Language I/O Inks Partnership Deal With Salesforce.com
After signing another major agreement with Salesforce.com, we are now in a position to enable support teams on both Oracle and Salesforce platforms to communicate with their clients in any language like natives.
Happy New Year everyone! It’s a new year and we’re announcing an exciting, new partnership.
A few weeks ago we signed another major agreement and with it launched our second CRM language translation integration, this time with Salesforce.com. We’re now in a position to enable support teams on both Oracle RightNow® AND Salesforce platforms to communicate with their clients in any language like natives.
The idea behind our products is to simplify the process of translating support content so you can support clients anywhere in the world, in their native language. We want to tear down the walls around multilingual communication and enable companies to provide support in any language, even if they don’t have a native speaking customer service team. This will increase the overall customer experience for clients that prefer to communicate with you in a language other than English.
We believe that this process needs to take into account both your Service Level Agreements (SLA’s) in regards to turn-around time and translation quality. If you provide online help, it won’t do your clients any good (or your support team for that matter) if the translation of your knowledge base is performed by a machine. Human, professional translation is key for this type of content.
On the other hand, if you’re getting non-English support emails and need to quickly assess what the issue may be; machine translation can be a very attractive solution. The intelligent combination of human professional translation and machine translation will give both you and your clients the biggest bang for your buck.
So, why are we doing this?
Both the customer service industry and the language industry are growing rapidly. In 2011, there were approximately 2.3 billion Internet users, with the majority of the growth coming from emerging markets such as China and India. It is expected that in 2020, there will be more than 5 billion Internet users and the amount of content available on the Internet will grow dramatically.
According to Internet World Stats, most of the growth is expected to come from developing countries that currently have the lowest penetration rates. Basically, we’re still in the “early adopter” stage in regards to how the Internet will be used in the future.
In this increasingly global environment, Internet users expect high quality customer service alongside instant responses. You must provide well-written responses to customer queries quickly and in their own language. Communicating with clients in English only or taking several days to address a customer service issue is no longer acceptable. Many companies today struggle to keep up, thereby losing market share and revenue opportunities. Questions like “Do we really need to setup local support centers where we have customers?” and “How do we provide the same level support to our non-English speaking clients as we do to our English speaking customers?” are often the topic of C-level meetings.
By creating this partnership with Salesforce.com, we’re now able to offer our products and services to a larger number of companies, helping them create a better global customer experience for their clients.
We’re living in a world where global reach and support is essential, not just an afterthought. We’re excited to be able to help you make translated content as simple as the click of a button.