Multilingual Knowledge Base

Say hola to the all-new Multilingual Knowledge Base

Written by on July 21, 2016

Today, we are really pumped to say we have a bunch of new features in our knowledge base that’ll make supporting customers in multiple languages a breeze.

As your business tests the waters of new geographies, you are going to have to equally engage with customers from all over the globe in different languages, to give them an experience that makes them want to come back for more.

Imagine you run an online furniture store. A prospect has stumbled on your website and is taking a tour of your line of furniture. Here’s the rub. He understands only Mandarin Chinese. He loves the look and feel of the rosewood coffee table he has set his eyes on but has no clue how to proceed with the order. One click on the help icon and poof! nothing really talks to him. The last thing you’d want is an abandoned cart because of a language barrier. You not only lose out on customer satisfaction but also increase the chances of customer churn. Adieu to profits. Sayonara to customer love.

While hiring hyper-polyglots as support agents could be an utopian dream, it’s impossible to predict the language customers would use before they get in touch with you, if you don’t have a software to work it out for you. This makes multilingual knowledge base the need of the hour. Here’s what we have in store in the updated version:

One portal. 30+ Languages

Get a hawk’s eye view of your knowledge base in multiple languages right from a single portal.

If you’ve been using the workaround of a separate portal for every language you support, you know how tedious it is to manage all the portals and not to mention, there’s an imminent surge in your infrastructure costs. Now, the moment any of your customers step into your support portal, the multilingual helpdesk will automatically identify their language preferences and display the support articles in the right language. What’s more, they can also view the portal in the language of their choice.

Curate and Collaborate. Across teams

Create solution articles in different languages and track the status of each language with color codes. Get analytics and customer feedback on the performance of the solution articles in every language. 

When you take your business global, you will have to keep both your global customers, your knowledge base managers, translators and support agents on the same page. A few of your translators or support agents could be working remotely and each time there’s a change or an update in your product or service, you would have to manually give them a heads up. You will have to convey this across cubicles and geographies that they need to update the master version along with the respective translations. Clearly it’s an unscalable process every time you have to communicate changes.

Now, with a click of a button, you can simply mark solution articles as updated or outdated and keep your translators and support agents in the loop. Your translators can easily tell the updated from the outdated by just looking at the color codes in the solutions dashboard no matter where they are. As and when you publish your solution articles, you also get  to know whether your customers found it useful or not from the analytics right next to each article.

Delighting customers is a tough job day in and day out. It’s certainly a lot more easier when there’s no language barrier. Get hold of Freshdesk’s Multilingual Knowledge Base today and provide your global customers the best of localized support. Sign up for a free trial today or read more about the feature here!

If you’d like to jump right in and get started with your own multilingual support portal, have a look at these solution articles here.

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