"What languages is support provided in?"
Answer examples and tips for RFPs

Last updated by Brecht Carnewal Brecht Carnewal on 2023-07-30


When it comes to support for your company, it's essential to ensure that you can communicate effectively with your service provider. One of the most important aspects of support is the language in which it is provided. Different companies and service providers offer support in various languages to cater to the needs of their clients. In this article, we will explore the question of "What languages is support provided in?" and provide you with valuable insights to help you answer this question effectively.

Here are two related questions that are not the same but will provide you with additional context:

  1. "Can I receive support in a language other than English?"
  2. "Are there any limitations on the languages in which support is available?"

Why is this asked?

The question about the languages in which support is provided is important because it directly impacts the level of customer satisfaction and the ability to effectively resolve issues. Asking this question allows the person answering to understand the service provider's language capabilities and to assess if they can support clients in their preferred language. By knowing the languages in which support is available, the service provider can align their resources and ensure they have the necessary language skills to assist their clients effectively.

Key information to include in your Answer

When answering the question about the languages in which support is provided, consider including the following key points:

  1. List of supported languages: Provide a clear list of languages in which support is offered. Specify if support is available in widely spoken languages such as English, Spanish, French, or if it extends to less common languages as well.

  2. Language proficiency: Indicate the level of language proficiency the support team possesses. Highlight if they have native speakers or experts fluent in specific languages to ensure effective communication and understanding.

  3. Communication channels: Specify the communication channels through which support is provided in different languages. Mention whether it is through phone calls, emails, live chat, or any other platform that supports multilingual communication.

  4. Availability and response time: Communicate the availability of support in various languages. Are there specific business hours or days when support is available in each language? Also, mention the average response time for support requests in different languages.

  5. Multilingual documentation: If available, mention whether the service provider offers documentation, knowledge bases, or resources in multiple languages. This will help clients find answers to common questions without having to reach out to support directly.

  6. Translation services: If the support team does not offer support in a specific language, consider mentioning if they have translation services available to ensure that communication barriers are minimized.

  7. Bilingual representatives: If applicable, highlight if the service provider has bilingual representatives who can assist clients in multiple languages during support interactions.

  8. Localization support: Inquire whether the support team has experience in providing localized support for specific regions or countries to understand their ability to cater to diverse cultural and linguistic needs.

  9. Service level agreements (SLAs): If your service provider has specific SLAs tied to support response and resolution times, mention whether these SLAs vary depending on the language in which the support is provided.

  10. Special considerations or limitations: Finally, if there are any specific considerations or limitations regarding language support, such as restricted availability for certain languages or target audience, make sure to provide that information as well.

Example Answers

Example 1:

"At [Company Name], we understand the importance of effective communication and offer support in multiple languages to cater to our clients' diverse needs. Our support team is proficient in English, Spanish, French, and German, allowing us to assist clients from various regions. We have native speakers and language experts on our team who ensure smooth and accurate communication. You can reach our support team through live chat or email, and we strive to respond to all inquiries within 24 hours. Additionally, our knowledge base is available in English, Spanish, and French, providing self-help options in multiple languages."

Example 2:

"We recognize that language plays a vital role in delivering exceptional support to our clients. At [Company Name], we offer support in English, Portuguese, and Mandarin. Our support team comprises native speakers who have a deep understanding of their respective languages and cultures. We ensure that our support channels, including phone calls, emails, and live chat, are available for assistance in these languages during our regular business hours, Monday through Friday from 9 am to 6 pm. For urgent matters, we have a dedicated 24/7 English support line. Our well-organized knowledge base also provides articles and resources in all our supported languages."

Example 3:

"We are committed to providing comprehensive support to our clients in the language they are most comfortable with. At [Company Name], our support team speaks English, Spanish, Italian, and Dutch. With our multilingual representatives, we can effectively address queries and troubleshoot issues in these languages. You can easily access our support team via phone, email, or through our online ticketing system. Our response time for support requests in any of these languages is within 12 hours during weekdays. Although we primarily offer support in these languages, we also have partnerships with trusted translation service providers to assist our clients in other languages whenever necessary."

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