software company Desk.com (part of the Salesforce family) just announced a
major addition to its service offering. Starting June 6, it will offer its
customers Multilingual Customer Support.
The new feature will allow teams to communicate with and
provide support to customers using their preferred languages, ultimately growing
a company’s global presence by improving their operations in areas outside of
their home locations. Desk.com will support 39 different languages and regional dialects,
including but not limited to French, German and Chinese.
Multilingual Customer Support is built for companies of all
shapes and sizes, and it takes special measures to make sure that the process
is as simple as possible for all of its customers. For instance, all incoming
cases will be automatically routed to agents fluent in the user’s language.
Various filters and rules will detect and establish language preferences based
on case or customer attributes, and this preferred language will be the default
for said customer when it comes to all future emails, phone and chat cases,
tweets and Facebook posts.
The service will also publish a Desk.com customer’s internal
knowledge base and customer-facing help center in multiple languages, so that
agents always have the best answers available in all appropriate languages. This
allows users to choose their preferred language from the help center.
It also comes with some built-in Translation Management
features that help users efficiently maintain and coordinate additional content
in multiple languages. So, when customers update content, Desk.com will
automatically mark the accompanying content in other languages with an icon,
letting them know where changes are required. All translations will be put in
one location so that they can be easily edited in a side-by-side manner, and
original articles will appear on the same page as the translation.