Case Study: Playtomic achieves faster multilingual support with Lokalise Messages

How Playtomic responds to non-native tickets 76% faster, without hiring native agents

Playtomic, Europe’s leading app for racket sports players, needed a better way to support customers as it expanded into markets with many non-native language tickets. The team was spending too much time manually translating and retranslating conversations, and often had to rely on English instead of speaking to customers in their native languages. To solve this, Playtomic turned to Lokalise Messages for Intercom.

With Lokalise Messages, Playtomic was able to translate support chats in seconds and centralize translations so agents could pick up conversations without redoing work. Lokalise also helped the team translate its knowledge base much faster, including a full Portuguese version in less than a week. The results were strong: response times improved by 76% in B2B conversations, average handle time dropped by 24% in B2C, ticket close times improved, translation work fell from 15% of agent time to 2%, and Playtomic saved 25% of its hiring budget while increasing conversation volume and customer satisfaction.

Playtomic

Giulio Castiglioni

Global Head of Customer Care