Version 4.0 of our pioneer, multilingual customer service product is now live on the Zendesk Marketplace! The Translate By Humans app for Zendesk allows agents to respond to customer tickets in the customers’ native language. Using the app, agents can send in requests for translations in up to 60 global languages.
This version of the app boasts of a cool feature that’s all set to help agents reach out to customers faster than ever before.
Answer Tickets on Autopilot
The app’s new auto-reply capability ensures that once the feature is enabled, all translated responses are sent directly to the customer. Agents, on the other hand, can sit back, relax and do away with the back and forth of copying and pasting.
The Benefits of Auto Reply
This feature aims to decrease unnecessary delays in communication. There is usually a high dependency on the agent once a translation request is complete. With this improvement, the project manager can directly send a translation to the customer instead of sending it to the agent first. You can expect the following benefits:
- No dependency on agents: Agents no longer need to play the messenger’s role. With this feature, your customers can still receive a response regardless of whether their agent is working or out of the office.
- Reduction in response time: By reducing dependency on agent availability, the added waiting time for customers is nearly non-existent. This helps reduce your overall response time considerably.
- Reduced stress for the agent: Agents no longer need to worry about the clock ticking during their break times or in their non-working hours. They can rest assured that open tickets will be handled, and translations will be sent to the customer.
- Improved CSAT scores: Faster response times and ticket resolution leads to happier, more satisfied customers. This can help boost your business’s growth and expansion strategy.
The Power Is in Your Hands
Using this feature is fast and easy, but we understand if you’d like a little more control over the information that goes out to your customers. With our app, you can take charge of what’s right for your business. Perhaps you’d like to turn on the feature every Friday before you take off for the weekend or maybe you’d rather check every response before sending it out. Whatever your preference, we’ve got you covered. With our app, you can:
- Choose when to enable the feature
- Keep the feature disabled to allow edits to translations that contain sensitive information like billing details
How to Enable the Feature
Setting up the auto-reply feature is easy. Simply go to settings and click Auto Reply to get started.
Tick the box next to Ticket auto-reply, and you’re all set!
Please note that once you’ve enabled the feature, all the ticket responses sent for translation will be sent directly to your customers upon completion. In other words, the feature is enabled per account, and not per ticket. Should you like to edit or check a particular translated ticket response, you will need to disable the feature at the global level before placing a translation request.
Once the translation is completed and sent, the customer will receive it as an email with the assigned agent as the sender.
Get Started, Today!
Now that you’re up to speed with the latest developments, it’s time to try out the feature if you’re an existing user of the app. If you’re a new user, book a demo to learn more about all the features and benefits of the Translate By Humans app for Zendesk. Alternatively, reach out to us at support@translatebyhumans.com for any questions.
