As a tourism and travel website (www.HotelTravel.com) with a global customer base we needed the ability to communicate and provide 24 hour customer service in multiple languages. Currently we have LivePerson chat available in 8 different languages. Not all of our operators speak all 8 languages so we needed a way to let the visitors know what languages were available at the moment of their chat request. (We didn’t really want to immediately direct a language that was unavailable to an email response, so we needed a way to give our customers the ability to chat in a second language if they so desired.)
To do this we created a directory of languages that pops up when the visitor requests a chat. This pop-up window shows the visitor which languages they will be able to chat with and to which they will be able to email. This page is actually a series of chat buttons directed at a particular account/skill which is assigned a particular language. This way, our customers are greeted to their chosen language first and our operators know what language our customers wish to start a dialogue in.
The chat button is so designed to give a welcoming friendly feel and to encourage a dialogue between ourselves and our customers. Each language area on our site has a different photograph and text which is dynamically created and changed based on who will be receiving the chat request and what initial text they want displayed. This is all handled in our backend system. This way a more personal; language specific touch is obtained. Good news for our customers and great news for HotelTravel.com!
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