Most service and support operations are offering a single language compromize to their online customers – English. This is not sustainable long-term. Customers or partners who understand English imperfectly as a second language or have no understanding of your online content are disenfranchised.

Part of the reason this situation has evolved is historical – most support operations started by using online and self-help resources to deliver low priority support to lower value customers. Typically the ‘80/20’ rule has applied where 80% of the support operation costs are allocated to human support agents and dedicated technical account managers for strategic customers.