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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
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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.
Google Translate on steroids
What do you like best about the product?
It's fast and very easy to use, very intuitive and integrates with other tools
What do you dislike about the product?
It's not supporting all the languages but it has some flexibility to add necessary languages
What problems is the product solving and how is that benefiting you?
We are using Unbabel to save time and money on emails we exchange with customers
You will never look back!
What do you like best about the product?
The ease! Everything runs so smoothly, and nothing seems to be too small if you have a question or need help with something! We were in need of a system that would integrate well with our CRM system which is Zendesk. One day it appeared, our team were then answering customer queries within minutes. You won't even know its there.
What do you dislike about the product?
Honestly, there wasn't anything we don't like about Unbabel!
What problems is the product solving and how is that benefiting you?
We were speaking to customers across the world; sometimes, something does not translate correctly, meaning customers were not getting the best experience. Unbabel was able to bridge the language gap, and our customers have never been happier.
Recommendations to others considering the product:
I would recommend doing your research, have a look at what you need Unbabel to do for you, and speak to them. Arrange a call with them and see if it's a good fit. It might take a little time for the onboarding process, but it is well worth it.
The idea of supporting languages is very good, sometimes the quality of translations is not perfect
What do you like best about the product?
- Clearway to order tickets (very simple).
- Promptness of translations.
- Contact with Unbabel partners.
- Events organized by Unbabel.
- Unbabel platform.
- Training organized by Unbabel.
- Promptness of translations.
- Contact with Unbabel partners.
- Events organized by Unbabel.
- Unbabel platform.
- Training organized by Unbabel.
What do you dislike about the product?
- The quality of translations is not perfect, the translator does not know the context so not always the answer is correct.
What problems is the product solving and how is that benefiting you?
We translate Korean, Japanese, Danish and Swedish tickets in cooperation with Unbabel. We used this solution because it is a faster and cheaper option than hiring a new employee with such a specific language. The benefits are definitely the speed of implementation into the Helpshift tool, the contact with Unbabel, the easy and very simple way of working.
Recommendations to others considering the product:
I would definitely recommend companies that serve customers. It will be an added benefit for players i.e. service in their native language.
Great translations, great people
What do you like best about the product?
Unbabel is simple to use, they maintain transparent business practices (help articles tell you exactly how their product works), and service has always been above and beyond.
What do you dislike about the product?
No complaints! I've been an Unbabel customer for years and aside from encountering a bug or two my experience has been entirely positive.
What problems is the product solving and how is that benefiting you?
Unbabel allows us to provide good experiences to our non-English speaking customers at a fraction of the cost of hiring a multilingual team. This is hugely beneficial to us as a small customer service department.
Improved communication thanks to Unbabel
What do you like best about the product?
Automated machine translation and quick respones for more difficult languages.
What do you dislike about the product?
sometimes for languages like Korean the translations need more time
What problems is the product solving and how is that benefiting you?
We are responding to our customers in their native languages without having native speaking agents in house.
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