Download - Achieving global customer experience

Advancing Business Through Language Expertise

How to achieve an outstanding global customer experience in one click!


Language I/O

• Oracle Gold Partner• Salesforce AppExchange Program Partner• 20+ years in software localization &

technology• Software globalization products for

CRM/CX platforms & consulting


Situation for our clients

International growthLack of international support Cost prohibitiveFocus on Customer ExperienceSelf service channels growingNeed to cut costs & turn-around timeCumbersome & high risk process


Global Solution


LinguistNow® Help

• A RightNow CX and Salesforce Add-In

• Automates the export/import of articles for translation

• Creates localization packages for linguists

• Automates localization of embedded links


Without LinguistNow

• 12 languages 150,000 words• Frequent (weekly) updates• ½ resource (FT) per

language/year = 6 FT employees

• Manual, risk prone process• Quality concerns• 72 weeks base content input

With LinguistNow• Automatic export of 500

English answers• Automatic parsing and

localization of image & answer links

• Translation request by touch of a button

• High quality & decreased time-to-market

• Cost & Time savings

•+300 weeks & $360K/year

LinguistNow® Help: SurveyMonkey Example


LinguistNow® Response Workflow

1. User emails a Chinese question via the RightNow portal.

2. LinguistNow Response machine translates the question.

3. Support person crafts an English answer as a Private Note.

4. LinguistNow Response human translates the answer.

5. Chinese response emailed back to Chinese user.


LinguistNow® Summary

Dramatically reduce cost & turnaroundUnique Hybrid solutionDecrease time for Go-To-MarketSimplicity, Quality & Ease-of-useMultilingual support for world-wide clientsFlexible solutionsHigh quality, locale specific, CS contentWorld-wide adherence to SLA’s


LinguistNow Response Options

• Machine translations are instantaneous.• MT level 1 (Google-powered, statistical engine)• MT level 2 (Advanced, near-human engine - partnership)

• Human translation• Rapid-turnaround linguists are leveraged for human

translations.• Translatable content is piped directly to the linguists.• Linguists on average take 35 minutes to translate

responses, depending upon locale and time-of-day requested.


Contact Details

Kaarina KvaavikManaging Partner, Language I/O

[email protected] (781) 990-1282

Lucia KashDirector Business Development

[email protected] (603) 488-5460