Multilingual customer support software products improve the capabilities of contact centers and customer support teams by expanding their reach into international customer populations. Multinational companies with global customers and companies with ambitions to break into foreign markets often require multilingual capabilities to communicate with their growing customer base.
Translation support required by customer service teams must be able to handle the volume of service requests with a quick turnaround on service-level agreements. Multilingual customer support solves this issue using machine translation technology to provide real-time and reliable translation capabilities. Some products may be coupled with post-editing services to provide quality assurance on translation outputs.
Multilingual customer support distinguishes itself from other localization software such as computer-assisted translation software and machine translation software by focusing on providing translation support to customer service teams. The software is designed to integrate with customer service software such as help desk software, live chat software, feedback analytics software, social customer service software, and CRM software.
To qualify for inclusion into the Multilingual Customer Support category, a product must:
Use machine translation technology to provide translation services at scale
Be specifically designed to support customer service teams
Integrate with other customer experience software like help desk, live chat, feedback analytics, CRM, etc.
Provide real-time translation support to customer support tickets, chat, and other support-customer communiques
