Case Study: a consumer electronics brand achieves 50% support cost savings with ChatLingual

Consumer Electronics Brand Achieves Cost Savings of Circa 50% With ChatLingual in Their Technical Support Division

The consumer electronics brand, a global leader with products in over 100 countries, faced significant challenges in its technical support division. Their existing process was inefficient, requiring agents to copy and paste data between disparate systems and rely on poor-quality, open-access machine translation. They sought an innovative solution from ChatLingual to reduce high support costs, improve agent efficiency, and provide high-quality multilingual customer service.

ChatLingual, in partnership with IntouchCX, implemented its Agent Desktop platform which integrated seamlessly with the client's CRM. This solution consolidated support into a new, cost-effective multilingual hub, empowering agents with ChatLingual's advanced translation. The implementation resulted in cost savings of over 50%, the ability to serve customers in five new languages, and a drastic reduction in non-English call volume, all while significantly improving agent productivity and customer experience.