F-Secure delivers seamless global support with Language IO
Share
How F-Secure Eliminated the Speed vs. Scale Trade-off
The Challenge: Scaling Secure Global Support
F-Secure’s global mission demanded multilingual support without compromising privacy or speed. But their support model couldn’t keep pace.
- New market expansion stalled – couldn’t justify native speaker hires before demand proved out
- Volume spikes crushed wait times – especially in chat, where customers expect instant responses
- Low-volume languages made hiring impractical – needed minimum 2 agents per language, many multilingual just to cover gaps
- Onboarding temp staff took too long – by the time help arrived, the spike was over
With customers across 10+ languages and operations in Finland, Poland, and Malaysia, F-Secure needed to scale support without scaling headcount or compromising their strict data security standards.
The Solution
F-Secure implemented Language IO’s Salesforce-native translation across email, chat, case, and knowledge base.
The decision came down to two non-negotiables:
- Data security and compliance aligned with F-Secure’s privacy requirements
- Ease of use for support teams, ensuring adoption without friction
With Language IO embedded directly in Salesforce Service Cloud, agents could instantly translate incoming and outgoing chat messages and publish knowledge articles in multiple languages – without waiting for human translation or adding new headcount. Net effect: Faster scaling into new markets, better coverage during peak hours, and improved efficiency across global teams – all while maintaining F-Secure’s uncompromising security standards.
We take data privacy very seriously and never compromise on how securely we handle customer data. Language IO aligned perfectly with those values.”
The Outcomes
- Expanded multilingual reach without increased staffing
- Shorter wait times during unexpected chat volume spikes
- Increased chat sessions vs. phone sessions, improving scalability
- Faster publishing of multilingual support content
- Greater team flexibility – high-workload teams can get help from lower-workload teams across locations
F-Secure gained the ability to support customers in any language, creating a more connected, collaborative global team that manages demand more evenly across time zones.
What’s Next
F-Secure continues to evolve its global customer support model with the same principle that drives its business: secure, seamless, human-centered experiences.
They’re now:
- Conducting ongoing quality analysis to understand conversational patterns by market
- Sharing knowledge across teams to maintain empathy, accuracy, and trust
- Building on their foundation that scales effortlessly, safeguards privacy, and keeps every digital interaction secure – no matter the language
They didn’t just solve a support problem – they built a competitive advantage.
