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Translate & Publish Global Support Content in Seconds
Sales Overview:SDL BeGlobal 1 1 and
Support Content in Seconds
SDL BeGlobal 1.1 and GlobalConnect for RightNowAnswers 3 0Answers 3.0
June 2, 2011
SDL L T h l i S kSDL Language Technologies Speakers:
Jason Chin, Product Management Director
Copyright © 2008-2010 SDL plc. All rights reserved. SDL Confidential
Claude Walton, Product Marketing Director
Your Speakers
Claude WaltonClaude WaltonDirector, Product MarketingSDL Language Technologies
Jason ChinJaso CDirector, Product ManagementSDL Language Technologies
Delivering Multilingual Support Content
I’ll use free translation toolsI ll use free translation tools
I’ll send it out to another company for translationI ll send it out to another company for translation
’ll f ll lI’ll see if I can get my colleague to translate it
I p obabl don’t eall need to t anslate e e thing
I have a translation team I can send this to
I probably don’t really need to translate everything
Changing Consumer Landscape
More Global: Internet growth has exponentially g p ydriven digital content volume across languages
More self-reliant and social: Consumers prefer and expect more online & social interactionsand expect more online & social interactions
Expect more than ever: Get it right or else…“86% of consumers quit doing business with a q g
company due to a bad experience in 2009*”*Consortium for Service Innovation
Customer Experience Risk: “Broken Brand Promise”
New Solutions Needed
Current Limitations: Cost Capacity Publishing Speed
New Requirements:
High speed, high volume and cost effective with “Trusted” actionable quality
Many companies are now turning to real time automated
Sources: IDC, Internet World Stats, Forrester CI Almanac, NUA ltd., Milestone Group, Common Sense Advisory
translation to translate and publish in an instant!
Translation Trends in Customer Support
“We translate the most popular 10% of English support t t i t f i l ”content into foreign languages”
“Support Content is exported sent for translation andSupport Content is exported, sent for translation, and imported back in to our CMS”
“Translation of support content takes 1-3 weeks”
“We only offer support in English because translation is prohibitively expensive”
Current Gaps: KB first line of defense
Broken brand promiseCurrent approach:pp
translate % of KB articlesSub optimal approach• Why: limited budget
Result: C t T il t d l iti Customer: Tail aspect: second class citizens Company: manual process, long publishing cycles
New approach with MT Publish all Increase ROI of Investment in CRM systemy Publish in an instant. Integrates it or get pre integrated
“Right” Solution for your BusinessH O l
Marketing TranslationsHuman
InfluencingHighly Nuanced Builds BrandMarketing Material
Advertising
Human Only
Technical TranslationsP di d MT
FactualAccurate
Product Documentation
Legal/HR
MT + Human Review
Post-edited MTImpacts Brand
User Manuals/UI
g /
MT Only
Useful TranslationsTrained MT
Actionable UnderstandableSupports Brand
Knowledge Base/FAQ
Chat
U F /Bl
y
Supports BrandUser Forum/Blogs
Product Alerts
Gisting TranslationsBaseline MT
Understandable gistingSentiment analysisCourtesy serviceConsumer Use
Business Intelligence
“Right” Solution for Support ContentH O l
Marketing TranslationsHuman
InfluencingHighly Nuanced Builds BrandMarketing Material
Advertising
Human Only
Technical TranslationsP di d MT
FactualAccurate
Product Documentation
Legal/HR
MT + Human Review
Post-edited MTImpacts Brand
User Manuals/UI
g /
MT Only
Useful TranslationsTrained MT
Actionable UnderstandableSupports Brand
Knowledge Base/FAQ
Chat
U F /Bl
y
Supports BrandUser Forum/Blogs
Product Alerts
Gisting TranslationsBaseline MT
Understandable gistingSentiment analysisCourtesy serviceConsumer Use
Business Intelligence
Demo: GlobalConnect for RightNow Answers
GlobalConnect™ Benefits
Leverage existing investment in RightNow
Empower content managers to become multilingual content publisherscontent publishers
Enable communication to a global audience in seconds
Benefits Of Automated Translation
For your Organization:
Publish in an Instant: Reduce publishing times for multilingual content (from weeks to seconds)
Publish all your Support Content: Enable Self Help across languages Publish all knowledge base content in multiple languages Deliver content at trusted quality levelsq y
Contain Costs: Reduce translation overhead Automate the translation for support content (50-80% savings)Automate the translation for support content (50 80% savings) Initiate translation from existing publishing workflow
Further leverage and monetize the knowledge base investmentFurther leverage and monetize the knowledge base investment Initial ROI for the KB is multiplied for each additional language deployed.
Benefits Of Automated Translation
For the Content Owner:
Reduce Non Value-add work: Focus on content creationMultilingual Content Owner: Enable monolingual speakers to be a multilingual content publishersIncreased Productivy: Work seamlessly in context in their existing application
Benefits Of Automated Translation
For the Content Owner:
Reduce Non Value-add work: Focus on content creationMultilingual Content Owner: Enable monolingual speakers to be a multilingual content publishersIncreased Productivy: Work seamlessly in context in their existing application
For your Global Customers:
“ Improved Customer satisfaction”p
To ask a question please use the Q&A panel inTo ask a question, please use the Q&A panel in the right hand corner of your screen.
Thank You
For more information or schedule a Follow up meeting:
ContactClaude WaltonDirector of Product Marketing+1-310-437-7300 cwalton@sdl.com
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