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Une manière fluide d'étendre vos opérations linguistiques !
Qu'aimez-vous le plus à propos de the product?
- Pouvoir augmenter rapidement et facilement les opérations linguistiques selon les besoins et voir des améliorations rapides des indicateurs critiques (CSAT, temps de réponse, etc.)
- Travailler avec l'équipe Unbabel a été formidable : équipe de support super rapide et efficace, gestionnaires de compte attentifs, équipe produit ouverte d'esprit, etc.
- L'intégration Zendesk, sans effort à configurer et transparente pour les utilisateurs et les clients
- Travailler avec l'équipe Unbabel a été formidable : équipe de support super rapide et efficace, gestionnaires de compte attentifs, équipe produit ouverte d'esprit, etc.
- L'intégration Zendesk, sans effort à configurer et transparente pour les utilisateurs et les clients
Que n’aimez-vous pas à propos de the product?
- Certaines traductions occasionnelles ne sont pas à la hauteur, et cela pourrait être intéressant d'implémenter un processus nous permettant de signaler facilement ces cas directement depuis l'outil où Unbabel a été mis en place (par exemple, Zendesk).
Quels sont les problèmes que the product résout, et en quoi cela vous est-il bénéfique?
Nous avons pu étendre notre support linguistique à 7 jours sur 7 non seulement par e-mail mais aussi par chat (grâce à l'intégration du chat Zendesk) et assurer une couverture constante pour ces langues en supprimant la nécessité de créer des équipes spécifiques à chaque langue. Nous savons également que nous pouvons ajouter rapidement un support pour de nouvelles langues si le besoin se fait sentir, au lieu de devoir embaucher et former suffisamment de locuteurs natifs pour constituer une équipe adéquate, ce qui peut prendre beaucoup de temps et de ressources.
Unbabel helped us scale and adapt
What do you like best about the product?
The fact that we can expect top-level translation services in a seamless process took the cake. The attention that Unbabel took to address translational questions was also encouraging.
What do you dislike about the product?
As we grew and grew, we were concerned about long-term costs and if we could sustain it - and whether or not Unbabel could support other channels/means of communication.
What problems is the product solving and how is that benefiting you?
We've been able to expand internationally to other markets for smaller brands without needing to train entirely new teams on products and processes. Unbabel allowed us to react and adapt faster than traditionally possible before.
Fast expansion to many countries!
What do you like best about the product?
I love that it got integrated into our platform and it didn't affect our workflow. Suddenly our English-speaking team could support so many languages.
What do you dislike about the product?
Making sure that the translations are aligned with the company's vocabulary requires a bit of work and reviewing at first. The Unbabel team is lovely and always extremely helpful and assisted with all our requests.
What problems is the product solving and how is that benefiting you?
Unbabel has made it possible for our team to expand our customer support to 10 non-English Speaking countries in just a couple of months. We didn't have enough volume from certain languages to justify hiring full-time native-speaking employees and Unbabel was a great solution. We are happy with the decision of working with Unbabel.
Customer focused
What do you like best about the product?
Unbabel provides Innovative & forward-thinking tooling for companies with large customer service environments.
What do you dislike about the product?
The scalability of their solutions and the integration possibilities in other softward solutions.
What problems is the product solving and how is that benefiting you?
Service effiency issues and costs optimazations
Great product, even better integration with Zendesk
What do you like best about the product?
Zendesk integration & their support/account managers
What do you dislike about the product?
Honestly, nothing I can think of - I've had nothing but a good experience and have been using the product for several years.
What problems is the product solving and how is that benefiting you?
We need to interact with customers in several languages; Unbabel covers all of them and a lot more. We've used other translation services in the past, but their Zendesk integration has been a game-changer. It's saved us a ton of time and enables us to provide faster resolutions for our customers.
Unbabel, an easy solution to increase CSAT on a multilingual market.
What do you like best about the product?
Since easyJet has implemented Unbabel as a solution for our multilingual webchat, we have seen an increase of 4.2% on our CSAT, among other benefits on the operational level. Especially during the Covid-19 Pandemic when, in order to keep the service running for our customers, we had to move the service across different locations. Unbabel was the key element that made it all possible, helping us maintain our high level of quality and customer satisfaction.
From the Webchat perspective, the flexibility that the tools provide combined with the quality level of the translation is an aggregated value, especially during the unprecedented times since the beginning of the Covid-19 pandemic.
From the Webchat perspective, the flexibility that the tools provide combined with the quality level of the translation is an aggregated value, especially during the unprecedented times since the beginning of the Covid-19 pandemic.
What do you dislike about the product?
Like any other tool, there are areas of improvement, but from the Webchat perspective, there is nothing we dislike.
What problems is the product solving and how is that benefiting you?
From the Webchat point of view, it presents the possibility to operate from different locations without native speakers keeping the same quality level.
Recommendations to others considering the product:
Unbabel is a learning tool that means that sometimes we can find that not all the translations are 100% accurate, but like any other translation tool, it requires dedication and supervision.
Make sure to take the time to implement a process review, you will find the Unbabel team is more than cooperative
Make sure to take the time to implement a process review, you will find the Unbabel team is more than cooperative
Essential for scaling
What do you like best about the product?
The ease of use allows us to add languages quickly and efficiently.
What do you dislike about the product?
The price model is cost per interaction and there is no way to gauge how often the same text is being sent to Unbabel over and over again. This results in a guaranteed over use of the service for a large company.
What problems is the product solving and how is that benefiting you?
Scaling support in non-english languages easily and efficiently.
It is easy to use. thank you for your nice service.
What do you like best about the product?
In terms of Translation, it translates the context rather than word by word.
What do you dislike about the product?
I didn't find anything I didn't like in the product until now.
What problems is the product solving and how is that benefiting you?
Use unbabel to translated the customers' emails.
Amazing tool with great accuracy
What do you like best about the product?
- Unbabel staff are super supportive
- Unbabel mix of AI and human translations with great accuracy
- We keep the same CSAT and SLAs just increase around 30min if we compare tickets replied by native speakers agents and agents that rely on Unbabel.
- Unbabel is a great tool to control backlogs, for example, we do have native speakers agents for French and German, but due to seasonality some weeks we receive more tickets than forecasted and Unbabel allows us to use agents that do not speak German or French to control the queues and SLAs. Without Unbabel we would need to hire more agents for German and French for just a short period of time and hiring new agents takes between 3 to 6 weeks, due to the recruiting and training time.
- Unbabel mix of AI and human translations with great accuracy
- We keep the same CSAT and SLAs just increase around 30min if we compare tickets replied by native speakers agents and agents that rely on Unbabel.
- Unbabel is a great tool to control backlogs, for example, we do have native speakers agents for French and German, but due to seasonality some weeks we receive more tickets than forecasted and Unbabel allows us to use agents that do not speak German or French to control the queues and SLAs. Without Unbabel we would need to hire more agents for German and French for just a short period of time and hiring new agents takes between 3 to 6 weeks, due to the recruiting and training time.
What do you dislike about the product?
Freshworks integration could improve, especially for Freshchat, which currently doesn't exist.
Freshdesk integration is great to reply to requesters, but it is not possible to use Unbabel to send outbound emails from scratch, for example, if an agent wants to start a thread with a customer we cannot do that inside Freshdesk, we need to request the translation using the Unbabel interface, copy and paste it into Freshdesk. The same issue to contact 3rd parties using the forward feature from Freshdesk.
Freshdesk integration is great to reply to requesters, but it is not possible to use Unbabel to send outbound emails from scratch, for example, if an agent wants to start a thread with a customer we cannot do that inside Freshdesk, we need to request the translation using the Unbabel interface, copy and paste it into Freshdesk. The same issue to contact 3rd parties using the forward feature from Freshdesk.
What problems is the product solving and how is that benefiting you?
- Control backlogs on non-English tickets. Control CSAT and SLAs when a specific language is suffering and we still have the capacity for others languages.
- Improve customer experience by providing support in their own languages even when we don't have agents with that respective language skills.
- We also use Unbabel to translate some tours descriptions for our website, translate templates, canned responses, articles, and documents.
- Improve customer experience by providing support in their own languages even when we don't have agents with that respective language skills.
- We also use Unbabel to translate some tours descriptions for our website, translate templates, canned responses, articles, and documents.
Recommendations to others considering the product:
All companies that support several languages should integrate Unbabel to deliver an outstanding customer experience and keep SLAs under control
A cutting-edge tech company that helps you reach your customers in their language
What do you like best about the product?
We look at companies through the lens of 3 categories: Business, People, and Technology.
Business - Unbabel puts in maximum effort to ensure the contract and pricing structure suits your business needs.
People - the team at Unbabel is energetic, ambitious, and forward-thinking. Your experience is important to them.
Technology - currently, the Unbabel product is the most advanced and best-integrated solution on the market.
Business - Unbabel puts in maximum effort to ensure the contract and pricing structure suits your business needs.
People - the team at Unbabel is energetic, ambitious, and forward-thinking. Your experience is important to them.
Technology - currently, the Unbabel product is the most advanced and best-integrated solution on the market.
What do you dislike about the product?
The only downside is that Unbabel is still building out integrations with a broader range of tools.
What problems is the product solving and how is that benefiting you?
1) We are extending our Customer Service operations in countries where we don't have native support.
2) We're using Unbabel to improve Service Levels for language queues that may be overloaded.
2) We're using Unbabel to improve Service Levels for language queues that may be overloaded.
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