At a look
- Based: 2014, Hamburg, Germany
- Serves over 12 million prospects
- Provides help in 26 European markets and 25 languages
The problem
AboutYou, a number one digital trend and life-style retailer, affords 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. Nevertheless, providing personalised, on-time and on-brand help throughout European markets, whereas delivering on progress targets, is not any small process.
Managing quantity spikes is a vital problem for any retailer, and in addition 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 technique to scale customer support assets with out continually hiring or incurring giant prices, whereas sustaining a constant, high quality help expertise.
“We constantly confronted the expensive problem of ramping up and down short-term assets for our campaigns. That is the place Unbabel got here into play, serving to us to flexibly allocate our current assets throughout markets which might be the main target of those campaigns. Unbabel offered fast, simple 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 satisfy quite a lot of high quality wants, to handle this customer support progress problem. Unbabel was chosen for its capability 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 current programs like Zendesk are seamless, simplifying the implementation and agent coaching course of for AboutYou.
- Accomplice Strategy: Unbabel’s mixture of devoted help, deep linguistic experience and growing tailor-made options to satisfy 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 practice further customer support representatives.
- Constant Efficiency: There was no detrimental affect 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 optimistic suggestions from its outsourcing companions. The brand new flexibility let these companions scale back frequent staffing changes, bettering 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 clean, in order that the workflow stays uninterrupted, and the instrument is fast and simple to make use of. Unbabel makes a big contribution to overcoming language boundaries with out complicating the work course of.”
– AboutYou Buyer Assist Agent
Managing Spikes in Motion: Black Friday
Black Friday clearly demonstrates the pliability AboutYou enjoys with Unbabel. With large customer support spikes, AboutYou was capable of far more easily handle the amount with out rising headcount.
With Unbabel, AboutYou strategically deploys assets to handle 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 assets 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 further workers. By shuffling the crew primarily based on capability, relatively than language ability, they may 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, notably during times of excessive demand. By making their brokers multilingual, AboutYou can flexibly use assets to satisfy 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.
Trying to develop throughout markets or optimize your multilingual operations with on-brand high quality? Unbabel may help.