Language I/O’s Multilingual Customer Support Platform Integrates with Zendesk
November 12, 2018
Organizations using Zendesk Support can now engage with customers in more than 150 languages using Language I/O Response for translation of Support tickets and Language I/O Help for Guide article translation.
“We know that 74 percent of consumers are more likely to buy a product or service if customer support is offered in their language.” said Language I/O Co-Founder Kaarina Kvaavik. “So, why not offer it on every channel, in every language at the highest quality?”
Using a sophisticated and smart combination of machine translation and professional human translation, Language I/O makes monolingual customer support agents multilingual with the click of a button. With Language I/O Response, customers can literally ask a customer service agent a question in a Support ticket in any language and get an accurate response back in their language in a matter of moments regardless of which language the agent speaks.
With Language I/O Help, customers can read accurately translated Guide articles to help themselves, negating the need for an email, call, or chat, which increases the customer experience because customers prefer self-service while reducing operational costs at the same time.
Not only do these products create satisfied customers, but they also improve CSat scores and NPS. They decrease average abandonment rates; decrease average handling time; increase service level; and decrease resolution time. Language I/O allows customer service teams to meet and exceed these KPIs without hiring multilingual support teams, a savings of up to 40 percent on customer support costs.
Language I/O understands companies that strive to keep their customers and attract new ones by providing exceptional service. Language I/O launched the Zendesk partnership when one of its existing clients migrated to Zendesk from another CRM platform and wanted to maintain their multilingual customer support capability.
“We constantly look at customer service from both the perspective of the customer and the perspective of the business,” Kvaavik said. “As a customer, we know how challenging it is to get support from a company that cannot effectively communicate with us. As a business, we know how important it is to deliver superior service to companies such as LinkedIn, Shutterstock and iRobot, that are already working with us. We are absolutely thrilled to add Zendesk to the CRMs we integrate with.”
Customers love Language I/O Response and Language I/O Help because they:
- Integrate with five different machine translation engines
- Automatically train machine translation engines to use customer and industry specific glossaries
- Allow agents to choose human professional translations or machine translation on a ticket-by-ticket basis
- Encrypt personal data (we of course are GDPR certified!)
- Allow for selective translation so only a portion of a Support ticket is translated
- Use professionally pre-translated templates and auto-responders to reduce cost and improve quality
Language I/O Response is currently available on the Zendesk marketplace. Language I/O Help is available here.