Product teams
Deliver localized versions of your product faster by automating tedious localization steps.
Localization teams
Streamline your workflows and simplify collaboration with efficient localization management.
Developers teams
Add Transifex to your CI/CD pipeline to continuously deploy new translations.
Marketing teams
Quickly launch multilingual websites to accelerate international growth and conversions.
Translators
Deliver more accurate translations faster, leveraging advanced linguistic tools.
Software localization
Keep software continuously localized and in sync using automated CI/CD workflows.
Website localization
Automate and scale website localization to attract and convert international visitors.
Mobile App localization
Rapidly translate and launch apps globally, ensuring high-quality user experiences across markets.
Get a Personalized Demo Today
Precise, on-brand translations at scale. Language AI delivers context-rich content faster.
Get a personalized demo today
Request a personalized demo to learn how to integrate Transifex into your CI/CD
Product teams
Deliver localized versions of your product faster by automating tedious localization steps.
Localization teams
Streamline your workflows and simplify collaboration with efficient localization management.
Developers teams
Add Transifex to your CI/CD pipeline to continuously deploy new translations.
Marketing teams
Quickly launch multilingual websites to accelerate international growth and conversions.
Translators
Deliver more accurate translations faster, leveraging advanced linguistic tools.
Software localization
Keep software continuously localized and in sync using automated CI/CD workflows.
Website localization
Automate and scale website localization to attract and convert international visitors.
Mobile App localization
Rapidly translate and launch apps globally, ensuring high-quality user experiences across markets.
Get a Personalized Demo Today
Precise, on-brand translations at scale. Language AI delivers context-rich content faster.
Get a personalized demo today
Request a personalized demo to learn how to integrate Transifex into your CI/CD
The holiday season is upon us, which got us to thinking... The holidays are supposed to be a joyous time, but for many shoppers, the holidays can be a frustrating experience filled with traffic jams, crowded stores, and long lines at checkout. To make matters worse, Salesforce sponsored a study that found that holiday expectations have grown so low among Americans, 42% expect customer service to plummet over the holidays, too.
Knowing that nearly half of shoppers expect poor customer service, we thought we’d offer insights into the customer service process - like how to define your customer service strategy and how to improve it - not just for the holiday season, but for all 365 days of the year. At the end of the day, it’s about making your customers happy, right?
One of the biggest customer support mistakes is not including your customer service strategy in your go-to-market plan. Companies of all sizes, from early-stage startups to multi-million dollar enterprises, find themselves guilty of waiting until support tickets and emails come pouring in before creating a dedicated action plan. If you don’t have a customer service strategy in place, start by:
Defining a strategy specific to your company can help you create one that is helpful to customers, while still being a great fit for your company and support team.
With any strategy, you need the right people to carry it out, meaning you have to hire smart. When companies hire for most positions, they look at experience, skills, and qualifications. Conversely, with a customer service position, you need to look for people with that “special something.” You can’t teach someone how to care about customers; that’s a trait that’s often intrinsic to the person. Seek individuals who believe helping others is rewarding, and you’ll often be rewarded with an exceptional support team that goes above and beyond their job description.
This leads us to the next logical question. How will a customer service team go above and beyond? Great customer service teams don’t just help customers in the proverbial “red,” but strive to support customers that are already happy. These customers are your company’s evangelists and oftentimes your biggest supporters, so it’s important not to forget about them. Shift the way you think about customer service, and try to make all your customers happy, whether they asked for help or not.
Now that we’ve outlined how to create a great foundation for how to serve your customers, we’ve got to tackle common customer service misconceptions.
Whether you’re just starting your business or you’re an industry veteran, there’s always room for improvement when it comes to how you serve your customers. Check out these tips for how to create an even better experience for anyone who’s interested in your product.
Todd Park, formerly the second Chief Technology Officer of the United States, said, “Data by itself is useless. Data is only useful if you apply it.” And while this seems like a basic concept, it’s one that’s overlooked far too often.
Examining data, like website visits and how customers interact with your website, can help you understand where you need to make product and service changes. For instance, maybe one of your website’s pages has an extremely high bounce rate, indicating customers aren’t finding the answers they need. Knowing this, you can make changes to this specific page, maybe adding clarity, and then can train your staff to respond to these changes. By spending time with your data, you might be able to find a new service opportunity that you never would have thought of.
As a customer, there’s nothing more disappointing than seeing a “live chat” option, and then not being able to chat with someone. It’s understandable that not all companies, especially those with limited budgets, can provide 24/7 support. But don’t tell customers you’re going to provide immediate assistance, and then ask them to leave a message. If you tell your customers you’re going to be there for them, be there. A simple workaround? State the hours that live chat is available or ask customers to leave a message and tell them you’ll be in contact within the next twenty-four hours. Sticking to your word is the first step in gaining customer trust.
Zendesk, a customer service software and support ticket system, is a huge advocate of the “customer self-serve” model. The concept behind this model is to provide customers with all the resources they need to help themselves to the simple and frequently asked questions, which includes:
76% of consumers say they view customer service as the true test of how much a company values them. So for companies who serve a global audience, it’s extremely important to provide customer service and support in that customer’s native language. Localizing your Zendesk help center is one of the best ways to do this, and with help from Transifex, it’s as simple as linking up your existing help center with our platform.
For more information about translating and localizing your help center, don’t hesitate to reach out to Transifex. We offer personalized demos, so schedule a time to chat and see how we can help you support customers all over the world!