How Skyscanner Uses Unbabel to Deliver Scalable Multilingual Customer Support

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Regarding LocWorld42 in Berlin, we are in negotiations with our conference venue, the InterContinental Berlin, and are forced to wait for further developments in Germany before we can make a definitive announcement. Meanwhile, we are investigating opportunities for a virtual and safely-distant way to get together, network and learn. We promise to let you know more as soon as we can. We ask for your patience and understanding.
How Skyscanner Uses Unbabel to Deliver Scalable Multilingual Customer Support
Track: Global Business | GB5 |
Friday, June 16, 2017, 9:00am – 9:45am
Held in: Room H1
Presenters:
Wolf Allisat - Unbabel 
Vasco Pedro - Unbabel 
Jon Thorne - Skyscanner
Host: Anne-Marie Colliander Lind

With 100 million monthly active users, Pinterest uses Unbabel for Zendesk to scale its customer service team without growing the number of agents — finding the right balance between accessibility and keeping the team lean. All international tickets are answered by the team of five in-house agents who are chosen for their expertise in delivering great customer care, not whether they can speak dozens of languages. Localization is a key ingredient to providing users with amazing, personalized experience, but it has to go beyond just translating the website: answering tickets in users’ native languages can result in great levels of customer satisfaction.

Takeaways: Attendees will learn how to scale multilingual customer support without hiring native speakers; how to augment a multilingual team with technology; and how a mix of artificial intelligence and crowd sourcing can deliver continuous human-quality translations at scale.