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Self-Service Options for Your Spanish-Speaking Customers are Easier than You Think

Posted February 19, 2013 by David Cutter

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There are more than 346 million Spanish-speaking people in the world. By 2050, the U.S. Bureau of Census projects that there will be 100 million Hispanics in the United States. It then stands to reason that utilities should adopt Spanish-language self-service options.

There are seven universal truths to customer usefulness. While we won’t go into all of them, we will focus on the two that can best serve your Spanish-speaking customers: “availability” and “ease-of-use”.

Like any customer, the easier you make the payment process and the greater your availability of convenient, desirable offerings, the more likely your customers will take advantage of them. Spanish-speaking customers are no exception.

For those utilities with large Spanish-speaking populations, Spanish-language services should be available across the same spectrum as those offered to other customers including your web site, automated phone capabilities (IVR), and of course, paper communications and billings. As an example, the Spanish-language version of an automated phone system would allow users to select their language preference to access balance and payment information, confirm due dates, and make payments.

You are probably thinking, “Sounds great. But is it difficult or expensive to implement self-service options for my Spanish-speaking customers?” No. Just the opposite. It actually is much easier than you’d think.

In fact, most pay for themselves in a few short months. Customers will enhance their ability to pay on time. Utilities will reduce their overhead, since customer service will not require as many Spanish-speaking employees on standby. It really is a win-win.

¿Que estás esperando? Implement Spanish-language self-service options now allowing your Spanish-speakers to quickly pay with web, mobile, and phone payment interfaces. Your customers will say “Gracias!”

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