{"id":28790,"date":"2023-03-22T18:02:11","date_gmt":"2023-03-22T18:02:11","guid":{"rendered":"https:\/\/www.intercom.com\/blog\/?p=28790"},"modified":"2023-03-27T12:05:23","modified_gmt":"2023-03-27T11:05:23","slug":"customer-service-localization","status":"publish","type":"post","link":"https:\/\/www.intercom.com\/blog\/customer-service-localization\/","title":{"rendered":"Support goes global: Localization for customer service teams"},"content":{"rendered":"

Our business is to make internet business personal \u2013 not just for people in need of customer service, but also for the people offering it. Localization is a major part of that goal.\u00a0<\/span><\/p>\n

What is localization?\u00a0<\/span><\/h2>\n

The process of localization involves tailoring your product to fit the needs of a local culture and language. It means that users across the world get the same great experience within your product, regardless of where they are or the language they speak.\u00a0<\/span><\/p>\n

It\u2019s also a major contributor to a customer support team\u2019s morale. In the US alone, more than 20% of people don\u2019t speak English at home \u2013 using a tool at work that doesn\u2019t support the language they\u2019re most comfortable with complicates their jobs unnecessarily.<\/span><\/p>\n

\u201cWith more than 25,000 businesses using Intercom to serve their own customers in more than 130 countries, our platform hosts millions of conversations in countless languages\u201d<\/p><\/blockquote>\n

The support reps our products serve come from every corner of the world. With more than 25,000 businesses using Intercom to serve their own customers in more than 130 countries, our platform hosts millions of conversations in countless languages. As we\u2019ve scaled and as our customer base has expanded around the world, we have focused on ensuring our product and website are designed to support more and more languages \u2013 allowing our customers to support <\/span>their<\/span><\/i> customers in their preferred language.\u00a0<\/span><\/p>\n

Localization is a step-by-step process<\/span><\/h2>\n

As Lokalise\u2019s Head of Digital Growth, Em\u012bls V\u0113veris, wrote on the Intercom blog<\/a>, \u201cfor localization to be most efficient, best practice dictates that it should be an ongoing process.\u201d We\u2019re taking the approach of continuous localization, meaning we are consistently looking at how we can improve and upgrade our language offerings for our customers, and incrementally increase the percentage of our app and features available in a range of languages.<\/span><\/p>\n

If you work in a multilingual company, or alongside teammates who do not speak English, we’ve got good news \u2013 Intercom now supports French, German, Spanish and Portuguese across the following functions:<\/span><\/p>\n