Real-time translation solution for 24/7 multilingual customer support

Situation

Our client wanted to improve and expand their support portal so users worldwide could type questions and get written responses in their languages. Their customer service reps could only respond in English, creating a language and customer service barrier for all non-English-speaking customers. The goal was simple: create frictionless customer service for global users entirely in their language to improve customer experience, loyalty, and satisfaction.

Challenge

The first task was to provide instant, accurate translations of the questions from the customers into English so the customer service representative could understand and then translate their response back into the original language to deliver to the customer.  The system had to be responsive, adaptable, and available around the clock to support users worldwide. It required:

• Instant translations to keep up with the fast pace of live support
• Clear, relevant, and natural-sounding replies
• A system that operates quietly in the background for a smooth customer experience
• Interactions that reflect the client’s high standards for quality support
• A service that is accessible 24/7 to cover all time zones

Solution

We used WordsOnline, our online AI-powered translation platform, to create a customized workflow that lets customer support reps respond to queries in real time. Here’s how:

• Reps submit a translation request to Acclaro through a simple dashboard.
• WordsOnline machine translates the request and then sends the output to our team of skilled linguists for quick post-editing.
• Those linguists have access to the original customer’s question, so they can easily match tone, terminology, and level of knowledge to make sure the answer is appropriate and clear.
• The customer support rep can download the final file and send the answer back to the user through their customer service portal.

Highlights and results

With this setup, our client now provides fast, reliable support in multiple languages, creating a smooth experience for customers around the globe. Here’s what they’ve achieved:

• Fast response: Most translations are completed in under 30 minutes, with our record turnaround at just 3 minutes.
• 5-star customer experience: This level of responsive in-language support has improved customer satisfaction.
• Cost savings: Our automated process cuts down on time and costs, so the client doesn’t need a full in-house multilingual team.
• 24/7 support: We have linguists and language professionals in all time zones, so someone is always available to help, no matter when a request comes in.
• Scalable solution: The right team and process are now in place to support a growing global audience without stretching resources. 

Ready to break through language barriers and grow your global impact? Acclaro’s solutions help you connect with customers in any language so they feel understood and valued.