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Hi!
Let's talk about Gengo's integration with Zendesk.
My name is Issam. I handle technical support here at Gengo.
I speak English, Arabic and some Japanese.
Zendesk helps you connect with customers directly when they need help with your services.
More than 30,000 companies trust Zendesk to provide support
and keep customers happy 24 hours a day, seven days a week.
With Zendesk's Gengo plugin, you can now better serve international customers
by providing quick, natural-sounding multilingual support.
To demonstrate, let's pretend that we're Charles, a support agent for an online toy supplier
with a website in English, French and Chinese.
Sometimes, he has to answer requests from customers in Chinese.
Because Charles doesn't speak Chinese, understanding and responding to these tickets can be challenging and clumsy.
After installing the Gengo plugin, however,
helping Chinese-speaking customers only takes a few clicks.
To use the Gengo plugin, you have to first download it from Zendesk. Here's how:
after logging into your account with administrator privileges,
go to the cog in the bottom left corner. Click on "Apps,"
"Browse," scroll down to Transfluent. Hit "Install App,"
select the people you would like to let translate, and then hit "Install."
Once the plugin is installed, you can head back to the main menu.
Now, go to the ticket you would like to understand in English
and click on "Apps." You will need to enter your account information for Transfluent in the sidebar.
If you don't already have an account, you can create one on their website.
Once logged in, you'll see three tabs: "Read," "Reply" and "Settings."
In "Settings," you can set your default language
or log into a different account.
In "Read," a machine translation of what the customer wrote appears automatically.
If the machine translation is confusing,
you can choose to translate the text using Gengo's translators.
Hit "Reply," and then you can reply to your customer's message.
As you type your message,
the word count and price will automatically update for the latest quote.
Choose the language to translate from and to.
You can then choose either a native speaker or professional translator,
depending on the complexity of the support ticket. Let's get our reply to this customer translated.
Now hit "Translate." You'll see the translation is now queued to be picked up by a translator.
Once your translation is finished, you'll be notified by email.
Back in Zendesk, you can immediately copy and paste the translation to your reply.
After that, you're done. Charles can now help customers in Chinese or in any of our
other 30+ languages.
With Zendesk's Gengo plugin, multilingual customer support is simpler than ever.
For more information, feel free to visit Transfluent's product page on the plugin
or contact us at support@gengo.com.