Pop quiz: which country is home to the second-largest Spanish-speaking population in the world?
A) Columbia
B) Honduras
C) Guatemala
D) The United States
If you answered D… you’re correct! If you answered A, B, or C… well, thanks for playing, and please stick around! We’ve got even more fun facts coming your way.
In the past, we’ve discussed some relevant statistics about Spanish speakers in the United States. Here are a couple of key takeaways from this post that small business owners should be aware of:
- The US Census estimates that by 2050, the number of Spanish speakers residing in the US will reach 138 million—the highest in the world
- The majority of Spanish speakers in the US are fluent in English, but one-third of our Spanish-speaking population is not
But nationwide data doesn’t always translate to our day-to-day lived experiences. In fact, some small businesses may question if these statistics are relevant to their specific industry or market.
The short answer: sí, they are.
Here are three reasons why your business may seriously want to consider investing in bilingual customer service.
Editor’s note: This article was updated in May 2025 with more newer data about Spanish speakers in the US, how to get started with a bilingual answering service, frequently asked questions, and more.
1. Your business serves (or could serve) Spanish-speaking clients.
Demographics in the US are shifting, and that’s no secret. States like North Dakota, Kentucky, and Louisiana, for instance, have seen significant growth in Hispanic populations over the past 20 years. And this isn’t just happening in big cities—rural and suburban communities are evolving, too. Yet, despite these changes, many local businesses still operate in English only. This not only creates a major gap in service, but also leaves native Spanish speakers feeling underserved and neglected.
If your business doesn’t offer a bilingual answering service, then you’re missing big opportunities to make connections and expand your customer market.
On the other hand, if you do offer a Spanish answering service, you’re able to:
- Make underserved customers feel welcome
- Stand out in your market
- Build trust through clear communication
Real talk—if someone can’t communicate with your team, they’ll likely move on to a competitor who actually understands them. You can’t blame ‘em! That’s just one important reason why you should consider bilingual support.
2. You’re looking to attract more business and opportunities for growth.
Every customer interaction is a chance to win someone over. But when language is a barrier, that opportunity disappears.
Research has found that people trust companies that speak their language. Meaning when you connect with customers in Spanish, you’re:
- Showing that you value their business
- Creating comfort and confidence
- Boosting your chances for repeat business
Think of a bilingual answering service like built-in marketing. If you deliver a great experience, your customers will spread the word, helping build a reputation for your business among potential Spanish-speaking clients, especially in areas where market competition is low. Also, when customers feel their unique needs are being met, you increase brand loyalty. This is all thanks to offering services in both Spanish and English.
3. Your competitors offer more accessible services than you do.
Offering bilingual support and answering services helps level the playing field and keeps your service competitive. It also aligns with growing customer expectations around accessibility and inclusivity.
As the population of Spanish-speaking people in the United States continues to grow, bilingual services are on their way to becoming the norm. In many parts of the country, it already is. What’s more, statistics show that 40% of consumers have stopped doing business with a company due to poor customer service.
So, when language gets in the way, it may be more than just an inconvenience for your Spanish-speaking callers, but a dealbreaker. You don’t want to lose customers over something that is a quick fix. Serve both Spanish and English-speaking populations so that your business can operate at the highest level and stay ahead of the competition.
What does a bilingual answering service look like in action?
It goes beyond having someone who speaks Spanish. True bilingual call answering services are easily integrated into your customer experience and include:
- Answering incoming calls and chats in Spanish
- Friendly, trained professionals who translate and relay the information in English
- 24/7 available support (so you never miss a lead or a moment to help)
That’s where Ruby shines. Our bilingual virtual receptionists and live chat specialists don’t just translate—they create meaningful, memorable interactions that reflect your brand values at all times of the day. Your customers will finish each conversation saying, Me encanta (love it).
How to know if your community needs bilingual support
Not sure if you serve Spanish-speaking customers? Start here:
- Check local Census data: data.census.gov
- Talk to your current customers
- Ask your team if they are encountering language barriers
Even if the numbers seem small, providing language options through a bilingual telephone answering service signals inclusion—which resonates with everyone. Todes saben que (everyone knows that)… accessibility is always a good look!*
*In Spanish, most words that talk about people end in “o” for guys and “a” for girls. Like amigo (male friend) and amiga (female friend). But what if someone doesn’t want to be put in either box? That’s where the “e” comes in—people started using it (like amigue or Latine) to be gender-neutral and inclusive!
Why Ruby? Because we speak your language(s).
We were built to help small businesses succeed—and that means making each and every one of your customers feel important.
With Ruby, you get:
- Live, US-based bilingual receptionists
- 24/7 call and chat support
- Personalized greetings and call handling
- A seamless experience that reflects your brand
Using our bilingual receptionist services, you can build community and lasting connections, all while saving money. Build a business that’s welcoming, inclusive, and positioned for sustainable growth (you’ll need it with all your new customers). Let’s make every conversation count—juntes (together).
If you recognize any of these signs or others that suggest your business would benefit from bilingual customer service, head over to our bilingual service page to learn how we provide consistently excellent experiences for callers in English and español.
FAQs
Bilingual customer support means providing service in more than one language—typically English and Spanish in the US—so customers can communicate comfortably. That way, every caller or visitor connects with a real person who understands their needs and speaks their language.
It helps you connect with more customers, build trust, and stand out from competitors. With nearly 42 million Spanish speakers in the US, offering bilingual support is a strategic way to grow your business and serve your community better. Bilingual service isn’t just for big companies, it’s actually even more critical for small businesses that rely heavily on customer satisfaction.
Industries like legal, healthcare, home services, financial services, and retail often benefit the most. Anywhere communication is key, offering bilingual service helps improve customer experiences, increase referrals, and strengthen community relationships.
Absolutely. Ruby offers 24/7 bilingual virtual receptionist and live chat services. Our friendly, US-based team helps your customers feel heard, understood, and valued every time they call or click. Then they communicate the customer’s needs to you in English.
Toggle ContentNot necessarily. With a partner like Ruby, you can add bilingual support without hiring in-house staff. It’s a cost-effective way to improve service, reduce missed opportunities, and boost revenue. Plus, you have to remember all the new leads and referrals that will likely come your way when you make your services accessible to more people.
Sources:
- https://www.pewresearch.org/hispanic/2021/09/23/facts-on-hispanics-in-the-u-s/
- https://data.census.gov/table?q=languages+spoken+at+home
- https://hbr.org/2012/08/speak-to-global-customers-in-t
- https://www.statista.com/statistics/815568/customers-who-stopped-doing-business-due-to-poor-customer-service-us/
