customer service

customer service


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A huge part of any translation agency is customer service and making sure our clients feel properly looked after. The busy and fast paced nature of translation agencies, regardless of their size, can mean keeping on top of all our customers daily demands and enquries is not always easy.


Customer service needs to be properly organised to ensure that dealing with customers daily demands doesn’t interfere with the day to day productivity of translators, and here are our tips on how to establish an effective system that ensures productivity whilst delivering client satisfaction.


Establish Your Communication Strategy


If you are currently struggling to balance keeping your clients happy whilst allowing your translators to work uninterrupted, without having to offer continual feedback and answer daily questions from clients, then you are going to need to re strategize.


You will need to start working on building a system that allows your customers to contact your team freely, whilst allowing your translators to work relatively uninterrupted. Your clients needs are always the number one priority and it’s imperative that they feel prioritised and their emails and calls are being responded to quickly and efficiently.


That’s not going to be easy unless you have a proper system in place to make that happen. Therefore you will start to think carefully about how you can effectively balance those two things. Look at integrating a programme, like Snatch Translate, that will allow customers to easily send messages and chat online to translators and members of your team. An online messaging platform can help avoid taking numerous daily calls and having to constantly check emails and respond to an ever increasing number of incoming enquiries.


Be Specific About Contact Hours


Emails and phone calls, of course are going to be unavoidable, from time to time, so make sure that there is a system in place for these too. Outline to your clients the specific times that your team can be contacted. There is no point telling clients that you are available 24 hours a day, 7 days a week, if you don’t have a system in place to receive late night calls and weekend emails.


Therefore be realistic with your customer service operating hours in order to make sure that clients are not going to feel let down or disappointed in any way. Being upfront about specific working hours, is not restrictive to clients but it will ensure that you can always be available when you say you are going to be and your team are not expected to be constantly checking their phones and emails outside of work hours.


All Hail The Mighty Project Manager


Project managers are really a non-negotiable when it comes to translation agencies, so if you don’t already have one, now is the time to get one. Project managers are able to take away all the client ‘noise’ and interruptions away from translators so that productivity can stay at a maximum level. As they act as the primary contact for the client they will also ensure that your customers always have someone to contact that will be able to provide them with feedback and ensure that their project is being worked through in a professional, efficient and timely manner.




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