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Unbabel Tickets

Scalable email support that’s as simple as hitting send

We deliver native-quality translations of your customer support tickets, fast. From long-tail support to full enterprise volumes, Unbabel can handle translations at the scale you need.

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Simplify your multilingual tickets with our seamless integrations

How it works

Our fully integrated translation pipeline guarantees your customers will receive a quick, native-quality reply.

Messages are automatically translated into your agent’s preferred language

Your agent can craft a reply right away and hit send

Your customer receives a native-quality reply

Operational efficiency

Just go with your workflow

Our unique blend of human and machine translation allows your agents' support skills and product knowledge to shine through in every language. Forget about the difficulty and expense of hiring for languages, and instead focus on boosting CSAT and lowering costs.

It doesn’t just cut the cost of support, it’s binary: it means we can provide support in scenarios where previously we simply couldn’t.

Jon Thorne, Director of User Satisfaction

Native-quality translation

Keep your human touch in every language

Unbabel Tickets lets you sound like a local — and like yourself — in any language. Our human-edited translations that use custom glossaries and style guides have helped customer-centric brands Logitech, Expedia, and Skyscanner improve their CSAT scores by up to 22.5%.

Unbabel has helped us increase CSAT scores by about 20% in the foreign languages we’re supporting,

John Wie, Director of Customer Experience

Flexibility

The boost your team needs

When volumes spike, Unbabel kicks in with fully scalable translation. Now you can distribute cases across your team and deliver native-language customer experiences within SLAs. This flexibility has enabled brands like Skyscanner to decrease first response time by 70%.

Using Unbabel is much more scalable than traditional approaches such as advocates in local markets.

James Cross, Digital & Service Senior Strategy Lead

Turbocharge the tools you know and love

Enter the next dimension of customer support without leaving your preferred CRM.

Looking for something else?

We’ve got you covered

No matter what CRM you use, you can get native-quality translation up and running fast.

Unbabel Interface

Translate your tickets with our fully scalable web-based platform. No coding, no training, no waiting — just quick, native-quality translation when you need it.

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Unbabel API

Make the world’s only native-quality translation pipeline a part of your workflow. Reach out to learn how you can integrate our Translation API into your CRM, or discuss a custom-built integration.

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No such thing
as a bad question

How does Unbabel work?

Unbabel is powered by a combination of Neural Machine Translation and a global network of bilingual speakers. Native speakers post-edit the MT outputs to match the quality of human-only translation, bringing you the best of both pure MT and pure professional translation. There is a complex system architecture in place to make all of this happen, incorporating state-of-the-art machine learning, proprietary data, and self-learning mechanisms that ensure increases in speed and quality over time.

What languages do you support?

We currently support 29 languages and dozens of language pairings between them. Depending on requirements and volumes, we are also able to open up custom language pairs on a per-customer basis.

How long do translations take?

Translations of inbound customer messages are delivered within minutes so agents can quickly understand the message. Outbound replies get passed through our fully integrated translation pipeline. In our most popular language pairs, an average email, of 100 words or fewer, will be translated at a native level-quality quality and dispatched to your customers in under 40 minutes.

How do you ensure the quality of translations?

Unbabel ensures consistent translation quality through two key checkpoints — assessment of the quality of the work delivered to our customers, and assessment of the quality of the editors in our global community. We conduct weekly quality audits on delivered translations, which take into account accuracy (minimizing changes in intended meaning and additions or omissions of content); fluency (detecting grammatical and spelling errors to ensure intelligibility); and style (relating to formal vs. informal tone and compliance with customer instructions and glossaries). Additionally, we perform regular, ongoing evaluations of individual editors and continue to build and improve tools that boost their performance.

How do you handle the privacy and security of my customer communications?

Most of Unbabel’s customers are understandably very sensitive to issues of privacy and security, as their customer communications often contain personal identifiable information (PII) such as names, addresses, emails, credit card numbers, passwords, etc. We provide several layers of effective security and privacy mechanisms, including an anonymization process that removes these data from content before it enters our translation pipeline, replacing them immediately before delivery. Unbabel is fully compliant with the EU’s GDPR, and any customer may request signed agreements called Model Clauses or DPA (Data Protection Agreements) for assurance that their data is being safely processed.

How much does Unbabel cost?

Unbabel is a subscription-based translation service calibrated to your needs and data. We don’t charge per language, per word or per user — but rather by content type and volume. We believe pricing should reflect what you need, whether it’s multilingual customer service tickets, chat and FAQs, localized product listings, video subtitles, or something else.

Does Unbabel translate other types of content?

Unbabel’s “Translation as a Service” platform is ideally suited for high-volume “firehose” content types, but we are continually experimenting with new use cases and applications — particularly automated transcription, translation and subtitling of video content. We also occasionally are able to deliver large volumes of e-commerce product listings and search keywords for existing customers.

Does Unbabel work with my current platform?

We offer several integrations with the most popular CRM and chat platforms on the market, including Salesforce, Zendesk, Intercom, Helpshift, among others, so you can get more agile multilingual support straight out of the box. You will be ready to start engaging in multilingual chats within hours. Is the platform of your choice is not in our integration list? No problem. You can either integrate with our API or request a custom integration. If we determine that we are able to accommodate your request, we can get your multilingual support up and running within weeks.

Unbabel Tickets

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Reduce handling time and increase customer satisfaction without changing your workflow.