US Industrial Equipment Manufacturer makes Community Support work for new markets

1. —
Case study
On-the-fly Website
Translation
16 Languages
Community Content
US Industrial Equipment
Manufacturer makes
Community Support work for
new markets
BUSINESS CHALLENGE
US Industrial Equipment Manufacturer relies on community support
(knowledge base and discussion forums) to reduce load on its Customer
Support Frontline.
—
All community content is fragmented by 16 languages. When they enter a
new market, there’s no community content available, increasing load on the
customer support in languages they don’t speak.
—
Community portal contains proprietary information, so they had to disable
Google Translate. There’s no technical possibility to integrate the portal with
commercial MT systems.
INTENTO SOLUTION
Intento Website Translator is a lightweight website component that
translated multilingual community content to the language of a website
visitor on the fly, using a portfolio of enterprise-grade Machine Translation
engines.
—
It works in the visitor’s browser and fully managed by Intento and does not
require IT or Engineering support from the Customer IT Team.
BUSINESS IMPACT
More customers are able to resolve their problems faster, without calling
Customer Support.
—
US Equipment Manufacturer achieves higher Customer Satisfaction Scores
on new markets without necessity to invest in multilingual customer
support before they have a traction on the market.