Case Study: Balsam Brands achieves near-native multilingual support and lower costs with Language I/O

How Balsam Brands provides high-quality and near-native support in France and Germany, while significantly reducing costs

Balsam Brands, a global ecommerce retailer of luxury home decor, faced a significant challenge in providing high-quality, near-native customer support in crucial luxury markets like France and Germany. The high cost and difficulty of recruiting and retaining seasonal, language-specific agents led to a high attrition rate, threatening their commitment to exceptional service. Language I/O was enlisted to help address these support challenges.

By implementing Language I/O's translation solution, Balsam Brands significantly improved its multilingual support. The vendor's technology enabled the company to handle 40% of its email traffic with consistent, near-native quality, leading to a noticeable improvement in CSAT, a shorter average handling time, and a higher first contact resolution rate. Language I/O also improved the agent experience and is projected to significantly lower support costs, allowing Balsam Brands to expand into new markets more effectively.

Balsam Brands

Emma Keane

Head of Localization