Unbabel, a leading multilingual customer experience platform, collaborated with Zendesk, a customer experience software provider. Unbabel’s integration with Zendesk will allow agents and customers to communicate with each other through an omnichannel customer support system across diverse modern messaging channels. By enabling customer support representatives to instantaneously translate any discussion, this integration will provide a solution that enhances the customer experience for brands.
Zendesk captures customer experience from the moment a person engages with a business to their most recent interaction through any channel. All of this can be done automatically, from the customer’s first interaction, in their native language using Unbabel. Following this integration, brands will be able to deliver a personalized customer experience by catering to the needs of customers in their preferred language.
Unbabel employs a hybrid translation technique that combines Artificial Intelligence (AI) and human editors to provide accurate translations to all users at scale. These editors also continuously work to update translation algorithms specific to a market’s or country’s language preferences. The combination of Zendesk agents’ ability to communicate with customers through any channel and Unbabel’s support for multilingual translation will provide great flexibility and agility to support operations and businesses. By integrating Unbabel with Zendesk’s consolidated view of all client discussions, including those started via social media, email, web, or WhatsApp, it will be possible to receive a consistent, omnichannel service in any language.
Tim Marsden, Sr. Director of Technology Partner Ecosystem at Zendesk, said, “Imagine walking into a store, being welcomed, and supported by the seller, in your native language, and not needing to explain who you are, what you’re looking to purchase, solve, return, or anything else. With Unbabel and Zendesk, you could replicate this unparalleled customer experience across your customer’s favorite digital channels. It’s hard to think of a more powerful way to build strong conversational relationships.”
