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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 [email protected]
Thank you for watching