Case Study: Intralinks achieves faster, secure multilingual support with Language I/O

How Intralinks builds trust with global users in 14+ languages without compromising on quality and security

IntraLinks, a leading provider of secure content collaboration solutions for the financial technology sector, needed a way to provide fast, accurate multilingual support over email and chat without compromising on security. Their existing methods for translating written communication were inefficient and could not scale with increasing customer demand. They partnered with Language I/O to find an integrated translation solution that would help them maintain trust with their global user base.

Language I/O provided a secure, two-way translation solution integrated with IntraLinks' Oracle Service Cloud and Zendesk platforms. Its self-improving glossary of financial terms ensured context-aware and accurate translations, allowing agents to efficiently understand and respond to customers in their native language. The implementation resulted in positive customer feedback, steadily increasing NPS scores, high agent productivity, and the ability to expand support from 7 to 14+ languages while maintaining low response times and strict data privacy.

IntraLinks

Keith Storrs

Director of Customer Experience Applications & Automation