Designed to reduce call center volume, shorten resolution times, and ... GeoFluent Chat uses advanced language processin
SAY HELLO TO REAL-TIME
MULTILINGUAL CHAT
How Language Impacts the Customer Experience Building client engagement and brand loyalty across your global markets takes more than an advertising campaign—you must connect at the individual level. In the global marketplace, that means connecting with and supporting customers in their native language. Increasingly, companies have embraced the use of online chat agents to quickly and effectively manage global customer needs. Designed to reduce call center volume, shorten resolution times, and increase customer satisfaction, this channel is cost-effective, but can be perceived as impersonal, especially given its inherent language limitations. If your chat service is language-limited, non-English speakers are less likely to participate, leaving you without a valuable customer touch point, and with increased service costs. It isn’t feasible to have dedicated in-country customer service in every market, but Lionbridge has a translation solution that is the next best thing. Say hello, hola, and ahoj to instant, high quality translation that fully integrates with your existing chat application.
Meeting the Multilingual Chat Challenge For most chat interactions, traditional approaches to translation are not effective. The content is too dynamic, human translation is too costly, and the translation needs to be instantaneous. However, a new solution has emerged. Machine translation software (often called MT) instantly and cost-effectively transforms content from one language to another. With an MT-based solution you can extend your chat service to non-English speakers, and interact with them in their preferred language.
Instant Translation for Every Language Lionbridge has taken cloud-based, on-demand translation and integrated it with common chat applications. Simply put, your chat agents are now empowered to connect and communicate with your global customers in their preferred languages. Every customer matters so make sure every interaction counts. Partner with us to create a truly multilingual chat experience that builds customer engagement and satisfaction, deepens brand loyalty, and drives incremental revenue.
Leveraging MT in Conversational Communications In conversational communications, real-time translation can be hampered by short-hand, abbreviations, or branded terms. Spelling and punctuation may be less formal or missing altogether. The key to leveraging MT for your chat agents is to choose an approach that effectively addresses both the dynamic nature and language nuances of online communication.
The Solution: GeoFluent Chat GeoFluent Chat from Lionbridge is an automated real-time translation solution built to enable your English-speaking online chat personnel to engage global customers on a one-to-one basis.
Engage customers in the language that matters most to them— their own—and deliver superior support, decrease time-toresolution (TTR), and increase incremental revenue. GeoFluent Chat uses advanced language processing plus customized branding and terminology glossaries. This results in a seamless and instant translation experience that enhances customer support and preserves your brand identity across languages. Your chat personnel now have the ability to support multiple global customers simultaneously in a user-friendly, fast, and secure environment.
GeoFluent Chat Solves the Global Communication Challenge Engage and Support Your Non-English Speaking Customers in Their Native Language Improve Customer Satisfaction (CSAT) and Net Promoter Scores (NPS)
Increase Revenue and Conversion Rates
With GeoFluent, you can support all customer inquiries, at any time, in their preferred language, even when the in-country agents are not available.
Industry experts have shown that people make quicker buying decisions and spend more online after chatting with a well-trained agent. With GeoFluent, chat is now available to customers who were not currently supported, resulting in net new sales growth.
Lower Support Costs
Decrease Time-To-Resolution (TTR)
GeoFluent improves productivity by enabling agents to engage with customers regardless of language. Local expertise can be shared globally eliminating the need for in-country agents, and support costs are reduced as support shifts from expensive calls centers to chat-based help.
GeoFluent shortens your customers’ wait time by increasing the pool of available agents. Respond faster by providing a support option which is more efficient than email, and much more cost effective than phone support.
CASE STUDY SPOTLIGHT GeoFluent Delivers Value to Clients Online gaming leader PKR has revolutionized the industry with their unique real-time 3D graphics, environments, and characters. PKR implemented GeoFluent Chat to ensure that their international customers always get a winning hand when it comes to customer support.
Since partnering with Lionbridge to enable real-time chat translation, PKR has: • Realized a 30% savings in hiring chat agents • Achieved a 35% decrease in wait times • Increased flexibility in shift structuring
• Enabled all customers to chat in real time with support staff regardless of language preference • Eliminated overtime costs to cover language gaps
“GeoFluent Chat has given us the ability to delight our customers by providing them with immediate support in their language, with quality that meets their needs and a cost and integration model that meets our needs.” - Victoria Dornan, Head of Client Services, PKR Technologies, Ltd
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Learn more about how implementing GeoFluent Chat helped PKR reduce service wait times, increase customer satisfaction, and engage in new markets.
What You Should Know • GeoFluent Chat is Lionbridge’s automated real-time translation offering. It is a SaaS solution that integrates with your chat API and enables real-time translation of conversational communication. • GeoFluent couples the world’s most advanced language processing with sophisticated machine translation technology to overcome grammatical, shorthand, and other linguistic irregularities that challenge the best machine translation engines today. • The chat application can be customized to exclude sensitive and personally identifiable information from translation, assuring compliance with PCI, Sarbanes-Oxley, and other laws and standards. • GeoFluent drives engagement, improves content value, increases incremental revenue opportunities, and lowers your customer support costs. • It is the best solution on the market today to address the challenges and complexities of multilingual chat.
How Does it Work Again?
Customer, Tim Supporter: Tim
The concept is simple—as your agents engage in English, GeoFluent instantly translates the chat into the language of the customer. As customers respond in their native language, the GeoFluent application instantly translates it back to English so the agent is able to view the communication and respond in real-time from within the chat application.
Translate chat
2:38:35 PM Welcome to the live chat, Customer. Your operator is Tim. 2:38:43 PM Tim: Hello, how can we help you? 2:38:43 PM Tim: ¿Hola, En qué podemos ayudarle? 2:39:07 PM Customer: Hola, necesito ayuda 2:39:07 PM Customer: Hello, I need help
Send
GeoFluent Chat Supported Languages GeoFluent Chat supports translation for all languages supported by Microsoft Translator. Your GeoFluent Account Manager will work with you to ensure that all the conversational language pairs (Agent + Customer) you need are available from your chat application:
Arabic Bulgarian Catalan Chinese (Simplified) Chinese (Traditional) Czech Danish Dutch English Estonian Finnish French French Canadian German Greek Haitian Creole
Hebrew Hindi Hmong Daw Hungarian Indonesian Italian Japanese Korean Klingon Latvian Lithuanian Malay Maltese Norwegian Persian Polish
Portuguese Portuguese (Brazil) Romanian Russian Slovak Slovenian Spanish Spanish (Latin America) Swedish Thai Turkish Ukrainian Urdu Vietnamese
Let’s Chat!
Contact us today for a live demonstration and your own personalized ROI analysis. Learn how much you can save and gain with GeoFluent Chat. www.geofluent.com
Lionbridge enables more than 800 world-leading brands to increase market share, speed product adoption and effectively engage customers in local markets worldwide. Using innovative cloud technology platforms, we help overcome global communication challenges with translation solutions specifically designed for crucial customer touch points. GeoFluent by Lionbridge enables companies to engage with global customers with a real-time, translation solution for online communities and chat. Reduce support costs, expand your global reach and improve call center productivity. To learn more visit www.lionbridge.com and www.geofluent.com.
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