Lingotek Case Studies: Localization Improves CX & Engagement

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Lingotek Case Studies: Localization Improves CX & Engagement

A recent Gartner survey predicted that customer experience (CX) is going to be the key brand differentiator in 2017. So how do you improve customer experience? The answer is personalization. A recent Marketo survey on The State of Customer Engagement, discovered that 66% of the 2,000 global consumers surveyed expected their brand interactions to be personalized.

Creating personalized experiences for global customers first and foremost means communicating in their native language. That’s why localization is key to improving CX and boosting engagement. This blog is about actual, real-world examples of the benefits of offering personalized, multilingual content.

These case studies show how Lingotek - Inside Connectors for Lithium, Eloqua, and Drupal helped personalize CX and improve engagement with our customer’s websites, forums, and automated marketing responses.


LINGOTEK LITHIUM CASE STUDY

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Breaking Down Language Barriers in Discussion Forums

Lithium is social business software that provides a central management portal for managing customers’ social media experience. It has more than 100 million people on its community platform every month! Companies use Lithium to manage customer forums, discussion boards, community knowledge bases, and social media feedback.

 

Challenge

The company featured in this case study needed a solution to break down the language barrier for its Lithium community platform users.

 

The Lingotek + iTalent + Lithium Solution

Lingotek worked together with iTalent to create a multilingual connector with Lithium. The Lingotek - Inside Lithium Connector is built on Lingotek’s open multilingual API and integrates translation into Lithium communities for web, social, and mobile channels.

 

CX & Engagement Benefits

  • Personalized content so users can select their native language.

  • Quickly triggered translation in discussion forums and knowledge base articles.

  • Improved engagement so users can find product information and participate in discussions in their native language.

 

Read the Lithium Case Study

 

LINGOTEK ELOQUA CASE STUDY
 

PersoININ Eloqua CS.pngnalizing Automated Marketing Responses

This Lingotek customer uses Oracle Eloqua, a cross-channel marketing solution that enables marketers to create automated “drip” or “nurturing” campaigns to deliver customized content to customers and prospects depending on where they are in their buying journey.
 

Challenge

Interactive Intelligence offers customer experience and call center technology. It is the leader in cloud and on-premise customer engagement solutions.

 

(Genesys acquired Interactive Intelligence on Dec. 1, 2016.) The company wanted to get the marketing department to work directly with the languages services vendor, and to reduce the number of hours required to manage its translations. The department was spending an inordinate amount of time copying and pasting content into spreadsheets. The process also required several back-and-forth conversations and emails between the vendor and the translator. They needed a solution to streamline and automate the translation process and integrate translation of its marketing automation platform.

 

The Lingotek + iTalent + Eloqua Solution

Genesys/Interactive Intelligence is using the Lingotek - Inside Eloqua for Oracle Connector, a tool created in collaboration with iTalent Corporation. It makes its content truly interactive by translating automated response emails, contact information, and landing pages. When users register for new subscriptions, they automatically receive personalized communication in their own language.

 

CX & Engagement Benefits

  • Personalized, automated emails delivered in the user’s native language.

  • Increased engagement with relevant product recommendations, tailored to their region and culture.

  • Multilingual landing pages helped global customers find contact information for people that speak their language.

  • Gave users more control to learn at their own pace.

 

Read the Interactive Intelligence Eloqua Case Study

 

LINGOTEK DRUPAL CASE STUDY

 

ININ Drupal CS.png

Delivering Consistent Brand Experience in Other Languages

Interactive Intelligence  was looking for a solution to streamline and automate the translation process and to integrate translation of its corporate website, which is built in Drupal. Drupal is an open source content management platform that powers millions of websites and applications around the world.

 

Challenge

Interactive Intelligence offers customer experience and call center technology. It is the leader in cloud and on-premise customer engagement solutions. (Genesys acquired Interactive Intelligence on Dec. 1, 2016.) The company CEO wanted localization and globalization for both--product development and product marketing departments. He wanted to ensure that the company’s international customers would have the same customer experience to that US customers have. They offered not just a product, but an educational process, with lots of website documentation and support materials. Some countries had to use English materials because the company did not have them available in any other languages.

 

The Lingotek - Inside Drupal Solution

The company used  the Lingotek - Inside Drupal Module  that integrates Drupal with Lingotek’s automated, cloud-based translation management system (TMS) to offer a cloud-based solution that can store, track, and manage multilingual content without ever leaving the Drupal environment.  

 

CX & Engagement Benefits

  • Increased speed and delivery of multilingual content.

  • Personalized customer experience with 9 language options.

  • Consistent messaging and branding.

  • ROI based on increased customer satisfaction & engagement.

 

Read the Interactive Intelligence Drupal Case Study

Find out how you can improve CX and boost engagement with personalized, multilingual content

Lingotek offers translation connectors for all of the applications that companies use most. Find out how these out-of-the-box integrations can help you create a seamless content experience and improve customer service by giving customers personalized information in their own language. Call us in the US: +1(801)331-7777 or outside the US +44 (0)1628 421525, send an email to sales@lingotek.com or go to our website:  www.lingotek.com.

 

 

See How It Works

The Massive Benefits of Cloud-Based Translation Management System

Language is social. It connects people and ideas. But what happens when it stops connecting, slows down, and goes offline? What happens when your global audience is left in the dark because your translations are stuck in someone’s inbox? 

With the Translation Network, Lingotek makes your content accessible to your customers globally. By connecting your company with our technology and translators, we connect your ideas with the world. Lingotek makes going global possible.

Cloud Based Translation is Faster, Easier & More Efficient 
Lingotek revolutionized the translation industry with its cloud-based networked translation technology. With Lingotek, you get an enterprise-grade, end-to-end solution that you control. Bring your translation workflow into the 21st century and get out from under the old-school, on-premise, traditional IT, and proxy architectures that slow you down and increase your costs with budget-busting implementation processes and ongoing maintenance.

Agile Software That Offers Scalability and Responsive IT
Our next-generation technology continuously delivers multilingual content and scalability to meet your increasing needs for more content, storage, and translation management. Lingotek’s cloud-based technology can extract large amounts of data and scale to any project size on the fly. With our agile software, Lingotek can be more responsive and can match your evolving requirements with fast IT. 

Seamless Integration With Your Applications
Seamless integration with your enterprise applications and our translation management system lets you upload source content for translation, have it automatically translated, and download the translated content back into your original application.

Automated Workflows Put Your Translations on Autopilot
Put your translations on autopilot with customizable workflows that let you trigger actions throughout the project lifecycle. From notifying a reviewer when a translation is ready for review, to reporting project status to an external system, the Lingotek rules engine brings AI-like capabilities to your workflow.    

Continuous, Real-Time Collaboration for Round-the-Clock Translation
With a vast network of translators working in our powerful cloud-based translation management system, you get continuous, round the clock translation and real-time collaboration.

Centralized File Management Gives You Control Over Your Content
Out-of-the-box integrations with popular CMS, CRM, marketing automation, knowledge bases, and social business software means your information resides in your system, giving you visibility, access, security, and control of your files and information.

Scalable File Storage to Match Your Growth
Our cloud-based Translation Network offers scalability that auto-scales to increased volume levels, without no additional charge for more file storage. It  can scale as your usage grows. 
 
Secure Your Information With Controlled Access to Files
Content stored in the Lingotek cloud is fully secured and kept private to your organization. Role-based authorization ensures that users only see information if they have been granted access by your project administrator.

 

 

 

 

Translation Solution Needs

Lingotek offers a wide range of translation solutions to its customers. Whether you are in the enterprise or federal space, or want our world-class translation services team to take care of your localization for you, Lingotek offers corporate and global translation solutions that are custom tailored for your needs.

 

 

 

 

 

 

 

 

 

 

 

 

About Lingotek

Our Company

Lingotek | The Translation Network is a cloud-based translation services provider, offering translation management software and professional linguistic services. We are the leader in collaborative translation technology with an innovative cloud translation management system (TMS) that uses computer-assisted translation (CAT) tools to facilitate faster, more efficient, language translation. Lingotek was the first to introduce cloud-based TMS technology to the United States in 2006 with the launch of a fully online, web-based, computer-assisted translation (CAT) system that pioneered the integration of translation memories (TM) with main-frame powered machine translation (MT). Our multilingual application program interfaces (API) and connectors pair with the industry’s top enterprise applications to automate and integrate the translation process. They include:

  • Content Management Systems (CMS) 
  • Customer Relationship Management Systems (CRM)
  • Marketing Automation
  • eCommerce Platforms
  • Knowledge Bases 
  • Product and Support Documentation 
  • Social Business Software
  • Desktop Files
  • Software Localization

Customers can use their own language services providers (LSP) and linguists, or our global network of 5,000+ professional linguists. Lingotek is based in Lehi, Utah in the area known as Silicon Slopes. 

Our History

Lingotek was founded in 2006 and is funded by Signal Peak Ventures and In-Q-Tel

Signal Peak Ventures is a Salt Lake-based venture capital firm that focuses on early-stage technology investments in the Intermountain region. The firm was established as Signal Peak in 2011 after the spin out of Canopy Ventures venture capital team and the acquisition of portfolio investments in ten other companies. The Signal Peak team has extensive experience in sourcing, executing, managing, and divesting venture capital stakes across the Intermountain region. 

In-Q-Tel is a strategic, not-for-profit investment firm that works to identify, adapt, and deliver innovative technology solutions to support the mission of the U.S. Intelligence Community. Launched by the CIA in 1999 as a private, independent organization, In-Q-Tel's mission is to identify and partner with companies developing cutting-edge technologies that serve the national security interests of the United States. Working from an evolving strategic blueprint defining the Intelligence Community's critical technology needs, In-Q-Tel engages with entrepreneurs, growth companies, researchers, and investors to deliver technologies that provide superior capabilities for the CIA and the larger Intelligence Community. 

Our Clients & Partners

Lingotek  works with some of the largest, most innovative companies in the world, in a wide variety of industries and services including government, technology, finance, telecom, travel, and education. Our clients include departments in the U.S. Government and several large Fortune 500 companies. Here are some of the Customers that are trusting their translation processes with the Lingotek Translation Network.

We also work with a growing network of Partners--service providers, digital agencies, open sources technologies, and other strategically selected companies--to meet the unique translation requirements of our customers. 

Industry Recognition & Awards

Comparably Best Company Leadership 2018
Comparably Best Company Managers 2018
Top 100 Companies in the Digital Content Industry - EContent 2017-2018
Comparably Best Company Leadership 2017
Comparably Best Company Culture 2017
Comparably Best Places to Work 2017
Comparable Best CEO - Rob Vandenberg 2017
Utah Business Book of Lists Top Telecom & Technology Software Developers 201
Utah Best in State Language Services 201
Silicon Review List of Inspiring 100 Companies 201
Top 100 Companies in the Digital Content Industry - EContent 201
Top 30 Drupal Contributor 201
Top Translation Services Company 2016 - PFin
Hot in Lehi Award Top Trending Companies - Owle
Top 100 Companies in the Digital Content Industry - EContent 201
Edison Award Finalist 201
CIO Microsoft 100 Solution Providers CIO Review 201
Edison Award Nominee 201
Gartner Cool Vendor of the Year 201
Oracle Gold Partner 201
Stevie Award Best New Product or Service of the Year SaaS Category 201
Most Innovative New Product Utah Valley Entrepreneur Forum 2006

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