Customer Support

Customer Support is a vital part of every organization and is fast becoming a primary source of enterprise data. This is particularly important for technology products, mechanical goods, and eCommerce. Traditionally, Customer Support was provided by phone. But the emergence of the Internet as a dominant business channel moved support to the web where it is available 24/7 via email and IM exchanges, and from a company's website.

Companies strive to increase customer satisfaction. They track all customer interactions and the information is stored in a knowledge base along with all product and support related information. This allows organizations to reduce costs, and gain insight into other business information derived from customer interactions. As businesses expand globally, they need to efficiently communicate with customers, or risk losing business opportunities.

Business Objectives for Customer Support

Companies measure the success of their Customer Support strategy according to the:

• Customer self-service ratio
• Improved customer experience
• Productivity level of customer-facing employees
• Additional revenue generated

Since the trend of Customer Support strategies is moving towards the self-service model, it is important that customers are able to quickly find relevant information. Organizations need a cost-effective strategy to reach all customers and provide them with timely information in their preferred language.

Challenges

Customer Support is an integral part of every company. But support has different meanings for each customer. It could involve an answer to a question, a request for product information, research, or technical help for a bug fix or product update.

The sheer volume of information created for new products and for support of existing products is staggering and on the rise. New content is created at an incredibly fast pace. In a typical large enterprise, thousands of new customer request entries are created each day in a knowledge base. This content needs to be managed and distributed within the organization and to the customer. Customers benefit from this because they are able to access the information they need independently from a company's site.

Few organizations are able to provide large volumes of information to customers in multiple languages while containing costs. Employing multilingual speakers in every call center to help customers around the world along with human translators is cost-prohibitive.

Companies using SYSTRAN solutions are able to provide regularly updated multilingual content.

The SYSTRAN Solution

SYSTRAN Enterprise Server 7 can easily integrate with any Customer Support application to provide all customers with wide-ranging information for web self-service in multiple languages.

The SYSTRAN solution can also be quickly customized to translate domain-specific information or business objectives, making it usable for every industry.

Integrate SYSTRAN Enterprise Server 7 with a Customer Support solution to:

• Increase customer satisfaction with access to technical support and product information in the customer's native language
• Improve productivity by increasing the customer web self-service ratio
• Increase revenue by improving the customer experience with multilingual communications

Learn more about how to integrate your Customer Support solution with SYSTRAN Enterprise Server 7.