On 31 July LanguageLoop CEO, Elizabeth Compton, took part in Australia Post’s ‘Voice of the Customer’ session, to share our experiences of what it’s like working with one of Australia’s most trusted brands.
The invitation was warmly accepted as an opportunity to talk about a topic that’s highly important to both brands – the customer experience.
Customer centricity is what drives businesses and for good reason – successful companies understand that exceeding customer expectations is key to their survival in today’s competitive world.
Top brands listen to customers to truly understand their needs, and learn how they can create a positive experience for them, across all interactions.
To deeply understand the customer experience, Liz suggests spending time on the front line; “Get out of the office and spend time on the floor, sit in on some customer service phone calls, or take a walk around the warehouse operations, and start to see things from the customer’s perspective’ she says.
Now that we live in a growing multicultural society, with 21% of people speaking a language other than English at home, more and more organisations are thinking about the way they provide their services to customers, including reaching the multicultural communities.
Other Australian brands, including Westpac Group, have recognised this and recently signed exclusive partnership agreements with LanguageLoop to deliver telephone interpreting services via their national contact centre solutions. The service is being implemented across Westpac’s subsidiaries St.George Bank, the Bank of South Australia and the Bank of Melbourne.
The Australia Post and LanguageLoop partnership, established last year, enables LanguageLoop’s personal document translation service to be more easily accessible to people, with the service promoted at over 1400 Australia Post outlets around the country.
Newly arrived Australians can have their key documents translated to Australian government accepted standards by simply completing an application form, dropping their documents at their nearest participating Australia Post Office, to be with one of LanguageLoop’s NAATI-certified translators within minutes.