At a look
- Based: 2014, Hamburg, Germany
- Serves over 12 million prospects
- Affords help 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 method to personalization, About You creates a extremely tailor-made procuring expertise, setting a benchmark for e-commerce excellence. Nevertheless, providing personalised, on-time and on-brand help throughout European markets, whereas delivering on development targets, is not any small activity.
Managing quantity spikes is a crucial problem for any retailer, and in addition 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 technique to scale customer support assets with out continually hiring or incurring massive prices, whereas sustaining a constant, high quality help expertise.
“We constantly confronted the pricey 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 can be the main focus of those campaigns. Unbabel offered 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 satisfy a wide range of high quality wants, to handle 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 help – even throughout peak durations.
- Simplicity: Unbabel’s onboarding course of and integration into current methods 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 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:
- Value 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 prepare further customer support representatives.
- Constant Efficiency: There was no detrimental impression with Unbabel on KPIs like Service Degree Agreements (SLAs), Buyer Satisfaction (CSAT) scores, dealing with instances, or the general buyer expertise.
- Strengthened Accomplice Relations: AboutYou obtained optimistic suggestions from its outsourcing companions. The brand new flexibility let these companions cut back frequent staffing changes, bettering 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 completely different from the way in which 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 software is fast and simple to make use of. Unbabel makes a major 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 in a position to rather more easily handle the amount with out growing 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 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 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 employees. By shuffling the crew primarily based on capability, relatively than language ability, 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 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 and marketing objectives, irrespective of the market, whereas nonetheless assembly the excessive requirements of help and buyer expertise AboutYou has set.
Seeking to develop throughout markets or optimize your multilingual operations with on-brand high quality? Unbabel might help.
