Getting started with Multilingual Customer Service begins with a few steps in the product. Once you have configured your site for multiple languages, you will be able to insert your translated content in any of the 39 languages we support to help your cutomers. Here’s a step-by-step look at how it works:
Step 1. Enable the languages you need in Desk.com
Go to Settings>Multilingual Support>Advanced Settings and toggle any of the languages to On.
Step 2. Translate content and employ Agents who are native speakers of those languages.
The next step is to prepare your Content Library and Help Center to support the languages you have decided to use. Your translators can write the Topics and Articles directly in Desk.com as they view the English version of the content. Or, you can “drop in” translated content that has been created by freelance translators or an agency.
Our friends at Smartling (translation management software) have kindly offered to share the names of some of their trusted translation agencies. If you would like these references, please contact support@desk.com.
More Translation Resources and Information:
How to Hire Bilingual Employees
10 Tips for Hiring European Multilingual Professionals
How do I get my documents translated?
Step 3. Place translated content into the Content Library.
Now you will add your new, translated content into the Content Library by going to Content Management>Topics>Translate (or Content Management>Articles>Translate)
Choose the language you wish to add for a Topic or Article, and add the translation in the side-by-side screen.
A set of colorful icons, the Translation Management System, will tell you if translations are up to date, out of date, or missing.
Step 4. Deploy a Help Center for each language.
You decide what content (what Topics and Articles from the Content Library) your customers see in the Help Center–and in what languages.
Create a new Help Center template (or edit the existing one) and review the changes in your Desk.com Help Center. A drop-down will appear on your home page and a user can select the language template they want to appear
Step 5. Use translated content when responding to customers.
Now that you have content in the languages you have enabled, Desk.com will use the Customer or Case Language preference as the first option when you insert this multilingual-enabled content into a case.
When the customer submits a case using the Desk.com Help Center, Desk sets language preference accordingly. Agents and Admins can set customers’ language, change the language, or use business rules to set language.
When the language is set in the case, Desk.com will use this version of the article when inserted manually by the agent or via a macro.
Step 6. Don’t forget to change your site’s “Snippets.”
Snippets are frequently-used buttons, directives, and strings that appear throughout Desk.com. These small messages are visible to customers on your site and provide a language-specific message. An example of this might be the word “Send” in the email Contact Us form. For Spanish, you would want to change this to “Enviar” and to give a localized Spanish label to the button.
By following these steps, even the smallest businesses can support global customer bases. Desk.com organizes content by language and channel, and tracks those changes so that teams can focus on the substance of the content.
If you would like more information about Desk.com Multilingual, feel free to reach out to our Support Team for help and advice.
Subscribe via RSS