Success Story: How a Fintech Expanded into Latin America with Multilingual Outsourcing

Introduction

Expanding into new markets is always a challenge, especially when language and cultural barriers stand in the way. For one European fintech company, entering Latin America meant more than just translating a website — it required building trust with customers in Spanish and Portuguese. 

By partnering with a multilingual outsourcing provider, the company not only overcame these challenges but also accelerated its growth.

The challenge

• Language barriers: Customer support was only available in English.

• Operational costs: Opening offices in multiple countries was financially unfeasible.

• Customer trust: Latin American customers wanted localized, culturally relevant interactions.

The solution

The fintech partnered with a global outsourcing provider specializing in multilingual support. Key steps included:

• Setting up Spanish and Portuguese contact centers.

• Training agents in financial terminology and cultural nuances.

• Implementing AI-powered chatbots for basic inquiries, with human agents handling complex cases.

The results

• 40% reduction in operational costs compared to opening local offices.

• 22% increase in customer satisfaction scores within six months.

• Rapid market penetration in Mexico, Brazil, and Chile.

Lessons learned

• Multilingual outsourcing is not just about translation — it’s about cultural empathy.

• A hybrid model of AI (Artificial Intelligence) + human agents delivers both efficiency and personalization.

• Outsourcing can be a strategic accelerator for international expansion.

Conclusion

This fintech’s success demonstrates how multilingual outsourcing can transform market entry challenges into growth opportunities. By combining technology, cultural expertise, and scalable operations, the company built trust and loyalty in a competitive region.

Is your company planning to expand into new markets? Fill out the form at the end of this article, and the LMA Group team will help you design a multilingual outsourcing strategy that drives measurable results.

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