AI-Powered Multilingual Support: The Lingpad Approach to Global CX Excellence

By Spencer Hulse Spencer Hulse has been verified by Muck Rack's editorial team
Published on April 17, 2024

Most global companies struggle to build and execute an effective multilingual customer service strategy.

And it’s costing them dearly — consider the booming SaaS industry, for instance. A survey of 170 non-native English-speaking SaaS customers and 135 support team leads found that 29% of businesses have lost customers simply because they don’t offer multilingual support. Furthermore, 70% of end users said they stick around with companies that provide customer support in their native language.

When support representatives interact with customers in their native language, it greatly improves their experience with the brand. The interaction feels more comfortable. Multilingual customer support can not only foster more positive experiences but can also help you build a good reputation in regional markets.

However, this presents a great opportunity for companies like yours to step up and offer exceptional, scalable, multilingual customer service. By doing so, you can set yourself apart from the competition and demonstrate your commitment to meeting the needs of a diverse customer base.

That’s where Lingpad, a revolutionary customer support localization tool, comes in.

What Is Lingpad?

Lingpad is an AI-powered localization tool that enables customer service teams to provide support in multiple languages. It seamlessly integrates with leading customer service software like Zendesk, Intercom, Gorgias, and Freshdesk, providing instant and precise translations for messaging (live chat tickets, email, social media, etc.) as well as help center content in over 120 languages.

Lingpad leverages AI to offer two key advantages: efficient, AI-powered translations for immediate, accurate multilingual support and automated workflows to reduce the need for human intervention significantly. Both these factors contribute to well-streamlined localization processes for customer service teams.

Lingpad enables your support representatives, regardless of their language (English, Spanish, Ukrainian, etc.), to communicate with global customers in their preferred language effectively.

By blending AI’s speed with human-like accuracy and nuance, Lingpad allows you to effortlessly offer multilingual customer support while ensuring an easy, no-code integration process with your existing CX tools and workflows.

The Story Behind Lingpad

Ronak Thakkar, the founder of Lingpad, believes high-quality customer support should transcend geographical boundaries and break language barriers.

Previously the head of a successful human translation services company, Ronak recognized the need for a transformative tool that could bridge linguistic gaps and enable brands to deliver authentic support experiences to their customers across the world. This inspired him to delve deeper into the changing CX technological landscape and consider building a help center and ticket translation SaaS.

“My passion for cutting-edge AI technology and its potential to revolutionize communication fueled my desire to create a platform that transcends traditional language barriers,” says Ronak.

Lingpad AI is the brainchild of his vision, offering businesses a simple, automated solution that swiftly localizes customer service interactions.

“I am confident that this product will transform the way businesses communicate with their global customers, overcoming the limitations of human capacity in terms of time and resources. My goal is to create a future where communication knows no bounds, and I am excited to be at the forefront of this exciting journey,” adds Ronak.

Fast forward to 2024, Lingpad is now a mature AI-powered SaaS serving the likes of AB InBev, Rebtel, Leroy Merlin, Veo, and more.

The Lingpad Advantage  

Traditionally, you’d need to hire multilingual support agents or have your support teams do manual translation to serve international customers better. This process is time-consuming, resource-intensive, and requires the hiring, training, and management of multilingual agents. However, with Lingpad, this challenge is now a thing of the past.

Lingpad is a game-changer that provides a cost-effective, no-code integration that eliminates all manual translation effort. It accelerates multilingual support processes by instantly translating multilingual messages and responses so customers don’t have to wait for responses or face language barriers. This enhances customer satisfaction and retention rates. In fact, Lingpad users have realized 57% savings in translation costs and an 82% increase in customer support efficiency.

Lingpad can be easily integrated with major customer service platforms like Zendesk, Intercom, Gorgias, and Freshdesk for messaging and help center localization. It is available on their respective marketplaces or app stores.

Coming to its capabilities, Lingpad boasts of some powerful features.

Glossary  

A glossary ensures consistency and clarity in multilingual communication by defining and managing key terminology, ensuring that brand-specific terms are used consistently across all content types. With built-in glossary management, support teams can access up-to-date terms, ensuring on-brand communication in all languages and streamlining the translation review process.

Translation Memory  

Translation Memory (TM) is essentially a collection of all the previous translations. TMs let you streamline the localization process, making it both time and cost-efficient. They allow for the reuse of previous translations, ensuring consistency across all documents and speeding up the translation process by not having to translate the same words or phrases again.

Put simply, this feature cuts down on localization efforts and costs by automatically applying past translations to new content, enhancing productivity and maintaining brand coherence across languages.

Pre-Translation  

Pre-translation helps you in streamlining the translation process, improving consistency, and reducing the time and effort required for translators to produce high-quality translations. It combines automation with human expertise to optimize the efficiency and effectiveness of the translation workflow. With Lingpad, you can pre-translate your help center content with AI or existing TMs.

Tone Selection  

This feature lets you ensure that the brand’s tone of voice remains consistent across languages, mirroring the chosen tone — formal, informal, or a mix of both — in AI translations. Such adaptability means customer support messages can range from formal greetings to more casual, engaging responses, depending on your brand’s style.

In addition to these, Lingpad provides many other platform features like a smart editor, easy collaboration, content management, and many more channel-specific features that make the localization process a breeze.

Pricing

As opposed to its competitors that have expensive tiered pricing plans with feature restrictions and usage caps, one of Lingpad’s biggest offerings is its pay-as-you-grow pricing model — i.e., you have the flexibility to pay only for what you use without limits or capping. You also have the option to commit to an annual contract for exclusive discounts or get a volume discount if you plan to localize higher volumes of content. Either way, you always get full access to all Lingpad features (even during the 14-day trial that gives you free translation for 10,000 AI-translated words).

All in all, with Lingpad AI’s no-code customer support integration, teams can spend less time on localization and more time focusing on maximizing customer satisfaction. Customers can get help in their native or preferred languages across all support channels, ultimately driving better experiences and more loyalty.

Unlock Stronger Global Customer Engagement   

Lingpad is revolutionizing multilingual customer service, presenting a cost-effective solution for companies to better connect with their global audiences by transcending language barriers. It’s fast establishing itself as an essential tool for customer-centric brands aiming for international reach.

Now it’s your turn to bid goodbye to language barriers and say hello to global customer engagement. Discover how Lingpad’s AI-powered CX localization tool can transform your customer experience. You can start your journey towards seamless multilingual communication with a 14-day free trial.

By Spencer Hulse Spencer Hulse has been verified by Muck Rack's editorial team

Spencer Hulse is the Editorial Director at Grit Daily. He is responsible for overseeing other editors and writers, day-to-day operations, and covering breaking news.

Read more

More GD News