• May, 31 2012

Desk.com Unveils Multilingual Support

Salesforce.com's Desk.com next week will release Multilingual Customer Support, allowing teams to communicate with and deliver customer service to their customers in 39 languages and regional dialects, including Chinese, French, German, Japanese, and more.

Desk.com's Multilingual Customer Support will make it possible for businesses of any size to do the following:

  • Automatically route incoming cases so agents can respond to customers in their languages of fluency. Filters and business rules will detect and set language preference based on case or customer language attributes. The system will also help determine a customer's preferred language, assigning a default language for email inboxes, phone cases, chat cases, tweets, and Facebook posts.
  • Publish their internal knowledge base and customer-facing help center in multiple languages.
  • Efficiently and confidently manage translations and see at a glance where they need updating. With Translation Management, maintaining and coordinating additional content in multiple languages will be efficient and manageable. When you update content, Desk.com will mark the accompanying content in other languages with a clear icon so you can see where changes are needed.

Desk.com will organize content by language and channel, and track those changes so that teams can focus on the substance of the content. Desk.com will put all translations in one place so they can be edited side by side, with the original article appearing on the same page as the translation for ease of editing. Other support tools require agents to track translations by hand and click through multiple screens to edit articles. With Desk.com, a simple change to a support article negates the need to click through dozens of pages.

Multilingual Customer Support is being provided to all Desk.com customers at no additional charge. It is scheduled to be generally available on June 6. Available languages are Arabic, Chinese, Czech, Danish, Dutch, English, filipino, Finnish, French, German, Greek, Hebrew, Hindi, Hungarian, Indonesian, Italian, Japanese, Korean, Malay, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish, Thai, and Turkish.

"A lot of companies don’t think about potential foreign customers as they develop their businesses, until they suddenly discover that social technologies have given them a global reach. Desk.com's Multilingual Customer Support makes it easier to support and embrace any global audience and capitalize on important new business," said Brent Leary, a partner at CRM Essentials.


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