Australia is home to one of the most culturally and linguistically diverse populations globally, with over 300 languages now spoken in Australian homes.
We truly are a nation of nations.
The majority of settlement for newly arrived migrants, refugees and asylum seekers occurs within the country's two most populous states being New South Wales and Victoria.
Market research has shown the following:
- 39% of participants identified as requiring general information
- 38% of participants wanted assistance in how to read and understand their bill
- 33% of participants wanted to know how to save money.
Digital engagement and access to information is also another area for refinement, with only 38.4% of participants said they visited a retailer’s website, and of those who did, less than 15% could find material in their language.
In terms of what’s essential for the communities, there were two core messages that all language groups raised:
- Having access to information in their own language and;
- Ways they can reduce cost
What can we do?
Organisations today have a tremendous opportunity to improve their customer experience by taking an ' inclusive' approach to customer engagement. This means leveraging new capabilities and technologies to make products and services more accessible that ever before to a broader audience in the Australian community who need extra support.
Some of these capabilities could include greater leverage of language capabilities within self-service IVR solutions, a NMT (Neural Machine Translation) solution for customer engagement and service operations and a content localization strategy that leads customers to answers in their own language.
There are numerous ways to connect and talk to your customers which improve their experience and sentiment towards your organisation.
To learn how we can help - Ezispeak - Solutions