Case Study: TuneIn achieves 14% cost savings and scales into 6 new languages with Unbabel

How TuneIn Turned Up the Dial With Unbabel and Secured 6 New Languages at 14% Cost Savings

TuneIn, the global streaming audio platform, was struggling to scale multilingual customer support across its 75M+ active users. Hiring dedicated native-speaking agents for languages like Spanish, French, and German was costly and inefficient, and TuneIn needed a more scalable approach with Unbabel’s translation and language operations platform integrated into Kustomer.

Unbabel implemented a model that let English-speaking agents support multiple languages through AI-powered translation, eliminating the need for separate native-language hires. The result was 14% cost savings, support expanded to five additional languages, and positive CSAT for Spanish tickets improved from 30% to 59% year over year.

TuneIn

Emi Kikuchi

Senior Localization Manager