Justin Custer

CX Diaries - with Keith Gait

In this week’s podcast we had the pleasure of speaking to Justin Custer, CEO of one of our Foundation Partners – ChatLingual.
Justin tells us all about ChatLingual and the major challenges he sees in the CX industry when it comes to language and multilingual support for customers.
He talks about the issues when it comes to multilingual speaking agents due to hiring, training and retention of staff, how multilingual support can help the experience for both customers and businesses, and solutions for seamless language support across 100 languages.
Justin gives us some great stats about the importance of having CX in a native language, and how this drives brand loyalty and ROI. He also talks about the key metrics and KPIs which are most important for contact centres, how to measure accuracy and what your customers care most about.
He talks about some of the translation options available in the market and how they are not always accurate? And if customers are always able to understand the conversation well enough to have their problem resolved.
Additionally, Justin shares how the ChatLingual platform works on top of the client's existing technology. Even if enterprises use 18 different applications, multilingual support is still possible and easily implemented.
He also talks about some of the challenges he found when he first founded the business and how they have overcome these, and what is next and the future when it comes to multilingual customer service support.
On a personal note, Justin tells us about his love of mountain biking skiing, and also flying (as a pilot)!!!