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Advancing Business Through Language ExpertiseHow to achieve an outstanding globalcustomer experience in one click!
Advancing Business Through Language ExpertiseLanguage I/O• Oracle Gold Partner• Salesforce AppExchange Program Partner• 20...
Advancing Business Through Language ExpertiseSituation for our clientsInternational growthLack of international supportCos...
Advancing Business Through Language ExpertiseGlobal Solution
Advancing Business Through Language ExpertiseLinguistNow® Help• A RightNow CX andSalesforce Add-In• Automates theexport/im...
Advancing Business Through Language ExpertiseWithout LinguistNow• 12 languages 150,000 words• Frequent (weekly) updates• ½...
Advancing Business Through Language ExpertiseLinguistNow® Response Workflow1. User emails a Chinese question via theRightN...
Advancing Business Through Language ExpertiseLinguistNow® SummaryDramatically reduce cost & turnaroundUnique Hybrid soluti...
Advancing Business Through Language ExpertiseLinguistNow Response Options• Machine translations are instantaneous.• MT lev...
Advancing Business Through Language ExpertiseContact DetailsKaarina KvaavikManaging Partner, Language I/Okkvaavik@language...
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Achieving global customer experience

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Looking to expand your company and services globally? Or, have you already but are tired of the manpower and risk for translation errors it entails? Here's an overview of LinguistNow Help and LinguistNow Response, two tools that can help you gain a better global customer experience.

Published in: Business, Technology
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Transcript of "Achieving global customer experience"

  1. 1. Advancing Business Through Language ExpertiseHow to achieve an outstanding globalcustomer experience in one click!
  2. 2. Advancing Business Through Language ExpertiseLanguage I/O• Oracle Gold Partner• Salesforce AppExchange Program Partner• 20+ years in software localization &technology• Software globalization products for CRM/CXplatforms & consulting
  3. 3. Advancing Business Through Language ExpertiseSituation for our clientsInternational growthLack of international supportCost prohibitiveFocus on Customer ExperienceSelf service channels growingNeed to cut costs & turn-around timeCumbersome & high risk process
  4. 4. Advancing Business Through Language ExpertiseGlobal Solution
  5. 5. Advancing Business Through Language ExpertiseLinguistNow® Help• A RightNow CX andSalesforce Add-In• Automates theexport/import of articlesfor translation• Creates localizationpackages for linguists• Automates localization ofembedded links
  6. 6. Advancing Business Through Language ExpertiseWithout LinguistNow• 12 languages 150,000 words• Frequent (weekly) updates• ½ resource (FT) perlanguage/year = 6 FTemployees• Manual, risk prone process• Quality concerns• 72 weeks base content inputWith LinguistNow• Automatic export of 500 Englishanswers• Automatic parsing andlocalization of image & answerlinks• Translation request by touch of abutton• High quality & decreased time-to-market• Cost & Time savings•+300 weeks &$360K/yearLinguistNow® Help: SurveyMonkey Example
  7. 7. Advancing Business Through Language ExpertiseLinguistNow® Response Workflow1. User emails a Chinese question via theRightNow portal.2. LinguistNow Response machinetranslates the question.3. Support person crafts an English answeras a Private Note.4. LinguistNow Response human translatesthe answer.5. Chinese response emailed back toChinese user.
  8. 8. Advancing Business Through Language ExpertiseLinguistNow® SummaryDramatically reduce cost & turnaroundUnique Hybrid solutionDecrease time for Go-To-MarketSimplicity, Quality & Ease-of-useMultilingual support for world-wide clientsFlexible solutionsHigh quality, locale specific, CS contentWorld-wide adherence to SLA’s
  9. 9. Advancing Business Through Language ExpertiseLinguistNow Response Options• Machine translations are instantaneous.• MT level 1 (Google-powered, statistical engine)• MT level 2 (Advanced, near-human engine - partnership)• Human translation• Rapid-turnaround linguists are leveraged for human translations.• Translatable content is piped directly to the linguists.• Linguists on average take 35 minutes to translate responses,depending upon locale and time-of-day requested.
  10. 10. Advancing Business Through Language ExpertiseContact DetailsKaarina KvaavikManaging Partner, Language I/Okkvaavik@languageio.com(781) 990-1282Lucia KashDirector Business Developmentlkash@languageio.com(603) 488-5460
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