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