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.

Business Technology

Advancing Business Through Language Expertise
How to achieve an outstanding global
customer experience in one click!

Advancing Business Through Language Expertise
Language I/O
• Oracle Gold Partner
• Salesforce AppExchange Program Partner
• 20+ years in software localization &
technology
• Software globalization products for CRM/CX
platforms & consulting

Advancing Business Through Language Expertise
Situation for our clients
International growth
Lack of international support
Cost prohibitive
Focus on Customer Experience
Self service channels growing
Need to cut costs & turn-around time
Cumbersome & high risk process

Advancing Business Through Language Expertise
Global Solution

Advancing Business Through Language Expertise
LinguistNow® Help
• A RightNow CX and
Salesforce Add-In
• Automates the
export/import of articles
for translation
• Creates localization
packages for linguists
• Automates localization of
embedded links

Advancing Business Through Language Expertise
Without LinguistNow
• 12 languages 150,000 words
• Frequent (weekly) updates
• ½ resource (FT) per
language/year = 6 FT
employees
• Manual, risk prone process
• Quality concerns
• 72 weeks base content input
With LinguistNow
• Automatic export of 500 English
answers
• Automatic parsing and
localization of image & answer
links
• Translation request by touch of a
button
• High quality & decreased time-
to-market
• Cost & Time savings
•+300 weeks &
$360K/year
LinguistNow® Help: SurveyMonkey Example

Advancing Business Through Language Expertise
LinguistNow® Response Workflow
1. User emails a Chinese question via the
RightNow portal.
2. LinguistNow Response machine
translates the question.
3. Support person crafts an English answer
as a Private Note.
4. LinguistNow Response human translates
the answer.
5. Chinese response emailed back to
Chinese user.

Advancing Business Through Language Expertise
LinguistNow® Summary
Dramatically reduce cost & turnaround
Unique Hybrid solution
Decrease time for Go-To-Market
Simplicity, Quality & Ease-of-use
Multilingual support for world-wide clients
Flexible solutions
High quality, locale specific, CS content
World-wide adherence to SLA’s

Advancing Business Through Language Expertise
LinguistNow 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.

Advancing Business Through Language Expertise
Contact Details
Kaarina Kvaavik
Managing Partner, Language I/O
kkvaavik@languageio.com
(781) 990-1282
Lucia Kash
Director Business Development
lkash@languageio.com
(603) 488-5460

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Achieving global customer experience

1. Advancing Business Through Language Expertise How to achieve an outstanding global customer experience in one click!

2. Advancing Business Through Language Expertise Language I/O • Oracle Gold Partner • Salesforce AppExchange Program Partner • 20+ years in software localization & technology • Software globalization products for CRM/CX platforms & consulting

3. Advancing Business Through Language Expertise Situation for our clients International growth Lack of international support Cost prohibitive Focus on Customer Experience Self service channels growing Need to cut costs & turn-around time Cumbersome & high risk process

4. Advancing Business Through Language Expertise Global Solution

5. Advancing Business Through Language Expertise LinguistNow® Help • A RightNow CX and Salesforce Add-In • Automates the export/import of articles for translation • Creates localization packages for linguists • Automates localization of embedded links

6. Advancing Business Through Language Expertise Without LinguistNow • 12 languages 150,000 words • Frequent (weekly) updates • ½ resource (FT) per language/year = 6 FT employees • Manual, risk prone process • Quality concerns • 72 weeks base content input With LinguistNow • Automatic export of 500 English answers • Automatic parsing and localization of image & answer links • Translation request by touch of a button • High quality & decreased time- to-market • Cost & Time savings •+300 weeks & $360K/year LinguistNow® Help: SurveyMonkey Example

7. Advancing Business Through Language Expertise LinguistNow® Response Workflow 1. User emails a Chinese question via the RightNow portal. 2. LinguistNow Response machine translates the question. 3. Support person crafts an English answer as a Private Note. 4. LinguistNow Response human translates the answer. 5. Chinese response emailed back to Chinese user.

8. Advancing Business Through Language Expertise LinguistNow® Summary Dramatically reduce cost & turnaround Unique Hybrid solution Decrease time for Go-To-Market Simplicity, Quality & Ease-of-use Multilingual support for world-wide clients Flexible solutions High quality, locale specific, CS content World-wide adherence to SLA’s

9. Advancing Business Through Language Expertise LinguistNow 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. Advancing Business Through Language Expertise Contact Details Kaarina Kvaavik Managing Partner, Language I/O kkvaavik@languageio.com (781) 990-1282 Lucia Kash Director Business Development lkash@languageio.com (603) 488-5460

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