At a look
- Based: 2014, Hamburg, Germany
- Serves greater than 12 million prospects
- It affords help in 26 European markets and 25 languages.
The problem
AboutYou, a number one digital vogue and way of life retailer, affords a variety of clothes, equipment and footwear to prospects in a number of markets. Acknowledged for its modern method to personalization, About You creates a extremely customized purchasing expertise, setting a benchmark for e-commerce excellence. Nevertheless, providing customized, well timed and branded help in European markets, whereas assembly progress targets, shouldn’t be a simple process.
Managing quantity spikes is a essential problem for any retailer and likewise a key alternative to extend income. Whether or not spikes got here from advertising and marketing campaigns, provider challenges, or the Black Friday juggernaut, AboutYou wanted a option to develop customer support assets with out consistently hiring or incurring giant prices, whereas sustaining a supportive expertise. constant and high quality.
“We’re consistently confronted with the expensive problem of scaling up and down short-term assets for our campaigns. That is the place Unbabel got here into play, serving to us flexibly allocate our current assets throughout the markets which can be the main target of those campaigns. Unbabel supplied fast and simple processes from implementation to agent coaching and power utilization, making it an environment friendly resolution for our wants.”
– René Fischer, Senior Buyer Service Controller and Product Supervisor
the answer
AboutYou chosen Unbabel’s AI-powered translation platform, which mixes machine and human translation to fulfill a wide range of high quality wants, to deal with this customer support progress problem. Unbabel was chosen for its capacity to supply:
- High quality: Unbabel’s high-quality translations guarantee AboutYou stays dedicated to offering wonderful help, even throughout peak durations.
- Simplicity: Unbabel’s onboarding course of and integration into current techniques 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 creating personalized options to fulfill AboutYou’s particular wants confirmed the extent of funding within the relationship.
The outcomes
By integrating Unbabel into Zendesk and progressively rolling out the answer in all languages, AboutYou achieved important enhancements in its customer support operations:
- Price financial savings: Black Friday particularly is a problem in retail and e-commerce, and AboutYou was capable of rack up six-figure financial savings throughout Black Friday by avoiding the necessity to rent and practice extra customer support representatives.
- Constant efficiency: There was no unfavorable influence with Unbabel on KPIs akin to service stage agreements (SLA), buyer satisfaction scores (CSAT), dealing with occasions or general buyer expertise.
- Strengthened associate relationships: AboutYou acquired constructive suggestions from its outsourcing companions. The brand new flexibility allowed these companions to cut back frequent personnel changes, bettering worker stability and retention.
“Regardless of preliminary doubts, the instrument has confirmed to be extraordinarily straightforward to make use of. The most important benefit is that ticket administration barely differs from the best way I’m used to managing tickets in my native language. Operation is intuitive and fluid, so the workflow stays uninterrupted and the instrument is fast and simple to make use of. “Unbabel contributes considerably to overcoming language limitations with out complicating the work course of.”
– AboutYou Buyer Service Agent
Spike administration in motion: Black Friday
Black Friday clearly demonstrates the flexibleness AboutYou enjoys with Unbabel. With huge spikes in customer support, AboutYou was capable of handle quantity rather more easily with out rising headcount.
With Unbabel, AboutYou strategically deploys assets to deal with the primary spikes in Romania and Bulgaria, the place Black Friday begins earlier. By deploying Unbabel-supported brokers to those peaks, AboutYou didn’t should recruit and practice on quick discover. As quantity in Romania and Bulgaria decreased, however elevated in Germany, Austria and Switzerland, AboutYou seamlessly reallocated these assets, once more with out the turnover of hiring and coaching.
This flexibility permits AboutYou to efficiently handle the Black Friday surge with out having to rent extra workers. By reorganizing the staff primarily based on capability, slightly than language abilities, they may keep away from a mid-double-digit FTE improve and the related five-figure value per FTE. This corresponding financial savings permits AboutYou to take a position the place it issues: within the buyer expertise.
Unbabel’s AI-powered translation platform allows AboutYou to effectively handle customer support operations, significantly during times of excessive demand. By making its brokers multilingual, AboutYou can flexibly deploy assets to deal with spikes wherever they’re and help companies’ income and advertising and marketing objectives, regardless of the market, whereas nonetheless assembly excessive requirements. help and buyer expertise that AboutYou has established.
Do you need to develop into different markets or optimize your multilingual operations with model high quality? Unbabel will help.
