Local App Localization: Customer Support Best Practices

Devs that succeed with an App, do one thing very well:

They provide excellent customer support for the target audience in their own language.

And you are probably wondering:

How can I provide excellent customer support for my App if I do not know the language of the target audience and don’t have much money to invest in the Customer support representatives?

In this post I will give you some solutions.

Customer Support Localization Will Save Your Money On Support Representatives

  • According to Common Sense Advisory, 75% of non-native English speakers are more likely to buy something if post-sales support is in their own language.

Local App localization involves an essential element – Customer Support Localization. Unfortunately, this issue was not much presented in recent studies. And failing to provide due consideration to customer support localization will likely result in really low download count. According to Common Sense Advisory 75% of non-native English speakers are more likely to buy something if post-sales support is in their own language.

Offering a customer-tailored support will not only increase your app download rates, but will also be a good way to satisfy and delight your customers.

Generally there are different channels of customer support in the e-commerce: FAQ, live chat, email-based customer service, social media support, a call center. Nowadays most companies offer multi channel customer service. And it is up to a customer to pick the most suitable channel. Today I would like dwell upon customer support for local App localization.

The Best Solution Is Static Support Localization

You already know that the majority of successful Apps in the Google play offer customer support

That much is clear.

But let’s see what kind of customer support do they provide:

I have analyzed the Apps and can state that most devs offer static customer support.

What is that?

The static customer support is an accurate description/information which shows no or little change. As a rule, the static customer support involves introductory emails, confirmation emails, product update emails, newsletters, invitations, etc as well as a FAQ. You can ask for help from a freelance translator (as a rule freelancers services are cheaper than the ones offered by companies) to provide local app localization for your static support. Bear in mind, that the static channels can extremely reduce your further costs on customer support, especially when you get the same questions from people over and over again, i.e. from a dynamic channel.

Tweet how to create customer support for your App

As I have mentioned already, customer support for Apps is very limited, this applies especially to dynamic channel. As it happened, all the apps offer customer support through email channel.

  • Email channel allows you to offer individualized help to your customers.

You can find an App support email at the end of the description in the App Store. Email channel allows you to offer individualized help to your customers. But it will require additional costs from your side. You can either use services by a professional freelance translator or find a cheaper language service providers who are students or just starting their career. But remember there can always be options for professional services. E.g. you can get in touch with a professional freelance translator and ask for a cheaper price promising a one-year contract and easy texts to translate.

Local app localization including customer support, will certainly bring a lot of engagements and increase download rates of your App. Delivering great support to your local customers is just as important as delivering great support to the customer who lives next door, and fortunately, making that happier is easier today than ever.

Have you overcome language barriers with your customers? What kind of impact has it had on your business?

By | 2017-10-23T12:08:29+00:00 June 23rd, 2016|

Translator & localization specialist, Wordpress website developer, SEO and online marketing expert. Able to develop and shape your company’s voice and style in Russian & Ukrainian to ensure that it’s clear, accessible, and culturally relevant for your customers and partners throughout the Russian- and Ukrainian-speaking world.

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