At a look
- Based: 2014, Hamburg, Germany
- Serves over 12 million prospects
- Presents help in 26 European markets and 25 languages
The problem
AboutYou, a number one digital vogue and way of life retailer, gives a variety of attire, equipment, and footwear to prospects throughout a number of markets. Famend for its progressive strategy to personalization, About You creates a extremely tailor-made buying expertise, setting a benchmark for e-commerce excellence. Nonetheless, providing personalised, on-time and on-brand help throughout European markets, whereas delivering on progress targets, is not any small activity.
Managing quantity spikes is a important problem for any retailer, and likewise a key alternative to develop income. Whether or not spikes come from advertising campaigns, provider challenges, or the behemoth of Black Friday, AboutYou wanted a approach to scale customer support sources with out consistently hiring or incurring giant prices, whereas sustaining a constant, high quality help expertise.
“We persistently confronted the expensive 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 might be the main target of those campaigns. Unbabel supplied fast, easy processes from implementation to agent coaching and power 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 quite a lot of high quality wants, to deal with this customer support progress problem. Unbabel was chosen for its means to supply:
- High quality: Unbabel’s high-quality translations ensures AboutYou maintains its dedication to offering glorious help – even throughout peak durations.
- Simplicity: Unbabel’s onboarding course of and integration into present techniques like Zendesk are seamless, simplifying the implementation and agent coaching course of for AboutYou.
- Accomplice Method: Unbabel’s mixture of devoted help, deep linguistic experience and growing 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 vital enhancements in its customer support operations:
- Price Financial savings: Black Friday particularly is a problem in retail and ecommerce, and AboutYou was capable of accrue financial savings within the six-figure vary throughout Black Friday by avoiding the necessity to rent and prepare extra customer support representatives.
- Constant Efficiency: There was no damaging influence with Unbabel on KPIs like Service Stage Agreements (SLAs), Buyer Satisfaction (CSAT) scores, dealing with occasions, or the general buyer expertise.
- Strengthened Accomplice Relations: AboutYou acquired constructive suggestions from its outsourcing companions. The brand new flexibility let these companions scale back frequent staffing changes, enhancing stability and worker retention.
“Regardless of preliminary doubts, the instrument has confirmed to be extraordinarily user-friendly. The largest 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 easy, in order that the workflow stays uninterrupted, and the instrument is fast and straightforward to make use of. Unbabel makes a major contribution to overcoming language obstacles with out complicating the work course of.”
– AboutYou Buyer Help Agent
Managing Spikes in Motion: Black Friday
Black Friday clearly demonstrates the flexibleness AboutYou enjoys with Unbabel. With large customer support spikes, AboutYou was capable of far more easily handle the amount with out growing 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 need to recruit and prepare on brief 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 workers. By shuffling the workforce based mostly on capability, reasonably than language talent, they might keep away from a rise in FTEs within the mid double digits, and the related price 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, significantly in periods of excessive demand. By making their brokers multilingual, AboutYou can flexibly use sources to fulfill spikes wherever they’re, and help the companies income and advertising objectives, regardless of the market, whereas nonetheless assembly the excessive requirements of help and buyer expertise AboutYou has set.
Seeking to broaden throughout markets or optimize your multilingual operations with on-brand high quality? Unbabel may help.
