Case Study: Eurostar improves multilingual support efficiency with Language IO

How Eurostar Improved Support Efficiency without Increasing Personnel Costs

Eurostar, a European travel giant operating a high-speed rail network, faced a significant challenge in its contact center. A shortage of French- and Dutch-speaking support agents led to longer customer wait times, increased pressure on staff, and difficulties in allocating tasks. Eurostar turned to Language IO for a solution to handle customer queries in multiple languages while maintaining the high level of service their brand is known for.

Language IO implemented its translation solution, which integrated with Eurostar's Salesforce system. After a successful three-month pilot on email and live chat, the tool was fully deployed. The implementation resulted in improved response times for French and Dutch email cases, a decrease in incoming calls, and a fine-tuned translation glossary. Language IO helped Eurostar achieve its goal of providing timely, clear customer service without the need to increase personnel costs.

Eurostar

James Blackwood

Head of Contact Centre