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Deploying Multilingual Support Knowledge Bases
by Rebecca Ray, Arle Lommel
May 10, 2018
May 10, 2018

 
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Summary
Customers are now in control of when, where, and how they engage with brands. Therefore, it's time for companies to more tightly integrate their multilingual support knowledge bases (KBs) into the global customer experience (GCX), rather than leaving them to languish as siloed sets of text-based articles in just a few languages. Why? Because each KB interaction either increases or decreases the value of a particular brand in a user's eyes. Localization teams need to collaborate with knowledge center designers and content creators to broaden their perspective from, "Can customers find what they're looking for?" to "How can the overall KB experience enhance the rest of the global customer journey with our organization?"

In January and February 2018, CSA Research interviewed 36 global firms about how they create and manage multilingual KB content. Managers and directors with responsibility for globalization will learn: 

  • How to develop KB user profiles for content creators

  • Guidelines for personalizing support material through localization, including machine translation and multilingual chatbots

  • Workarounds for knowledge management and CRM systems that lack proper localization support

  • The essential role of SEO that many companies overlook

  • Why source quality and platform choice affect re-use of support content

  • Recommendations for aligning knowledge bases and search with the global customer journey

For other pieces in the multilingual support knowledge base series that cover international search, KB migration, multilingual chatbots, and guidelines for integrating KB content in more detail:


Availability
  • Global Leaders
  • Technology Vendors

Pages: 19
 

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