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As products and services become increasingly sophisticated and complex, the volume and duration of calls into contact centers continue to grow exponentially, eroding both profit margins and customer satisfaction. Not surprisingly, online chat has emerged as a way for global companies to engage with customers in a more immediate and cost-effective way. Unfortunately, when it comes to engaging with international and non-English speaking customers, many organizations struggle to provide effective and timely support in multiple languages.

PKR’s Global Communication Challenge

PKR is a uniquely engaging avatar-based gaming system that features real-time 3D graphics in a completely immersive environment. With a revolutionary gaming experience, PKR quickly gained momentum to expand into new markets.

Recognizing that customer service would be their primary differentiator, PKR employed multilingual agents for their chat-based support. While the agents who were able to interact with customers were successful, PKR still had difficultly matching foreign language demand with available agents. An extensive queue would often buildup of customers waiting for a language-specific agent to assist them. This resulted in long wait times, a poor customer experience and numerous account cancellations costing PKR revenue and damaging their reputation.

Business Challenges

· Manage unexpected increases in volume

· Support expansion into new markets

· Reduce long wait times

· Balance foreign language demand with available resources

· Lower the high cost of multilingual agents

PKR realized that employing multilingual agents was not a scalable solution and something else would be necessary to correct this bottleneck. Ideally every agent would be able to support any customer coming into the service queue, regardless of the customer’s native language.

The Solution: Real-Time Chat Translation

That’s when PKR turned to GeoFluent by Lionbridge. GeoFluent is a cloud-based service that seamlessly integrates with a company’s existing chat platform to translate conversations in real-time. Since there is no expenditure for onsite infrastructure, the ROI for GeoFluent starts with the very first multilingual chat session.

The concept is simple: as agents engage in English, GeoFluent instantly translates the chat into the preferred language of the customer. As customers respond in their native language, GeoFluent instantly translates it back to English so the agent is able to view the communication and respond in real-time from within the company’s existing chat application.

GeoFluent is different from traditional machine translation in that it retains a company’s branding and recognizes and corrects slang, shortcuts and typos common in today’s online communication. This is accomplished by leveraging customized glossaries of important terminology along with any existing translated assets. Once processed, the remaining translation is run through a machine translation engine powered by Microsoft. As a result, even the most casual interaction is translated more precisely than ever before.

Solution Overview

· Real-time translation of chat sessions

· Seamless integration with common chat platforms

o LivePerson, Moxie, ISLOnline, & available API

· Scalable for easy expansion into new markets

· Improves time-to-resolution and customer satisfaction

· Minimal training time for existing chat agents

Delivering Business Value

With a real-time multilingual chat solution, PKR no longer needs to hire native speaking agents to support new or low-traffic markets. By directing chat traffic to English-speaking agents when a native-speaking agent is unavailable the company is able to improve agent utilization, provide better coverage for existing markets, and support new markets with their current infrastructure.

Customer Benefits

· Realized a 30% savings in hiring chat agents

· Achieved a 35% decrease in wait times

· Enabled customers to chat in real-time regardless of language preference

· Increased flexibility in shift structuring

· Eliminated overtime costs to cover language gaps

“GeoFluent Chat has given us the ability to delight our customers by providing them with immediate support in their language, with quality that meets their needs and a cost and integration model that meets our needs.” – Victoria Dornan, Head of Client Services, PKR Technologies.

With GeoFluent, PKR is now able to deliver world-class customer support that matches their superior gaming experience.

Learn More:

· GeoFluent DataSheet

· GeoFluent Chat Demo

· Contact Us

Joe Fiorentino - VP Global Software Products/GM SaaS
Lionbridge Technologies

ABOUT LIONBRIDGE

Lionbridge enables more than 800 world-leading brands to increase international market share, speed adoption of products and effectively engage their customers in local markets worldwide. Using our innovative cloud technology platforms and our global crowd of more than 100,000 professional cloud workers, we provide translation, online marketing, global content management and application testing solutions that ensure global brand consistency, local relevancy and technical usability across all touch points of the customer lifecycle.

GeoFluent by Lionbridge enables companies to engage with global customers with a real-time, translation solution for online communities and chat. Reduce support costs, expand your global reach and improve call center productivity. www.GeoFluent.com