Imagine this scenario. A customer comes to your website and starts a chat. A common experience, right? But instead of typing in English, they start communicating in Japanese.
The issue? Your chatbot isn’t built for other languages. Or it has limited language support, only working in English, Spanish, and French.
Your customer tries to get assistance, but isn’t provided with the help they need. They get frustrated and leave—decreasing their overall level of satisfaction with your company.
This no longer has to be the case. Introducing Multilingual Support for Solve, a new feature from Forethought.
Gone are the days of manually translating your Solve workflows, submitting that to your Customer Success Manager (CSM), and waiting for the changes to go live. Now, your workflows can be automatically translated into 16 different languages with a simple click.
Plus, we’re providing you with the ability to make any necessary edits to that content in real time, giving you even more control over your account.
Let’s dive into some frequently asked questions about Multilingual Support for Solve.
What is it?
Multilingual Support for Solve provides customers with translations of their Solve workflows in up to 16 different languages, with the ability for admins to make edits on their own. Our goal is to make the process as automated as possible while giving admins the control to edit as needed.
Why are we launching this?
As Forethought has continued to grow, more and more of our customers have expressed interest in optimized translation capabilities. With this in mind, we set out to make the process of building workflows in foreign languages, as well as fine-tuning translated phrases, as seamless as possible.
How does it work?
This enhancement will provide automated translation for Solve in 16 different languages. There will be two main functionalities available:
- Automated translation. This will take the English Solve experience and automatically translate it to the desired languages (available in a checkbox format).
- Edit automatically translated phrases. Admins will have the ability to make edits to the automatically translated phrases, something that previously had to go through their CSM.
Our customers are constantly looking for ways to improve their CSAT and to increase retention rates. Meeting their customers where they are—in their preferred language—will help them provide the premium service their customers expect.
There are a few ways to apply this multilingual support. First, if a customer starts chatting in a particular language, Solve can recognize this and reply in that language. It can also adjust to a new language if a customer changes their language in the middle of the conversation. Additionally, admins can set up languages to be applied automatically based on geographic data.
What languages are available?
Currently, 16 of the most common languages are available, with additional options to be added in the future. These are:
- Chinese (Simplified)
- Chinese (Traditional)
- French (Canada)
How do I get started?
If you are a Solve customer already, this feature is now available in your account! Simply navigate to the Translations page in Configuration and select the languages you’d like to enable.
Not a Forethought customer? Contact us for a free demo today. We’d love to answer any questions you have.