G2

Verified User in Broadcast Media

Enterprise (> 1000 emp.)

Originally submitted 3/28/2022

"Scaling multilingual customer care without local contact centres"

4.5/5

What do you like best about Language IO?

Language IO has enabled us to deliver multilingual customer care at scale, without the cost and operational complexity of establishing separate local contact centres in every market.

The biggest value for us has come from its integration with Salesforce and the ability to translate live chat conversations in real time. That capability now supports customer service across 18+ languages in 22 markets, allowing a more centralised service model while still giving customers support in their own language.

From an agent perspective, the experience is largely seamless. Translation is embedded directly into the chat interface provided by Language IO, so agents can focus on the customer conversation rather than managing translation as a separate step. Translation quality has also been consistently good across the use cases we have deployed.

Language IO has been an excellent partner over several years. They have worked collaboratively with us on their roadmap and have been responsive to the needs of our business as we have expanded internationally. A particularly strong example has been their willingness to add support for additional languages to the platform based on our requirements.

For us, the combination of strong Salesforce integration, good translation quality and a collaborative partnership has turned real-time translation from a technology capability into something that delivers meaningful operational value at scale. Review collected by and hosted on G2.com.

What do you dislike about Language IO?

There's not much I don't like really! It'd be great if we had better access to be able to update the glossary ourselves, but other than that, it has been great. Review collected by and hosted on G2.com.

What problems is Language IO solving and how is that benefiting you?

Language IO solves the challenge of providing high-quality multilingual customer support at scale without needing to establish and staff separate local-language contact centres in every market.

Its real-time translation capability, integrated directly into Salesforce, allows agents to support customers across 18+ languages in 22 markets through a largely seamless chat experience. This gives us much greater operational flexibility, allows us to centralise customer care more effectively, and reduces the cost and complexity associated with building market-specific support operations.

The result is a more scalable service model that enables us to expand multilingual support while maintaining good translation quality and a consistent agent experience. Review collected by and hosted on G2.com.