3704-.8962-1.439-2.0151-1.9266 2.9113h-.0048ZM7.86741 94.7121l-1.90769-3.485.4639-.256 5.92188.7349-1.7325-3.1626.4733-.256 2.0497 3.7458-.4686.256-5.88875-.6923 1.56213 2.8544-.46864.2608h-.00473ZM9.78467 85.3997l.24613.5642-5.41062 2.3755-.24616-.5642 5.41065-2.3755ZM6.47101 78.8469l-4.7716 1.5315-.17988-.5689 5.62367-1.8066.18935.588-3.68758 4.8885 4.76213-1.5315.17989.569-5.62367 1.8065-.19408-.6069 3.70177-4.8696ZM5.264 71.7536l.52544-.0995.63432 3.3427-5.798813 1.1048-.62958567-3.3048.52544367-.0996.511245 2.6979 2.0497-.3935-.4781-2.5225.52544-.0996.47811 2.5225 2.16804-.4125-.52071-2.7406.00947.0047Z\"><\/path>\n\n<\/svg><\/button>\n<span class=\"noise animate\"><\/span>\n\n\n\n<section class=\"article-intro\" data-theme=\"#ebebeb\">\n  <div class=\"container container--wide\">\n\n    <div class=\"text-content headline-font\" data-anim=\"opacity,y\" data-anim-delay=\".15\">\n      \n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p>Simply translating text is no longer good enough. With localism on the rise, it\u2019s clear how localisation across customer support and customer success teams is becoming increasingly important. We discuss how localising customer services helps small businesses increase customer support and loyalty while standing out from competition.<\/p>\n<\/div>\n<\/div>\n\n\n    <\/div>\n\n    <div class=\"author-wrapper\">\n        <\/div>\n  <\/div>\n<\/section>\n\n\n\n<section class=\"text-section text-content container container--wide     \"\n  data-anim=\"opacity,y\" data-anim-delay=\".15\" style=\"padding-top:0px; padding-bottom: 0px \">\n  \n\n<h2 class=\"wp-block-heading\"><strong>Customer services, support, and success<\/strong>&nbsp;<\/h2>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p>Reliability is essential for businesses when building customer trust, but it helps when the business also feels relatable. Localisation of support creates a sense of trust and belonging, connecting customers with someone who not only speaks their language but understands their culture, references, and even their unique needs and desires. These more personalised nuances are why it\u2019s important to understand that localisation is more than simply translation, as discussed further in this article from <a href=\"https:\/\/www.forbes.com\/sites\/forbesbusinesscouncil\/2022\/01\/24\/three-important-aspects-of-localization-often-overlooked-by-small-businesses\/\" target=\"_blank\" rel=\"noreferrer noopener\">Forbes<\/a>.<\/p>\n\n\n\n<p>As we dive into more specific aspects of localising communications and customer services, it may help to clarify some commonly used terms as we define what it means to support customers on a local level.&nbsp;&nbsp;<\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n\n<div class=\"media-block swiper-container js-swiper-media-block \">\n\n  <div class=\"swiper-wrapper\" >\n        <div class=\"swiper-slide\" data-cursor=\"change-color\" data-cursor-color=\"#ffffff\">\n\n            <div class=\"media-block__media \">\n                <img decoding=\"async\" src=\"\" class=\"swiper-lazy\" data-src=\"https:\/\/ecom.nets.eu\/magazine\/wp-content\/uploads\/sites\/2\/2024\/01\/The-Importance-of-Localising-Cusmer-Services.webp\" alt=\"\">\n      <\/div>\n      \n      \n          <\/div>\n      <\/div>\n\n  \n<\/div>\n\n<\/div>\n<\/div>\n\n\n<\/section>\n\n\n\n<section class=\"text-section text-content container container--wide     \"\n  data-anim=\"opacity,y\" data-anim-delay=\".15\" style=\"padding-top:; padding-bottom:  \">\n  \n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p>Customer services generally refers to all forms of assistance a business may provide to anyone who buys or uses its products or services. As defined in this helpful post from <a href=\"https:\/\/www.helpscout.com\/blog\/customer-support-vs-customer-success\/\">Help Scout<\/a>, customer support helps to \u201c<strong>resolve product-related issues and educate the customer about how the product works.<\/strong>\u201d <\/p>\n\n\n\n<p>Customer success is another common term that usually means working with customers in a longer term capacity that tends to be more business-to-business in nature, such as a product that helps a customer run their own business. <strong>Customer success often requires more back-and-forth communication and means that localisation is even more critical in maintaining relationships<\/strong>. Customer services can also exist through less personalised communications such as emails, website copy, Q&amp;A content, and how-to information.&nbsp;&nbsp;<\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<div class=\"related-links related-links--narrow\">\n  <h6 class=\"category-style\">Related Links<\/h6>\n      <p>\n    \n    <a class=\"btn  btn--icon\"\n        target=\"_blank\"        aria-label=\"Three Important Aspects Of Localization Often Overlooked By Small Businesses\"               href=\"https:\/\/www.forbes.com\/sites\/forbesbusinesscouncil\/2022\/01\/24\/three-important-aspects-of-localization-often-overlooked-by-small-businesses\/\">\n        <span class=\"btn__bg\"><\/span>\n        <span class=\"btn__text\">\n                <span class=\"btn__icon\"><svg class=\"icon icon-arrow\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" viewBox=\"0 0 45 24\">\n    <path fill-rule=\"nonzero\" d=\"M32.3 0l9.95 9.41h.02L45 11.98 32.3 24l-2.74-2.59 7.75-7.32H0v-3.66h37.86l-8.3-7.85L32.3 0z\"><\/path>\n<\/svg><\/span>\n            <span>Three Important Aspects Of Localization Often Overlooked By Small Businesses<\/span>\n      <\/span>\n    <\/a>\n    <\/p>\n      <p>\n    \n    <a class=\"btn  btn--icon\"\n        target=\"_blank\"        aria-label=\"Customer Support vs. Customer Success: Explained\"               href=\"https:\/\/www.helpscout.com\/blog\/customer-support-vs-customer-success\/\">\n        <span class=\"btn__bg\"><\/span>\n        <span class=\"btn__text\">\n                <span class=\"btn__icon\"><svg class=\"icon icon-arrow\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" viewBox=\"0 0 45 24\">\n    <path fill-rule=\"nonzero\" d=\"M32.3 0l9.95 9.41h.02L45 11.98 32.3 24l-2.74-2.59 7.75-7.32H0v-3.66h37.86l-8.3-7.85L32.3 0z\"><\/path>\n<\/svg><\/span>\n            <span>Customer Support vs. Customer Success: Explained<\/span>\n      <\/span>\n    <\/a>\n    <\/p>\n  <\/div>\n<\/div>\n<\/div>\n\n\n<\/section>\n\n\n\n<section class=\"text-section text-content container container--wide     \"\n  data-anim=\"opacity,y\" data-anim-delay=\".15\" style=\"padding-top:0px; padding-bottom:  \">\n  \n\n<h2 class=\"wp-block-heading\"><strong><strong>Advice from the experts&nbsp;<\/strong>&nbsp;<\/strong><\/h2>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p>In order to offer some helpful advice, we asked two of Nexi\u2019s lead voices on the issue of customer services \u2013Anja Brack, Head of eCom DACH Customer Care(Germany, Austria, Switzerland), and Thomas Hinderson, Head of eCom Nordic Customer Care \u2013 some questions. &nbsp;<\/p>\n<\/div>\n<\/div>\n\n\n<\/section>\n\n\n\n<section class=\"text-section text-content container container--wide     \"\n  data-anim=\"opacity,y\" data-anim-delay=\".15\" style=\"padding-top:0px; padding-bottom:  \">\n  \n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p><strong><em>1. What would you say to a small or medium business with questions about why they should prioritize localisation?<\/em><\/strong><\/p>\n\n\n\n<p>Localisation shows that you know and understand your customers. It makes them feel appreciated and understood in the way their needs are being addressed by accommodating for language, special market requirements, restrictions [etc.] We have all tried the opposite scenario with generic translated text and know how that limits the desire to become a customer.<\/p>\n\n\n\n<p><strong><em>2. Focusing specifically on customer support or customer success, what do you find to be the most important benefits of localisation?&nbsp;<\/em><\/strong><\/p>\n\n\n\n<p>Proximity, local teams, local language, and local culture. Specifically:&nbsp;&nbsp;<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Proximity<\/strong> \u2013 a customer can tell when you are local not only in language but also in market knowledge and thus can serve to their best needs&nbsp;<\/li>\n\n\n\n<li><strong>Local teams<\/strong> \u2013 Having local Sales, Marketing and Operations teams helps build a strong and united workforce to serve the customer in the specific segment and region&nbsp;<\/li>\n\n\n\n<li><strong>Local language<\/strong> \u2013 Customers can talk and write within their own language, and needs can be addressed more clearly and solved in a more timely manner&nbsp;<\/li>\n\n\n\n<li><strong>Local culture<\/strong> \u2013 Not only language is key but also culture and mentality that vary from region to region is important to be considered and understood&nbsp;<\/li>\n<\/ul>\n\n\n\n<p><em><strong>3. Can you share any examples or stories about localisation or its impact on a specific customer?<\/strong><\/em><\/p>\n\n\n\n<p>We receive a lot of good feedback when we do our NPS and customer satisfaction surveys, and a common topic is the possibility to express yourself in your local language, describing your needs with your words, being able to transmit your happiness or frustration without boundaries. We have clear examples of customers coming back to us as a provider, after experiencing the lack of above-mentioned areas of local approach.&nbsp;<\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n\n<div class=\"media-block swiper-container js-swiper-media-block \">\n\n  <div class=\"swiper-wrapper\" >\n        <div class=\"swiper-slide\" data-cursor=\"change-color\" data-cursor-color=\"#ffffff\">\n\n            <div class=\"media-block__media \">\n                <img decoding=\"async\" src=\"\" class=\"swiper-lazy\" data-src=\"https:\/\/ecom.nets.eu\/magazine\/wp-content\/uploads\/sites\/2\/2024\/01\/Anja-Brack-The-Importance-of-Localising-Cusmer-Services-2.webp\" alt=\"\">\n      <\/div>\n      \n      \n          <\/div>\n      <\/div>\n\n  \n<\/div>\n\n\n\n\n<p><\/p>\n\n\n\n<p><\/p>\n\n\n\n\n<div class=\"media-block swiper-container js-swiper-media-block \">\n\n  <div class=\"swiper-wrapper\" >\n        <div class=\"swiper-slide\" data-cursor=\"change-color\" data-cursor-color=\"#ffffff\">\n\n            <div class=\"media-block__media \">\n                <img decoding=\"async\" src=\"\" class=\"swiper-lazy\" data-src=\"https:\/\/ecom.nets.eu\/magazine\/wp-content\/uploads\/sites\/2\/2024\/01\/Thomas-Hindersson-The-Importance-of-Localising-Cusmer-Services-1.webp\" alt=\"\">\n      <\/div>\n      \n      \n          <\/div>\n      <\/div>\n\n  \n<\/div>\n\n<\/div>\n<\/div>\n\n\n<\/section>\n\n\n\n<section class=\"text-section text-content container container--wide     \"\n  data-anim=\"opacity,y\" data-anim-delay=\".15\" style=\"padding-top:0px; padding-bottom:  \">\n  \n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p><strong><em>4. What changes would you predict for the future of localised solutions in customer support and customer success? What improvements would you like to see?&nbsp;<\/em><\/strong><\/p>\n\n\n\n<p>We think the biggest changes will come with the usage and implementation of AI, but, in this regard, it is key to not lose focus on the personal and localised relationship towards customers. A good combination of AI efficiency plus interacting even more with our customers on a personal level, such as through video, for example.&nbsp;<\/p>\n\n\n\n<p><strong><em>5. Is there anything you would like to say about how Nexi can help?<\/em><\/strong><\/p>\n\n\n\n<p>As one of the biggest PayTechs in Europe, Nexi will surely focus on being a forerunner of AI implementation and services, while keeping a strong focus on local personal interaction with our customers. We are taking the \u201cEuropean by scale, local by nature\u201d approach in all we do and want to support our customers in their own journey of localisation.&nbsp;<\/p>\n\n\n\n<p><strong><em>6. Is there anything else you would like to add?&nbsp;<\/em><\/strong><\/p>\n\n\n\n<p>It is always easy to get lost in optimizations of your business, and localisation is often one of the easy things to remove in terms of simplifications. But play close attention to how you risk jeopardizing the customer relationship and consequently your revenue as part of your optimization journey.<\/p>\n<\/div>\n<\/div>\n\n\n<\/section>\n\n\n\n<section class=\"text-section text-content container container--wide     \"\n  data-anim=\"opacity,y\" data-anim-delay=\".15\" style=\"padding-top:0px; padding-bottom: 0px \">\n  \n\n<h2 class=\"wp-block-heading\"><strong>3 Key benefits of localisation to keep in mind<\/strong>&nbsp;<\/h2>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p><strong>1. Helping customers to feel heard&nbsp;<\/strong><\/p>\n\n\n\n<p>Empathy is key to making people feel connected, both in life and in business. Connection begins with feeling seen, heard, and understood. Small businesses can convey empathy more convincingly than major brands because it\u2019s easy for consumers to feel overlooked or sense they\u2019ve become part of an algorithm. When a business can show that an individual customer\u2019s issues and concerns are seen as important and finding solutions is prioritised, trust is created and loyalty follows.<\/p>\n<\/div>\n<\/div>\n\n\n<\/section>\n\n\n\n<section class=\"text-section text-content container container--wide     \"\n  data-anim=\"opacity,y\" data-anim-delay=\".15\" style=\"padding-top:; padding-bottom: 0px \">\n  \n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p><strong>2. Understanding personal preference&nbsp;<\/strong><\/p>\n\n\n\n<p>When a business understands a customer\u2019s specific needs or concerns, they are more likely to give them exactly what they want and see them coming back again and again. Making sure that the voice on the other end of the phone or screen matches the language, tone, and even the lived experiences of the customer, goes a long way to making a meaningful impact on customer relationships.&nbsp;&nbsp;<\/p>\n\n\n\n<p>Localisation can also reveal key information about what customers like and how they like it, such as preferred local payment methods. This attention to detail is the fastest track to becoming a personal preference for customers, which often leads to brand or product advocacy and word-of-mouth advertising.&nbsp;&nbsp;<\/p>\n\n\n\n<p><strong>3. Attracting new customers and expanding into new markets&nbsp;&nbsp;<\/strong><\/p>\n\n\n\n<p>Clear customer communications via e-commerce (i.e. on websites, through emails, and in advertising and promotional materials) can help make a business sound and feel locally relevant. Being able to target these communications to the right people goes a long way toward making customers feel connected to a business, even if it\u2019s not as close by as the messaging may make it seem. This can help a small business break into new markets across borders without losing the local charm that helped it become popular where it started.&nbsp;&nbsp;<\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<div class=\"related-article js-swiper-related-article\">\n  <h5>Related Article<\/h5>\n  <div class=\"swiper-container\">\n    <div class=\"swiper-wrapper\" >\n      \n<article class=\"article-box  swiper-slide\">\n  <div class=\"article-box__image\" data-anim=\"opacity,y\" data-anim-delay=\".15\" >\n    <a href=\"https:\/\/ecom.nets.eu\/magazine\/issue\/issue-02\/\" class=\"issue-num headline-font small js-link\" data-anim=\"rotate,y\" data-anim-delay=\".15\"  data-cursor=\"skew\" aria-label=\"Issue N\u00ba02\"><span class=\"js-line\">N\u00ba02<\/span><\/a>\n    <a href=\"https:\/\/ecom.nets.eu\/magazine\/five-reasons-to-celebrate-local-businesses\/\" class=\"media-wrapper js-link\" aria-label=\"Five Reasons to Celebrate Local Businesses\" data-cursor=\"articleimg\"\n       data-cursor-color=\"#ff6065\" data-cursor-text=\"View Article\">\n      <img decoding=\"async\" src=\"\" class=\"swiper-lazy\" data-src=\"https:\/\/ecom.nets.eu\/magazine\/wp-content\/uploads\/sites\/2\/2023\/11\/Understanding-PCI-DSS-4.0--scaled.webp\" alt=\"Five Reasons to Celebrate Local Businesses\">\n    <\/a>\n  <\/div>\n\n  <p class=\"date light-font small\"><span data-anim=\"opacity,x+\" data-anim-delay=\".15\" >February 2024<\/span><\/p>\n\n  <div class=\"article-box__content\">\n    <a class=\"category category-style js-link mb-2\" data-anim=\"rotate,y\" data-anim-delay=\".15\"  href=\"https:\/\/ecom.nets.eu\/magazine\/category\/feature-theme\/?issue=22441\" data-cursor=\"skew\" aria-label=\"Feature Theme\">Feature Theme<\/a>\n    <h5 class=\"title\">\n      <a href=\"https:\/\/ecom.nets.eu\/magazine\/five-reasons-to-celebrate-local-businesses\/\"\n         aria-label=\"Five Reasons to Celebrate Local Businesses\"\n         data-cursor=\"skew\"\n         data-anim=\"splitText\" data-anim-delay=\".3\"                   class=\"js-link\">Five Reasons to Celebrate Local Businesses<\/a>\n    <\/h5>\n    <p data-anim=\"splitText\" data-anim-delay=\".45\"  class=\"excerpt light-font\">Small local businesses play a vital role in building and strengthening local communities. With so many benefits to embracing localism, let\u2019s consider how shopping local can make a difference for everyone during the festive season.<\/p>\n  <\/div>\n<\/article>\n    <\/div>\n  <\/div>\n  <\/div>\n<\/div>\n<\/div>\n\n\n<\/section>\n\n\n\n<section class=\"text-section text-content container container--wide     \"\n  data-anim=\"opacity,y\" data-anim-delay=\".15\" style=\"padding-top:0px; padding-bottom:  \">\n  \n\n<h2 class=\"wp-block-heading\"><strong>Localisation by the numbers&nbsp;<\/strong>&nbsp;<\/h2>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p>According to localisation experts at <a href=\"https:\/\/www.pangea.global\/blog\/facts-dont-lie-why-localisation-is-key-for-global-business-success\/\" target=\"_blank\" rel=\"noreferrer noopener\">Pangea<\/a> approximately <strong>three out of every four consumers<\/strong> are more likely to purchase products from sellers using their native language.&nbsp;&nbsp;<\/p>\n\n\n\n<p>Their data shows that, throughout the EU, <strong>44% of consumers<\/strong> fear they may be missing important information if product details aren\u2019t communicated in their local language. Even in Sweden, with a national English fluency rate of about 86%, more than 80% of shoppers say they prefer to use their own language when purchasing online.&nbsp;&nbsp;<\/p>\n\n\n\n<p>From a roundup of statistics from the head of product at <a href=\"https:\/\/www.oneskyapp.com\/blog\/14-compelling-statistics-about-the-importance-of-localisation\/\" target=\"_blank\" rel=\"noreferrer noopener\">OneSky<\/a>, we find that <strong>86% of advertising campaigns<\/strong> see higher click-through and conversion rates after they\u2019ve been modified for localisation.&nbsp;&nbsp;<\/p>\n\n\n\n<p>Ultimately, localisation and customer services are both about building more trusted relationships with customers. Relationship building has been a hallmark of great local businesses all over the world for centuries, and it\u2019s lovely to see, in this context, that some things never change.&nbsp;&nbsp;<\/p>\n<\/div>\n<\/div>\n\n\n<\/section>\n\n\n\n<section class=\"related-articles\">\n  <span class=\"noise\"><\/span>\n\n  <div class=\"container\">\n    <div class=\"related-articles__headline\" data-anim=\"rotate,y\" data-anim-delay=\".15\">\n      <h3>Related Articles<\/h3>\n    <\/div>\n    <ul class=\"related-articles__articles\">\n            <li>\n        \n<article class=\"article-box  \">\n  <div class=\"article-box__image\" data-anim=\"opacity,y\" data-anim-delay=\".15\" >\n    <a href=\"https:\/\/ecom.nets.eu\/magazine\/issue\/issue-02\/\" class=\"issue-num headline-font small js-link\" data-anim=\"rotate,y\" data-anim-delay=\".15\"  data-cursor=\"skew\" aria-label=\"Issue N\u00ba02\"><span class=\"js-line\">N\u00ba02<\/span><\/a>\n    <a href=\"https:\/\/ecom.nets.eu\/magazine\/why-shoppers-love-their-local-payment-methods\/\" class=\"media-wrapper js-link\" aria-label=\"Why Shoppers Love Their Local Payment Methods\u00a0\" data-cursor=\"articleimg\"\n       data-cursor-color=\"#ff6065\" data-cursor-text=\"View Article\">\n      <img decoding=\"async\" src=\"\" class=\"swiper-lazy\" data-lazy=\"https:\/\/ecom.nets.eu\/magazine\/wp-content\/uploads\/sites\/2\/2024\/01\/Why-Shoppers-Love-Their-Local-Payment-Methods-scaled.webp\" alt=\"Why Shoppers Love Their Local Payment Methods\u00a0\">\n    <\/a>\n  <\/div>\n\n  <p class=\"date light-font small\"><span data-anim=\"opacity,x+\" data-anim-delay=\".15\" >February 2024<\/span><\/p>\n\n  <div class=\"article-box__content\">\n    <a class=\"category category-style js-link mb-2\" data-anim=\"rotate,y\" data-anim-delay=\".15\"  href=\"https:\/\/ecom.nets.eu\/magazine\/category\/feature-theme\/?issue=22441\" data-cursor=\"skew\" aria-label=\"Feature Theme\">Feature Theme<\/a>\n    <h5 class=\"title\">\n      <a href=\"https:\/\/ecom.nets.eu\/magazine\/why-shoppers-love-their-local-payment-methods\/\"\n         aria-label=\"Why Shoppers Love Their Local Payment Methods\u00a0\"\n         data-cursor=\"skew\"\n         data-anim=\"splitText\" data-anim-delay=\".3\"                   class=\"js-link\">Why Shoppers Love Their Local Payment Methods\u00a0<\/a>\n    <\/h5>\n    <p data-anim=\"splitText\" data-anim-delay=\".45\"  class=\"excerpt light-font\">To a growing number of Europeans, local payment methods are more than simply payment options that are specific to particular countries or regions. Many of these local payment methods have become important to consumers due to familiarity, convenience, and trust.\u00a0\u00a0<\/p>\n  <\/div>\n<\/article>\n      <\/li>\n            <li>\n        \n<article class=\"article-box  \">\n  <div class=\"article-box__image\" data-anim=\"opacity,y\" data-anim-delay=\".15\" >\n    <a href=\"https:\/\/ecom.nets.eu\/magazine\/issue\/issue-02\/\" class=\"issue-num headline-font small js-link\" data-anim=\"rotate,y\" data-anim-delay=\".15\"  data-cursor=\"skew\" aria-label=\"Issue N\u00ba02\"><span class=\"js-line\">N\u00ba02<\/span><\/a>\n    <a href=\"https:\/\/ecom.nets.eu\/magazine\/the-rise-of-localism\/\" class=\"media-wrapper js-link\" aria-label=\"The Rise of Localism\u00a0\" data-cursor=\"articleimg\"\n       data-cursor-color=\"#ff6065\" data-cursor-text=\"View Article\">\n      <img decoding=\"async\" src=\"\" class=\"swiper-lazy\" data-lazy=\"https:\/\/ecom.nets.eu\/magazine\/wp-content\/uploads\/sites\/2\/2024\/01\/The-Rise-of-Localism--scaled.webp\" alt=\"The Rise of Localism\u00a0\">\n    <\/a>\n  <\/div>\n\n  <p class=\"date light-font small\"><span data-anim=\"opacity,x+\" data-anim-delay=\".15\" >February 2024<\/span><\/p>\n\n  <div class=\"article-box__content\">\n    <a class=\"category category-style js-link mb-2\" data-anim=\"rotate,y\" data-anim-delay=\".15\"  href=\"https:\/\/ecom.nets.eu\/magazine\/category\/feature-theme\/?issue=22441\" data-cursor=\"skew\" aria-label=\"Feature Theme\">Feature Theme<\/a>\n    <h5 class=\"title\">\n      <a href=\"https:\/\/ecom.nets.eu\/magazine\/the-rise-of-localism\/\"\n         aria-label=\"The Rise of Localism\u00a0\"\n         data-cursor=\"skew\"\n         data-anim=\"splitText\" data-anim-delay=\".3\"                   class=\"js-link\">The Rise of Localism\u00a0<\/a>\n    <\/h5>\n    <p data-anim=\"splitText\" data-anim-delay=\".45\"  class=\"excerpt light-font\">The idea of \u201cglobal\u201d has been a measure of business success for decades. Scaling to a point of reaching customers in multiple countries, multiple time zones, and multiple continents was starting to feel like the obvious next step for any thriving enterprise. Those who were slow to scale on their own could be acquired by bigger companies with international reach.<\/p>\n  <\/div>\n<\/article>\n      <\/li>\n            <li>\n        \n<article class=\"article-box  \">\n  <div class=\"article-box__image\" data-anim=\"opacity,y\" data-anim-delay=\".15\" >\n    <a href=\"https:\/\/ecom.nets.eu\/magazine\/issue\/issue-01\/\" class=\"issue-num headline-font small js-link\" data-anim=\"rotate,y\" data-anim-delay=\".15\"  data-cursor=\"skew\" aria-label=\"Issue N\u00ba01\"><span class=\"js-line\">N\u00ba01<\/span><\/a>\n    <a href=\"https:\/\/ecom.nets.eu\/magazine\/the-online-shopping-mystique\/\" class=\"media-wrapper js-link\" aria-label=\"The Online Shopping Mystique\" data-cursor=\"articleimg\"\n       data-cursor-color=\"#ff6065\" data-cursor-text=\"View Article\">\n      <img decoding=\"async\" src=\"\" class=\"swiper-lazy\" data-lazy=\"https:\/\/ecom.nets.eu\/magazine\/wp-content\/uploads\/sites\/2\/2023\/03\/the-online-shopping-mystique-min.png\" alt=\"The Online Shopping Mystique\">\n    <\/a>\n  <\/div>\n\n  <p class=\"date light-font small\"><span data-anim=\"opacity,x+\" data-anim-delay=\".15\" >September 2023<\/span><\/p>\n\n  <div class=\"article-box__content\">\n    <a class=\"category category-style js-link mb-2\" data-anim=\"rotate,y\" data-anim-delay=\".15\"  href=\"https:\/\/ecom.nets.eu\/magazine\/category\/feature-theme\/?issue=22276\" data-cursor=\"skew\" aria-label=\"Feature Theme\">Feature Theme<\/a>\n    <h5 class=\"title\">\n      <a href=\"https:\/\/ecom.nets.eu\/magazine\/the-online-shopping-mystique\/\"\n         aria-label=\"The Online Shopping Mystique\"\n         data-cursor=\"skew\"\n         data-anim=\"splitText\" data-anim-delay=\".3\"                   class=\"js-link\">The Online Shopping Mystique<\/a>\n    <\/h5>\n    <p data-anim=\"splitText\" data-anim-delay=\".45\"  class=\"excerpt light-font\">Online shopping is a multibillion-euro industry, with millions of people worldwide availing themselves of the convenience of purchasing products and services with just a few clicks or taps of the finger.<\/p>\n  <\/div>\n<\/article>\n      <\/li>\n          <\/ul>\n  <\/div>\n<\/section>\n\n\n\n<section class=\"editorial-and-impressum\" data-cursor=\"change-color\" data-cursor-color=\"#000000\">\n  <span class=\"noise\"><\/span>\n\n  <div class=\"container container--wide\" data-anim=\"opacity,y\" data-anim-delay=\".15\">\n    <div class=\"editorial-and-impressum__left\">\n      <a href=\"https:\/\/ecom.nets.eu\/magazine\/issue\/issue-02\/\" data-cursor=\"skew\" data-anim=\"opacity,y\" data-anim-delay=\".15\" aria-label=\"N\u00ba02\" class=\"issue-num h3\">N\u00ba02<\/a>\n            <ul class=\"links\">\n                <li data-anim=\"opacity,x-\" data-anim-delay=\".3\">\n          \n    <a class=\"btn btn--big btn--icon\"\n                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All rights reserved.<\/p>\n            <\/div>\n        <\/div>\n\n    <\/div>\n<\/footer>\n","protected":false},"excerpt":{"rendered":"<p>Simply translating text is no longer good enough. With localism on the rise, it\u2019s clear how localisation across customer support and customer success teams is becoming increasingly important. We discuss how localising customer services helps small businesses increase customer support and loyalty while standing out from competition.<\/p>\n","protected":false},"author":8,"featured_media":25960,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"inline_featured_image":false,"footnotes":""},"categories":[76],"tags":[77],"class_list":["post-22529","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-feature-theme-en","tag-issue-no02-en"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v21.7 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>The Importance of Localising Customer Services - Nexi Magazine<\/title>\n<meta name=\"description\" content=\"With localism on the rise, it\u2019s clear how localisation across customer support and customer success teams is becoming increasingly important.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/ecom.nets.eu\/magazine\/the-importance-of-localising-customer-services\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"The Importance of Localising Customer Services - 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