With the holiday season approaching and customers purchasing complex products on Black Friday and Cyber Monday, how can companies ensure quality customer service for purchases during this busy season? Furthermore, do companies even have the right resources in place to adequately address the needs of global shoppers?

Listen to this podcast with Claude Walton, director of product marketing at Language Weaver, to hear why customer care is important to business and for insights on providing effective customer care during the holiday season.

Excerpt from Donald DePalma’s article on November 18, 2009, CRM Provider Partners for Multilingual Customer Care:

CRM software can do a lot to improve how well a company knows and treats its customers. At its simplest, it can automate responses to common queries, suggest responses to less usual ones, filter out spam, ask respondents about the appropriateness of the answer they receive, and route messages based on the skill set of individual customer service representatives. More evolved systems tailor interactions to individual or demographic preferences. Other evolving solutions identify the language of the message and provide a mechanism to answer in the language of the message. Here is where Language Weaver and Sajan enter the RightNow picture:

• Language Weaver previewed its integration into the RightNow Agent Desktop through the TranslateNow button. This function allows call center representatives to get translations of support and user-generated content, thus removing the language obstacle from some customer interactions. The bigger news was the unveiling of Language Weaver’s TrustScore. According to CTO Daniel Marcu, the TrustScore indexes over 500 variables as it rates each translation on a scale of 1 to 5. The higher the number, the more useful the rendering in customer care and other scenarios. Driven by huge volumes of data, this score promises to enhance MT credibility — and provide far more useful information to business people than BLEU scores.
• Sajan announced that it was language-enabling customer service agents with on-demand desktop access to Sajan translation services. Routed through Sajan’s GCMS translation management system, the request leverages the call center’s translation memory and terminology.

To view original article, visit Global WatchTower.com: http://www.globalwatchtower.com/2009/11/18/rightnow-languageweaver-sajan/

Language Weaver’s GlobalConnect™ for RightNow® allows content managers and knowledgebase administrators to translate content with one click from within the RightNow CX agent desktop.  GlobalConnect™ for RightNow delivers a simple workflow that features one-click grouping of multiple languages for translation, one-click workflow and visibility into the translation process.

”With consumers’ increased access to information and customer satisfaction becoming business critical, our integrated solution with  RightNow CX is timely and strategic for thriving organizations everywhere,” said Swamy Viswanathan, Vice President of Products for Language Weaver.

GlobalConnect™ for RightNow CX  benefits include: 

• Faster publishing of multilingual customer care content, enabling self-service across multiple language
• Shorter, agent assisted, case resolution time with consumer-familiar interaction
• Increased traffic for foreign language knowledge page
• Call deflection via channels of web self-service, email, chat and search
• Out of the box integration with RightNow CX, speeding deployment and decreasing costs

View Flash Demo of GlobalConnect™ for RightNow® CX »