Case Study: Phrase streamlines multilingual help content management with Paligo

Streamlining Zendesk Content Translation with Paligo and Phrase

Phrase, a global leader in cloud-based localization solutions, faced a significant challenge in managing and translating its technical documentation. Their content was previously managed in Zendesk as flat HTML files, which were difficult to reuse, maintain, and localize efficiently. They selected the Paligo component content management system (CCMS) to gain better content control and enable single-sourcing for their globally distributed team.

By implementing Paligo, Phrase automated its localization process using taxonomy tags to seamlessly integrate with its own translation product. This eliminated a completely manual workflow and enabled them to efficiently translate their help center into ten languages. The solution also provided major benefits in content reuse and maintenance, helping a two-person documentation team manage over 200,000 words. Paligo contributed to a notably high industry help center deflection rate of 38:1, significantly reducing support tickets and demonstrating the quality of their documentation.

Phrase

Mike McGuffie

Technical Writer