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Key Takeaways Korean buyers expect polite speech, fast replies and a quick path to a real person. Like phone and email, KakaoTalk is widely used in Korea. Canada has its…

Key Takeaways Germany, Austria and Switzerland share a language, but each market expects a different tone and set of rules. Even most online shoppers in Germany want to contact a…

Key Takeaways Many brands already receive Spanish contacts, and Spanish is a fast-growing mother tongue in Canada. Customers can select their preferred language, with strong Spanish support available. In Quebec,…

Key Takeaways The first step to good support in French is to have native agents who know which French your customer speaks. France and Quebec speak the same language, but…

Key Takeaways French vs German customer support isn’t about debating which style is more effective. It is about understanding customer support preferences in each country. French customer support staff focus…

Key Takeaways Multilingual customer support lets businesses communicate with customers in their preferred language when entering a European market. A customer’s language affects whether they understand the product, make a…

Key Takeaways Most teams figure out how to scale customer support the hard way, by adding people after quality has already slipped. Deflection is better than adding staff. Removing a…

Key Takeaways The best BPO companies can be classified into three tiers. Choosing the wrong tier is worse than choosing the wrong brand. The seating minimums at the largest of…

Key Takeaways Your customer support cost per hour is probably double the agent wage after accounting for benefits, unbillable time, and tools. Channel mix moves the number more than headcount…

Key Takeaways Multiple parts make up BPO pricing. The structure you select determines your total cost. The two parts of a quote that have the most impact are how many…