Client story
Multilingual product reviews across 30+ retail markets
Breaking down language barriers for global customers
Our client, a global leader in furniture retail, wanted to improve customer experience across 30+ markets by offering product reviews in multiple languages. They wanted their customers to be able to read reviews in their own language, regardless of the original language of the review. They also had to keep the product names correct, as they have special meanings and shouldn’t be translated.
The quest for consistent brand voice
Our customer had a problem: they couldn’t translate quickly and accurately while keeping their brand voice intact. They were dealing with a large number of translations and needed a way to maintain consistent terminology and tone. This was especially tough when it came to translating things like product reviews in real-time.
They wanted to let users translate customer reviews right into their web browsers. For instance, someone in France could change a Dutch review to French with just one click. For repeated translations, the system would remember previous ones and use them again when needed.
Finding the right fit: Why they chose us
Our API and Translation Storage offered precisely what the client was looking for:
- Models trained for their specific tone of voice
- Correct use of their product terms with glossaries
- Real-time translation
- Simple correction of stored translations
- Access to optimal machine translation providers for all 30+ needed languages
- High load translations at scale
Rolling out multilingual reviews
The client first introduced multilingual reviews in major English-speaking countries with a high demand for bilingual services.
But before rolling out machine-translated reviews to customers, they decided to build trust within the company. The quality turned out better than they expected. Using glossaries ensures their product names are always correct, which is essential since they have specific meanings. This is something generic translations might not handle well.
Improved operations and new insights
We helped our client offer multilingual customer experience worldwide, showing their commitment to accessibility and customer satisfaction.
They can easily switch between formal and casual tones, filter content to simplify moderation and use a custom product glossary.
We provide ongoing assistance for their machine translation workflows. This includes regular model updates and improvements based on quality feedback and tone adjustments.
Our client also learned which languages their customers prefer. Surprisingly, in the U.S., Spanish translations were third in popularity after English and French. This data shows what languages their website visitors speak and helps predict which are most important in major English-speaking markets.