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.