Launching Our Freshdesk Knowledge Base Integration For Lingpad
- | Amit Shivani
Table of Contents
Why do I need a smart TMS to localize my Freshdesk Knowledge Base?
One may find translating a document a run in the park. But translating an entire knowledge base is no less than entering a maze.
You enter the translation nexus with enough confidence but after a while, it leaves you irritated, confused, and staggered. Ensuring a voluminous content is perfectly translated without losing its original context is tiresome and often prone to errors.
You can escape this nexus. Easily. If you have created your knowledge base on Freshdesk (or Zendesk), Lingpad will ensure a smooth transition of your content from one language to another.
Lingpad is basically a platter of effective and handy features that can help you shape and detangle your entire localization operation. Translating knowledge base articles is one of the core aspects of multilingual customer support operations.
We will discuss more on how Lingpad can solve this translation issue later in this blog post. But first, let’s dive deeper into the issues that a business faces while translating its knowledge base into another language.
Problems that businesses face while translating their Freshdesk Knowledge Base
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Juggling between the documents:
Translators have to juggle back and forth with the original content while translating every sentence and segment. -
Erroneous translation:
Every sentence, every segment, and every word should be in-line with the original knowledge base so that your communication doesn’t lose its essence and customer experience isn't hampered. -
Tangled proofreading:
Just like the translators, proofreaders also have to switch between the original and translated documents constantly. -
Counterproductive processes:
This entire back-and-forth procedure makes the process tiring and complex, eventually filling the translated document with multiple errors. This negatively affects the overall localization productivity. -
Burns a pocket hole:
Apart from making the process lengthy and complex, such an unorganized workflow adversely affects your budget.
Alright. But how would Lingpad help with my Freshdesk Knowledge Base?
Freshdesk is one of the most powerful omnichannel customer service software in the industry. Its user-friendly UI enables businesses of all sizes to deliver exceptional customer service across digital and traditional mediums.
With its multiple robust features and offerings, Freshdesk has been helping businesses provide quality customer service and achieve their CSAT goals.
Another useful feature that Freshdesk provides is setting up a knowledge base for your company. A well-planned knowledge base can help companies improve their customer experience significantly.
- A comprehensive knowledge base helps companies reduce dependency on customer service agents.
- Modern customers prefer self-reliance and quick solutions. Calling or chatting with customer service team is the last thing they want, especially after purchasing the product.
- Companies can create a separate community domain on their website where customers can search for answers to their issues/queries and find the suitable article via the knowledge base.
- Customer support reps can directly send the particular article/guide prepared for the specific problem the customer is enquiring about, thereby reducing turnaround time. Quick replies and DIY solutions improves overall image of the brand.
This is the reason global companies are focusing on localizing their knowledge bases in multiple languages. However, as discussed earlier, they often face difficulties transitioning their help-centre articles to other languages.
To help you solve all the translation scalability issues, we have freshly launched the Freshdesk Knowledge Base Integration for Lingpad.
How Freshdesk Knowledge Base X Lingpad ensures a seamless translation process of your knowledge base
Things you can do after integrating your Freshdesk Multilingual Knowledge Base with Lingpad:
- Import all the categories, folders, and articles from your Freshdesk subdomains seamlessly. You can translate, collaborate, and QA-check each article with ease and without any hassles.
- Localizing your knowledge base in more than one language? All languages that you wish to communicate with your customers in are immediately imported when you integrate your Freshdesk subdomain and pull content to Lingpad. You can invite external or internal collaborators for each language or order translation services from our trusted language service partners.
- Want to revisit the already-translated knowledge base article? Import the translated article to Lingpad with our “pull with translations” feature, which imports all translated help center articles that exist in the particular subdomain. Your translation associates can edit and proofread every sentence and ensure accuracy.
- Once your files are successfully imported and synced, let your translators and QA analysts work on the documents. While you sit back, relax, and invest your energy on more complex customer service issues than stressing over your knowledge base.
Bonus!
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It’s certain that your customer support articles will evolve with time. But time-to-time implementation of the minor changes in all languages becomes a major challenge. Lingpad solves that too.
Lingpad’s smart Editor quickly detects the segments that have been altered and automatically change the translation status. All you have to do is import the concerned knowledge base article, add translations for the altered segments, and your revised support article is ready to be published!
Conclusion
When your business expands globally, a multilingual knowledge base works as an essential bridge to fill the language gap between you and your customers. But the dreams of thriving across the globe often succumb to the language barrier.
Lingpad helps you realize that dream – efficiently and effectively. With Lingpad, you can localize your entire ecosystem — right from customer support to help desk content to website — it aids you to scale your content translation in over 120+ languages.
Target any market you wish. Woo, any audience you want. With Lingpad, thrive globally, and grow consistently.
Amit Shivani
Amit Shivani is the Director of Sales at Lingpad. His superpower is bridging the gap between client needs and wants along with the sheer determination to redefine sales. Working with various brands to tackle their localization demands brings out his out-of-box, innovative persona. When he is not helping clients achieve expertise-status in their localization journey, he explores cities and street food and works towards gaining expertise-status for himself in photography.
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