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Providing effective and timely customer service has become increasingly difficult for organizations that cater to multiple geographies, especially considering English is the primary language of only 27 percent of Internet users.

In the past, companies basically had two options. They could market products and services only toward English-speaking customers, essentially shutting off three-quarters of their potential market, or they could employ native speakers for each individual market. As one would expect, the second option comes with significant cost, management and customer loyalty concerns that make it almost impossible to implement.

Instead, many forward-thinking organizations have begun embracing cutting-edge technology known as chat translation software.  

The leading provider in this space, Lionbridge, provides a multilingual chat translation platform named GeoFluent  Chat that allows companies to provide online customer support to users in most any geography. The technology is robust, but the use is very simple and intuitive.

When a user logs on to the company's customer support page, they will be given the option to chat in one of many different languages. When a user asks a question or makes a comment, the message will be instantly and cost-effectively translated to the customer service rep's language of choice, and vice versa. The end result is a feeling on both sides that the conversation is happening in only their own language.

This way, companies can broaden their market while relying on trusted customer service personnel in their home country, essentially eliminating the need for costly outsourcing activities and lengthy phone conversations. The chat translation software results in the reduction of operating expenses and capital expenditures along with the creation of new revenue streams.

In addition, the online tools can be used during any step in the value chain, from presales engagement to post-sales support.

GeoFluent Chat goes well beyond other chat translation software. The customizable software can be "trained" with previous chat scripts, logs, translation memories and other glossaries to become "smarter" after each conversation.

"This improves the comprehension of the translation, the precision of the instructions, and the consumer’s brand experience," Yvonne Cekel, vice president of SaaS (News - Alert) and Communities at Lionbridge, noted in a recent article.

Another key benefit of partnering with GeoFluent is that it can bring translation beyond simple online conversations. GeoFluent Web allows companies to take all their Web marketing material – including eSupport, knowledge bases, support forums and corporate blogs – and cost-effectively transform them into the preferred language of their customers.

Best of all, GeoFluent Web is an on-demand solution, meaning users can access translated documents in real-time, as needed. As a Software as a Service (SaaS) solution, GeoFluent requires no downtime for upgrades or maintenance and can be quickly integrated with off-the-shelf and custom-built business software.

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Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO East 2012, taking place Jan. 31-Feb. 3 2012, in Miami, FL. ITEXPO (News - Alert) offers an educational program to help corporate decision makers select the right IP-based voice, video, fax and unified communications solutions to improve their operations. It's also where service providers learn how to profitably roll out the services their subscribers are clamoring for – and where resellers can learn about new growth opportunities. To register, click here.

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Beecher Tuttle is a TMCnet contributor. He has extensive experience writing and editing for print publications and online news websites. He has specialized in a variety of industries, including health care technology, politics and education. To read more of his articles, please visit his columnist page.

Edited by Jamie Epstein