Most enterprise companies find that investing in online user support content reduces demand for expensive chat- or phone-based support. However, increasing volumes and global demand pinch a localization budget and stretch current processes.
Our client, the customer support division of a global software giant, manages tens of thousands of knowledge base (KB) articles across several global support sites, and content was growing quickly as products increased in number, frequency of release, and complexity.
They needed to reduce global support costs, improve user experience, and increase the amount of KB content available to global users. In 40 languages.