It’s been one year since we launched our Zendesk integration, one of our most popular tools. Basically, it enables international customer support, giving support agents the ability to bypass language barriers, all without leaving the Zendesk interface. A customer writes to you in their native language, Unbabel translates it into the agent’s preferred language, they write back, and Unbabel changes the response back to the customer’s language. It’s International customer support and it’s that simple.
Because offering support to all customers regardless of location or language is so important, it’s no surprise it’s so popular with our clients. And we are glad to be of help! In honor of the anniversary, we thought we’d take a look back over the past year of helping companies provide better customer support in multiple languages using Zendesk.
Number of jobs (emails) each month
The number of jobs completed per month has continued to go up (always a good thing!), as well as number of jobs completed per client per month — this is likely due partly to our clients’ numbers going up and to the right as well, serving more and more international customers. One job here means one email. We love it when our customers are doing well, and especially when we can help with that.
The most common languages
It’s cool to look at the language distribution of these tickets people have been translating for the past year. We can tell that by looking at average number of words per month for each language. There are two sets of translation going on when using Unbabel in Zendesk — the source language (the agent’s language), and the target language (the customer’s language).
Far and away, the most common source language is English, clocking in at 98.9% of words translated. From this, we can reasonably conclude that almost all of our Unbabel for Zendesk users are primarily English-speaking companies looking to support international users and customers.
Looking at average number of words translated per target language has more diverse results. French and Spanish lead the way with 21,132 and 20,050 respectively. This isn’t surprising because as we’ve talked about in the past, the French and Spanish languages are well-represented on the internet. Dutch is the next most common, which is interesting because the Netherlands doesn’t have a large share of people online compared to other countries (they are ranked #35 in number of internet users by country).
German, Portuguese, Italian and Russian as the next most common target languages makes sense; all four languages have a ton of users and content. Turkish is also a common target language, which is interesting — we must have a few clients who have a lot of Turkish customers.
Length of jobs
How long it takes to complete jobs is one of the main ways we measure success. It’s important to us to return quality translated content as quickly as possible, so our clients can get on with their business. Overall, the average amount of time that a job takes has gone down in the past year. This is an average — it takes into account both small jobs (a short email) and large jobs (an entire website, for example), so it doesn’t tell you how long a specific job would take. It’s more useful for looking at the trend of job length over time.
This is one of those graphs that you want to go down, not up, and we’re always looking to improve in this area. The second graph shows the average amount of time a job takes by language. Japanese, Norwegian, and Indonesian take the longest, and the Romance languages (and Russian) have the shortest turnaround times. Let us know if you can help us translate those languages that take the most time! Many hands make light work and all that.
International Customer Support – What’s Next?
Customer support is not just about answering customer questions, it’s also about helping users find information before contacting you. That’s why HelpCenters are so important and that’s why we built and integration for HelpCenters too! Unbabel for Zendesk HelpCenters is coming out of beta. It allow you to select articles, request the translation into one or more languages, and magically see them appear on your help center in multiple languages.
It’s been a great first year helping our clients provide international customer support, and we’re constantly improving Unbabel to produce faster and better results. If you have international customers, take a look at our Zendesk applications and see if it can help you out. Your customers will appreciate it!
To learn more about Unbabel for Zendesk, visit Unbabel for Zendesk.
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Source: https://unbabel.com/blog/one-year-unbabel-zendesk-2/
