How to Manage Language Barriers During Support Calls

🎯 Purpose:

To ensure smooth communication with customers who do not speak Hindi or English fluently, while maintaining a professional and helpful experience.

🪜 Step-by-Step Process

🧠 Step 1: Identify the Language Issue Early

If the customer:

Repeats “No Hindi”, “No English”
Goes silent or sounds confused
Tries to speak a local/regional language

→ Politely pause and switch to basic English/Hindi or move to alternate support mode.

🔁 Step 2: Switch to WhatsApp or Chat

“I’m facing difficulty understanding your language — can we continue this on WhatsApp or chat where we can use translation?”

✅ Send WhatsApp or ask user to use in-app chat.

🌐 Step 3: Use Google Translate (Internally)

Use simple tools like Google Translate or DeepL to quickly copy/paste and translate messages
Avoid slang or long complex sentences

🔄 Step 4: Loop in a Team Member (If Available)

If a team member speaks the same language:

Tag them in internal chat or CX Genie
Assign call/chat for better handling

🗃️ Step 5: Mark Language Tag in CRM

If the language issue happens often:

Tag the customer with the appropriate language in CRM
Use this for future routing

🎤 Sample Phrases

Situation	Sample Line
User doesn’t speak Hindi/English	“Sorry, can we continue on WhatsApp or chat for better help?”
Offering to switch to chat	“Please send us a message on WhatsApp. We’ll help you there instantly.”
Unable to understand even on call	“Can I send you all steps as a message in your language?”

✅ Best Practices

✅ Do	❌ Don’t
Stay calm and polite	Don’t show frustration or hang up
Offer chat-based support	Don’t try to force a language
Use translation tools	Don’t ignore language barriers
Note preferred language for future	Don’t assume all users are fluent