NETTING IT OUT

SDL BeGlobal 1.1 from SDL plc is the current release of a content translation platform that provides cloud-based, automated, real-time translation between pairs of source and target languages. Eighty-five language pairs are supported. The platform leverages statistical machine translation (MT) technology that SDL obtained in its July 2010 acquisition of Language Weaver. Since its introduction in 2002, SDL BeGlobal and its predecessor Language Weaver offering have amassed a customer base of over 500 deployments.

Use SDL BeGlobal to translate content with these characteristics:

• * Large volumes, e.g., the content items within a customer service knowledgebase
• * Frequent changes: new items and changes to existing items
• * Usage in multiple locales

For customer service, use the current version of SDL BeGlobal to translate knowledgebase content. In an upcoming release, it will support real-time, synchronous translation of the requests and responses in chat sessions.

SDL BeGlobal is an innovative implementation of widely used and well proven technology. This is a high value offering that addresses critical customer service requirements and can produce rapid ROI. If your organization delivers customers service to multiple locales in multiple languages, then consider SDL BeGlobal to automate the translation of customer service content to the languages that your customers read and speak.

Manage Users

(Click on image to enlarge.)

© 2011 SDL plc

Illustration 1. This screen shot shows the tools of the Manage Users tab on SDL BeGlobal’s Account Management console.

DELIVERING GLOBAL CUSTOMER SERVICE

Make it easy for your customers to get things done and make it easy for them to do business with you, and you’ll have loyal, satisfied, and profitable customers. That’s the fundamental tenet of Patty Seybold’s Customers.com philosophy.

In customer service, doing business in the language that your customers read and speak makes it easy for them to install and use your products and services, to answer their questions and solve problems about them, to understand your policies and practices, and to manage their relationships with you.

Can you even imagine how hard it would be to use instructions to assemble a product or to conduct a chat session in a language that you don’t read or speak? Yet so many organizations provide customer service business only in their “home” language. Often, it’s not because they don’t understand the benefits of translating their customer service content to the “home” languages of their customers. It’s because translating content has been expensive, time consuming, and difficult to manage.

None of the customer service products that we’ve seen in our seven years of in-depth customer service research provides translation facilities. The best ones support language-specific versions of knowledgebase items and support their translation by external resources within their knowledge management workflows. Those products that do accommodate language-specific versions of knowledge provide no facilities to translate and localize the content in forum threads. And no supplier of these products seems to have given any thought to translating chat content.

SDL BeGlobal can...