Case Study: Pinterest scales multilingual customer support with Unbabel

Pinterest Scaling While Keeping The Team Lean

Pinterest, a platform with over 100 million monthly users, faced the challenge of scaling its international customer support to provide a personal, native-language experience for its global user base. The company wanted to avoid the high cost and logistical difficulty of hiring a large, multilingual in-house support team for over 25 languages while maintaining fast and high-quality service. To achieve this, Pinterest turned to vendor Unbabel and implemented its Unbabel for Zendesk service.

Using Unbabel, a team of just five in-house agents was able to manage all international support tickets. The solution allowed Pinterest to scale its support coverage without growing its team, maintaining a lean operation. The Unbabel for Zendesk app was central to this, praised for its ease of use and seamless integration. This enabled Pinterest to efficiently answer tens of thousands of tickets per quarter, improving both the speed of response and customer satisfaction by communicating with users in their native languages.

Pinterest

Caroline Bechtel

Community Specialist