Case Study: Samsung achieves scalable multilingual sales support with Sprinklr

Samsung scales launch and weekend sales support with sales-trained agents and real-time translation

Samsung needed a way to scale multilingual sales support across 18 decentralized European contact centers, especially during product-launch spikes and low-volume weekend hours. The company also wanted to test whether offshore agents could handle sales conversations effectively across several languages without losing the personal touch, and it turned to Sprinklr’s Care Console to help.

Sprinklr implemented a real-time translation-enabled sales support model with a trained offshore team in the Philippines, plus tools for routing, personalization, and conversion. The pilot delivered strong results in just four weeks: the team matched or outperformed local agents, handled 99.3% of chats, converted over 1 in 5 chats, and reached 94% CSAT, while increasing revenue per chat by up to 25% and reducing missed opportunities to under 1%.

Samsung

Simon Perrin

Chat Lead