Case Study

Increase your support deflection by 17.5%

Zenly, the leading social map app, turned to Unbabel to deliver seamless multilingual support, reducing turnaround time by 83% and taking their deflection game to the next level.

Unbabel’s unique blend of human and machine translation enabled Zenly to dramatically improve several key metrics — including a 60% decrease to first reply time — without sacrificing quality.

Bryan Feeney
,
Customer Support Manager — Zenly

Zenly began because they wanted an easy way to know what their friends were doing. Naturally, they created an app — a map that lets you see your friends and what they're up to.

Millions of people around the world have since made them realize that Zenly goes beyond letting you know what your friends are doing. It actually brings you to spend more time with the people who matter most and moves you a little closer to them even when you can't.

Cut down turnaround times and drive support efficiencies

Unbabel’s unique blend of human and machine translation enabled Zenly to dramatically improve several key metrics — including a 60% decrease to first reply time — without sacrificing quality.

The Unbabel effect
Translation TaT reduction: 83%
First reply time reduction: >60%
Deflection rate: 17.5%

Challenge delighting users faster

In mobile apps, the competition is fierce. Users want personalized service, and they want it now. But the language barrier got in the way of efficient, empathetic support at Zenly, as well as their breakneck expansion plans into markets like Japan, Korea, and Indonesia.

Creating a multilingual help center in just a few clicks

To drive overall support efficiency, Zenly deployed Unbabel Tickets and Unbabel FAQs. Quick, native-quality translation for Zenly’s emails and help center inside of Zendesk unlocked efficient multilingual support for the business. Thanks to Unbabel, the Zenly team has been able to deflect like pros and put their elite agents on tougher cases — no matter what languages they speak.

What's inside

  • An overview of industry challenges
  • Insights into different approaches to multilingual CX
  • Zenly’s before and after story with Unbabel

In short, everything you need to know to level up your multilingual customer experience.

Zenly began because they wanted an easy way to know what their friends were doing. Naturally, they created an app — a map that lets you see your friends and what they're up to.

Millions of people around the world have since made them realize that Zenly goes beyond letting you know what your friends are doing. It actually brings you to spend more time with the people who matter most and moves you a little closer to them even when you can't.

Highlights

The Unbabel effect
Translation TaT reduction: 83%
First reply time reduction: >60%
Deflection rate: 17.5%

Challenge

Solution

Results

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