{"id":93008,"date":"2024-10-02T11:06:03","date_gmt":"2024-10-02T09:06:03","guid":{"rendered":"https:\/\/phrase.com\/customers\/zendesk-souvre-de-nouvelles-opportunites-en-stimulant-son-evolutivite-mondiale-et-en-optimisant-sa-localisation\/"},"modified":"2024-11-06T17:17:39","modified_gmt":"2024-11-06T16:17:39","slug":"zendesk","status":"publish","type":"case-study","link":"https:\/\/phrase.com\/fr\/customers\/zendesk\/","title":{"rendered":"Zendesk s\u2019ouvre de nouvelles opportunit\u00e9s en stimulant son \u00e9volutivit\u00e9 mondiale et en optimisant sa localisation"},"content":{"rendered":"\n
\n\n\t\n\t
\n\t\t
\n\t\t\t

Founded in Copenhagen, Denmark, in 2007, <\/span>Zendesk<\/span><\/a> aims to bring a sense of calm to the chaos of customer service. Now headquartered in San Francisco, Zendesk’s software-as-a-service products are designed to simplify business complexity and help companies make connections with their customers. Zendesk’s products now extend beyond customer service to sales and employee experience. More than 100,000 companies in 160 countries and territories use Zendesk’s products, and its global workforce tops 5,000 employees.<\/span><\/p>\n\t\t<\/div>\n\t<\/div>\n<\/div>\n\n\n\n

\n\n\t\n\t
\n\t\t
\n\t\t\t

Challenge<\/span><\/p>\n

A Strategic Localization Partner For Rapid Expansion<\/span><\/h2>\n\t\t<\/div>\n\t<\/div>\n<\/div>\n\n\n\n
\n\t\t
\n\n\t\t
\n\t\t\t

Ease of use, a wide variety of channel solutions, extensive integrations, and AI have helped make Zendesk a leader in customer support software. Zendesk began implementing international solutions in its early days and now supports close to 31 languages including 5 variants. This has resulted in localization becoming a key aspect of the company\u2019s business strategy and success.<\/span><\/p>\n

Zendesk’s localization team translates all manner of content related to Zendesk’s products, including UI labels, knowledge base articles, legal materials, video, images, customer surveys, training and more. Zendesk\u2019s translation processes were managed by external vendors without significant visibility into the workflow.\u00a0<\/span><\/p>\n<\/div><\/div>\n\n\t\t\t

\n \"Zendesk_AI\"<\/div>\n\t\t<\/div>\n\t<\/div>\n<\/div>\n\n\n\n
\n\t\t
\n\n\t\t
\n\t\t\t

As Zendesk expanded globally, its manual processes became increasingly untenable. The company required a solution that could scale with its rapid growth.<\/span><\/p>\n

\u201cWe wanted to make sure we could work flexibly with different partners and scale as needed,\u201d explained Yoko Drain, Senior Director of Product Globalization at Zendesk. <\/i><\/b><\/p>\n

Zendesk wanted to own, maintain, and control its Translation Memories (TM). It also needed greater access to its localization data in order to make better-informed decisions and strengthen its localization processes to improve costs, efficiency, and quality.\u00a0<\/span><\/p>\n

 <\/p>\n<\/div><\/div>\n\n\t\t\t\t\t\t

\n

We support around 31 languages including 5 variants and operate in multiple markets worldwide, and we are continuing to expand. The complexity of managing this without visibility and control can be overwhelming.<\/i><\/b><\/p>\n<\/blockquote>\n

\"Yoko<\/p>\n

YOKO DRAIN
\nSr. Director of
\nProduct Globalization
\nZendesk<\/p>\n<\/div><\/div>\n\t\t\t\t\t<\/div>\n\t<\/div>\n<\/div>\n\n\n\n

\n\n\t\n\t
\n\t\t
\n\t\t\t

Solution<\/span><\/p>\n

Zendesk Enhances Global Reach with Integration of AI-Powered Phrase Platform<\/h2>\n

To meet its localization goals, Zendesk selected Phrase and initially implemented several components of Phrase’s enterprise <\/span>Localization Platform.<\/span><\/a> Subsequently it introduced the plugin for the collaborative design tool <\/span>Figma<\/span><\/a>, which enabled Zendesk’s design team to test localized designs across different languages. <\/span><\/p>\n

 <\/p>\n\t\t<\/div>\n\t<\/div>\n<\/div>\n\n\n\n

\n\t\t
\n\n\t\t
\n\t\t\t

Zendesk and Phrase went on to formalize their partnership that led to a successful integration between the two platforms. This integration allows Zendesk customers to localize their help center content. As part of its five-year AI roadmap, Phrase has expanded its offerings within the Zendesk ecosystem by introducing Phrase Language AI for Zendesk Support to translate conversations between customers and agents in real-time. This solution enables customer support agents to communicate in any language with fast, reliable, and high-quality translations, significantly saving time and reducing costs.<\/span><\/p>\n

\u00ab\u00a0Advanced Analytics from Phrase helps us see the health of our assets, monitor TM leverage, and understand the quality of machine translation outputs. This allows us to schedule engine training cycles based on AI-driven insights,\u00a0\u00bb <\/i>states In Ju Woo, Director of Product Globalization.<\/b><\/p>\n<\/div><\/div>\n\n\t\t\t\t\t\t

\n

We needed a solution that could scale with our business, offer transparency, and provide detailed insights into our translation processes. Phrase checked all these boxes and more.<\/strong><\/em><\/span><\/p>\n<\/blockquote>\n

\"In<\/p>\n


\nIn Ju Woo
\nDirector of
\nProduct Globalization
\nZendesk
\n<\/span><\/p>\n<\/div><\/div>\n\t\t\t\t\t<\/div>\n\t<\/div>\n<\/div>\n\n\n\n

\n\t\t
\n\t\t
\n\t\t\t
\n\t\t\t\t
Stats & facts<\/div>\n\t\t\t\t

Explore the measurable impact of Phrase on Zendesk’s operations<\/h2>\n\t\t\t\t
<\/div>\n\t\t\t<\/div>\n\t\t\t
\n\t\t\t\t
\n\t\t\t\t\t\t\t\t\t\t
\n\t\t\t\t\t\t
96% time saved<\/div>\n\t\t\t\t\t\t
pre- and post-editing distance analysis<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t
\n\t\t\t\t\t\t
>25% cost reduction <\/div>\n\t\t\t\t\t\t
moving from human to machine translation<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t
\n\t\t\t\t\t\t
100% improvement<\/div>\n\t\t\t\t\t\t
in the visibility of localization processes<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t<\/div>\n\t<\/div>\n<\/div>\n\n\n
\n\t\t
\n\n\t\t
\n\t\t\t

Why Phrase?<\/h2>\n

Zendesk chose Phrase after evaluating several technology solutions. The decision was influenced by Phrase’s roadmap, focus on automation, user-friendly interface, Advanced Analytics, and strong API capabilities.<\/span><\/p>\n

Yoko notes: \u201cWith Phrase\u2019s AI capabilities, we can monitor and QA the quality of translations more effectively. The AI solutions help us identify areas that need improvement and ensure our translations meet the required standards\u201d.<\/i><\/b><\/strong><\/em><\/p>\n<\/div><\/div>\n\n\t\t\t\t\t\t

\n

Our partnership with Phrase helps us make the right decisions and helps with anything new that comes up. We have an open dialogue, and I trust Phrase to have the right solutions at the right time, so that we can grow with Phrase.<\/i><\/b><\/p>\n<\/blockquote>\n

\"Yoko<\/p>\n


\nYOKO DRAIN
\nSr. Director of
\nProduct Globalization
\nZendesk
\n<\/span><\/p>\n<\/div><\/div>\n\t\t\t\t\t<\/div>\n\t<\/div>\n<\/div>\n\n\n\n

\n\n\t\n\t
\n\t\t
\n\t\t\t

BENEFITS<\/span><\/p>\n