Lexcelera’s innovative translation services are fueling significant economies for innovative technology companies
World markets are increasingly important to the top – and bottom – lines of information technology companies. Local language content is the key to reaching these markets; cost, however, is the barrier. Traditional translation is labor-intensive, forcing companies to limit expenditure by focusing on certain markets and leaving many others on the table. By dramatically reducing unit translation spend, Lexcelera’s innovative use of translation technology allows IT companies to “do more for less”.
This is of particular interest to technically sophisticated firms in the IT sector who have already squeezed most of the savings out of their localization process using translation memories (TMs). Now that the big-ticket cost efficiencies have been realized, only a trickle of incremental gains is left. Lexcelera’s innovative blending of technologies, including translation memory (TM) and machine translation (MT) offers significant savings.
This is true whether the aim is high-quality translations, such as for user manuals, software and documentation, or understandable quality for internal documents and online customer support content.
As machine translation deployments in the IT sector become the norm, customer support has become the new frontier. And machine translation is proving to be the game-changer in customer support. Translating customer support documentation has typically been considered as ‘too expensive’ because of the extremely large volumes of content involved. And, customer support material often has a short shelf life, as products are continuously being updated or even replaced.
However, the capacity of machine translation to generate a translation automatically that is sufficiently understandable to solve most customer problems for a fraction of the cost of a human translation has now made it possible to translate large volumes of customer support material. This includes technical documentation, knowledge databases and FAQs, as well as forums, blogs and other user-generated content (UGC).
Translating customer support content has measurable benefits:
- supporting more international customers,
- improving customer satisfaction and loyalty,
- driving international sales,
- reducing call center costs significantly.
Machine translation means that simple and known issues can be resolved through self-help, leaving new and complex issues to be dealt with if and when necessary by support staff.
Machine translation’s burgeoning role is backed up by studies showing that users are more than willing to accept language imperfections in exchange for information that helps them. A Symantec study shows that, depending on the language, 60-70% of respondents prefer imperfect machine translation to the alternative of no translation at all!
A translation from a well-trained engine is capable of solving almost as many problems encountered by customers as a more expensive human translation. For example, Intel found that a human translation resolved 47% of problems, while a machine-translated one had close to the same result – a 44% success rate. And the cost is a mere 5% of that of human translation.
Machine translation can help serve more international customers while dramatically reducing the cost of call center operations by averting up to 90% of calls. Offering customers a self-help option in their own language can result in:
- Increased support capacity (fewer incidents per employee per month)
- Reduced call center costs due to a decrease in customer calls
- Reduced support costs as percentage of revenue (lower costs and higher volume)
- Improved customer loyalty and satisfaction
- Increased international sales
- Faster customer support (articles published on the web in minutes instead of days)
- Decreased localization costs
- Improved staff satisfaction (less time spent handling recurring problems)
Our IT department serves clients such as Bentley Systems, McAfee, Arts Alliance Media Digital Cinema, etc.
Case studies: [read about Lexcelera's work with Bentley Systems...]