Webinar | How high-growth companies are scaling Customer Service across multiple languages

WEBINAR

How high-growth companies are scaling Customer Service across multiple languages

Agenda

Introduction

The challenges of multilingual customer support

Scaling customer support across multiple languages

Customer Success Stories

Q&A

1. 2. 3. 4. 5.

Introduction1

Your hosts

Raquel Pereira Director of Operations

Unbabel

Ricardo Ribeiro Director of Sales, EMEA

Unbabel

A community of 50,000+ Unbabelers

Advanced AI and machine learning

BUILDING UNIVERSAL UNDERSTANDING

Webinar GoalsLearn how businesses with high international growth are handling multilingual customer support with small

teams, while increasing customer satisfaction across different languages

Webinar GoalsGet to know

customer success stories

Webinar GoalsFind out how the latest developments in Artificial

Intelligence can integrate with the Customer Service tools you already use and give multilingual

superpowers to your existing agents.

Why is multilingual customer support important?

“Estimation of English and non-English Language Use on the WWW”, Grefenstette &Nioche at Xerox Research Center

“Twelve years of measuring linguistic diversity in the Internet, balance and perspectives”, UNESCO

Why is multilingual customer support important?

people search for online information in their native language

Common Sense Advisory, “Can’t Read, Won’t Buy”

75%

Why is multilingual customer support important?

of customers are more likely to purchase from a company that offers post-sales support

ICMI, “The growing need for multi language customer support”

74%

Why is multilingual customer support important?

said support in a customer’s native language increased their loyalty to the brand

ICMI, “The growing need for multi language customer support”

58%

Audience Poll

I don’t answer foreign support requests

I apologize and try to answer in English

I use a free machine translation service

I ask someone in the company who can help

I have a team with native agents

1. 2. 3. 4. 5.

How do you handle foreign support requests?

The challenges of multilingual customer support

2

The challenges of multilingual customer support

Keep a small team and operations lean

The challenges of multilingual customer support

Keep the same response times and level of customer satisfaction during weekends,

peak seasons and sick leaves

The challenges of multilingual customer support

Deal with languages that don’t have enough volume to justify native support but

are still spoken widely enough to deserve attention

The challenges of multilingual customer support

Audience Poll

< 10

10 - 50

50 - 200

> 200

1. 2. 3. 4.

How big is your customer support team?

Scaling customer support across multiple languages

3

The Problem

Machine Translation

Native Agents

Quality not good enough

Expensive and not scalable

Customer emails

come in many languages

DE

Give your team multilingual superpowers

ARIT

Reply back in their native language

EN

Translate customer emails automatically

DE

Unbabel’s Translation Pipeline

API + IntegrationsConnect to the world’s translation layer

Currently supporting 28 languages

More coming soon

Arabic

Bulgarian Chinese (Traditional) Chinese (Simplified) Danish Dutch

English Finnish French

German

Greek Hindi Indonesian Italian Japanese

Korean Norwegian Polish

Portuguese (Portugal)

Portuguese (Brazil) Romanian Russian Spanish (Spain) Spanish (Latin

American) Swedish Thai

Audience Poll

Zendesk Freshdesk Salesforce Service Cloud Help Scout Other

1. 2. 3. 4. 5.

What customer support system do you use?

Customer Success Stories4

It’s personal!

Case Study

Localization Of business

With that localization came the need to communicate with Pinners in different languages and the need to offer a customer experience which would reflect the platform’s personal experience with accuracy and speed

Keeping the team lean

Even if you wanted and could grow your team, hiring one person for each language is not enough — it would mean that whenever that agent takes a few days off, Pinners who seek support in that language wouldn’t get the help they needed.

Pinterest results in numbers

Case Study

Target Languages

25

Agents

5 Scale

Best feature

Building a best-in-class CS function

Case Study

Connect with the business

Work closely with other departments to identify potential problems before they become crises, and develop sustainable solutions judged on customer experience and business impact

Develop a metrics suite

Refine the KPIS which represent both customer and brand expectations (in the case of Daniel Wellington, these are CSAT scoring first reply, issue resolution time and of course, Net Promoter Score)

Along with off-the-shelf integration with Zendesk, Daniel Wellington’s service operation gets Unbabel’s end-to-end optimised translation platform:

• Client-specific dictionary (e.g. watch names)

• A self-learning AI language engine which refines reliability with every conversation

• Optimised human review

• AI Quality Control

Case Study

Case Study

4

1

2

3

Helpcenter

• Customer Satisfaction (CSAT) 89% to 92%

• Customer Satisfaction (CSAT) response rates more than doubled from 9% to 21%

Reached 92% CSAT

9 months later with Unbabel

Case Study

Before Unbabel

Case Study

Case Study

Unbabel provides Skyscanner with a safety net, improving efficiency and ultimately providing a better and more consistent customer experience.

Skyscanner started using Unbabel to optimize their workflow, being able to provide the same level of multilingual customer service throughout all their coverage, 24/7, during peaks, weekends and sick leaves.

• Customer Satisfaction (CSAT) 75% to 90% in one year (Oct '14 - Oct ’15)

• Customer Satisfaction (CSAT) consistently above

Reached 92% CSAT

• First response time 17hrs to 5 hrs in one year (Oct '14 - Oct '15)

• First response time never above 6hrs 2016-17

Replied 70% Faster

1 year later with Unbabel

Case Study

5 Q&A

unbabel.com

Ricardo Ribeiro Director of Sales, EMEA Unbabel ricardo@unbabel.com

Thank you for watching