At a look
- Based: 2014, Hamburg, Germany
- Serves over 12 million prospects
- Provides assist in 26 European markets and 25 languages
The problem
AboutYou, a number one digital style and life-style retailer, gives a variety of attire, equipment, and footwear to prospects throughout a number of markets. Famend for its revolutionary strategy to personalization, About You creates a extremely tailor-made procuring expertise, setting a benchmark for e-commerce excellence. Nevertheless, providing customized, on-time and on-brand assist throughout European markets, whereas delivering on development targets, is not any small activity.
Managing quantity spikes is a essential problem for any retailer, and likewise a key alternative to develop income. Whether or not spikes come from advertising and marketing campaigns, provider challenges, or the behemoth of Black Friday, AboutYou wanted a strategy to scale customer support sources with out always hiring or incurring massive prices, whereas sustaining a constant, high quality assist expertise.
“We persistently confronted the pricey problem of ramping up and down short-term sources for our campaigns. That is the place Unbabel got here into play, serving to us to flexibly allocate our present sources throughout markets which are the main target of those campaigns. Unbabel supplied fast, easy processes from implementation to agent coaching and gear utilization, making it an environment friendly answer for our wants.”
– René Fischer, Senior Buyer Service Controller & Product Admin
The answer
AboutYou chosen Unbabel’s AI-powered translation platform, combining machine and human translation to fulfill a wide range of high quality wants, to deal with this customer support development problem. Unbabel was chosen for its potential to supply:
- High quality: Unbabel’s high-quality translations ensures AboutYou maintains its dedication to offering glorious assist – even throughout peak intervals.
- Simplicity: Unbabel’s onboarding course of and integration into present methods like Zendesk are seamless, simplifying the implementation and agent coaching course of for AboutYou.
- Associate Strategy: Unbabel’s mixture of devoted assist, deep linguistic experience and creating tailor-made options to fulfill AboutYou’s particular wants confirmed the extent of funding into the connection.
The outcomes
By integrating Unbabel into Zendesk and progressively rolling out the answer throughout languages, AboutYou achieved important enhancements in its customer support operations:
- Price Financial savings: Black Friday specifically is a problem in retail and ecommerce, and AboutYou was in a position to accrue financial savings within the six-figure vary throughout Black Friday by avoiding the necessity to rent and practice extra customer support representatives.
- Constant Efficiency: There was no adverse influence with Unbabel on KPIs like Service Stage Agreements (SLAs), Buyer Satisfaction (CSAT) scores, dealing with occasions, or the general buyer expertise.
- Strengthened Associate Relations: AboutYou acquired constructive suggestions from its outsourcing companions. The brand new flexibility let these companions cut back frequent staffing changes, enhancing stability and worker retention.
“Regardless of preliminary doubts, the software has confirmed to be extraordinarily user-friendly. The most important benefit is that ticket dealing with is hardly any totally different from the best way I’m used to dealing with tickets in my native language. The dealing with is intuitive and clean, in order that the workflow stays uninterrupted, and the software is fast and straightforward to make use of. Unbabel makes a major contribution to overcoming language boundaries with out complicating the work course of.”
– AboutYou Buyer Help Agent
Managing Spikes in Motion: Black Friday
Black Friday clearly demonstrates the pliability AboutYou enjoys with Unbabel. With large customer support spikes, AboutYou was in a position to way more easily handle the amount with out rising headcount.
With Unbabel, AboutYou strategically deploys sources to deal with the early peaks in Romania and Bulgaria, the place Black Friday begins earlier. By deploying Unbabel-supported brokers to those spikes, AboutYou didn’t must recruit and practice on quick discover. As quantity in Romania and Bulgaria subsided, however surged in Germany, Austria and Switzerland, AboutYou re-allocated these sources seamlessly, once more with out the churn of hiring and coaching.
This flexibility permits AboutYou to efficiently handle the Black Friday surge with out having to rent extra employees. By shuffling the staff primarily based on capability, moderately than language ability, they may keep away from a rise in FTEs within the mid double digits, and the related value of mid five-figures per FTE. This corresponding financial savings lets AboutYou invests the place it issues – within the buyer expertise.
Unbabel’s AI-powered translation platform lets AboutYou effectively handle customer support operations, notably during times of excessive demand. By making their brokers multilingual, AboutYou can flexibly use sources to fulfill spikes wherever they’re, and assist the companies income and advertising and marketing objectives, regardless of the market, whereas nonetheless assembly the excessive requirements of assist and buyer expertise AboutYou has set.
Trying to increase throughout markets or optimize your multilingual operations with on-brand high quality? Unbabel may help.
