How Language Impacts the Customer Experience andYour Bottom Line
Capture more market shareby offering multilingual
forums and live chat ascustomer service channels
$45,000,000,000,000 The economic potentialof online communication
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THE SOLUTION
THE CHALLENGE
Previously there were only 2 optionsto address the language challenge...
1. Set up local contact centers & hiremultilingual or native-speaking agents
2. Force customers to English-onlyconversations
Consequences…• Expensive, unscalable & low traf�c
business model • Increased volume of costly support
calls
1. Silo customers into language-speci�c forums & hire native- speaking SMEs
2. Force customers to English-only forums
Consequences…• <10% of non-English speakers will
contribute to an English-only site• NO knowledge sharing
Chat Community
Support Channel Costs(Price per customer interaction)
Manage variationscommon in digitalcommunication
ProperNames &BrandedTerms
Regional &IndustrySpeci�c
Vernacular
Understandable &Actionable Translation
Slang,Typos &
Misspellings
Cloud-basedSaaS solution
Seamlessintegration with
Customizable toyour brand & terms
Security &Privacy Assured
ImmediateROI
onDemandFunctionality
Defelction of CostlySupport Calls
INCREASE CUSTOMER SATISFACTION & BRAND LOYALTY
+ Increased participation + Improved global SEO+ Expanded reach of global super-users+ Reduced cost of administration
Multilingual CommunityMultilingual Chat+ Improved conversion rates—Customers who use live chat while shopping are 7.5x more likely to buy+ Decreased time-to-resolution + Ef�cient utilization of existing agents
$0.06$39$77$162
CHATEMAILPHONE COMMUNITY(SELF-SERVICE)
10%90% 72%
Yet 72% of web users are NOT native
English-speakers
90% of online business is done
in English
And only 10% of online content is being translated
How Does Language Impact Your Brand?
75% of non-English speakers will not buy from an
English-only site
Only 20% of non-native English speakers are comfortable with
English-only support
20% 75%
Enable globalengagement & multilingual
communicationwith a real-time automated
translation solution
Machine Translation
Intelligent & Accurate
REAL-TIME
This is possible bycombining Lionbridge’s
Localization Expertise withMicrosoft Translator—
The Industry’s Most AdvancedMachine Translation
Engine
+ Zimbra (Telligent)+ Public API
+ ISL Online+ Lithium
+ LivePerson+ Moxie