Transfluent’s human and machine translation services - 9 commonly asked questions

 

Translation services are a vital tool for your business, allowing you to communicate with customers in their own language, delivering a better experience for them.

Whether you’re translating customer service chats, website copy or marketing material, Transfluent has been at the forefront of delivering the quality our customers need for over fourteen years.

If you’re considering a translation service, whether using human translators or a machine translation option, you likely have some questions. To get you started, I’ve gathered together 9 of the most commonly asked questions by our customers.

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1. How is Transfluent different from other translation agencies?

This depends on which service you are considering.

With Transfluent’s Zendesk customer service app, we offer a system that uses machine translation to deliver high-quality translations that can be tailored to your company. It also uses AI to learn and improve its responses the more you use it.

For Transfluent’s more general translation service, we have automated and digitalized the entire translation process. We offer our customers an easy-to-access online user interface, through which the whole translation process starts anytime you want. We are open 24/7.

Our customers can place orders from anywhere, any time knowing upfront how much the job costs and how long we expect it to take. Other agencies only offer automated answers or will contact the customer only after the job is completed. This causes delays that are not good for the customer.

2. How much does a translation cost?

Our Zendesk customer support translation the pricing is set and agreed with you in a transparent way before you start using the service. It’s possible to request a demo so you can see it in action with no cost implication.

For more general translations, if you place an order via the automated tool on our website then you will see the exact cost before placing your order. The price is calculated per word and adjusted depending on the language requested.

As an example, translating 100 words from English to German could cost €24+VAT depending on the options selected. There is no obligation to order when you see the price so try the online translation quote tool for yourself.

For larger projects, for example in the gaming industry, we can also offer a bespoke quote. In this case, contact us and we’d be happy to discuss your project.

3. Which payment methods do you accept?

You can pay for the translations with your credit card when you order the job. If you prefer monthly invoicing, you can open a translation account for our services.

4. How Transfluent ensures good quality?

The automated translation system we use for customer conversations in Zendesk has been in development for over a decade. Its AI learns better translations to improve responses so they’re more specific to your company’s style. For example, you set it to translate specific words in a certain way.

We believe that it’s better than Google Translate and other machine translation services, and the feedback we’ve had from customers using it agrees with that.

For our human translation services, we pay a lot of attention to choosing experienced and skilled translators. We interview each candidate via video call and our experienced translators for the language pair in question review a translation test prior to adding a candidate to our platform.

When we get a new translator on board, an experienced colleague for the same language pair proofreads his or her first translations.

5. Does Transfluent use machine translation (MT)?

Transfluent uses machine translation in our Zendesk customer service translation app. This automated translation service is under constant development to improve and has the power to learn from your interactions with your customers to make its translations even more specific to your business.

6. Does Transfluent use and provide translation memory, TM or terminology?

We offer both translation memory and terminologies. We use our own translation memory, but when needed also other translation memories can be used. We can build terminologies or use those provided by the customer.

7. How does Transfluent take care of the security and confidentiality issues?

We have an NDA signed with all our translators. We can sign an NDA at the corporate level with our customers as well. Our platform and cloud service are well protected and safe. We have many large and well-known enterprises, gaming companies, and technology companies as clients that trust us 100%. We strive to be worth your trust now and always.

8. How long does it take to get a job translated?

Customer service message translations in Zendesk happen instantly using the machine translation tool.

For human translations, whilst our delivery speeds are high, we do not want to be known just for fast translations. Quality is our priority.

That said, our metrics show that the median time for picking up incoming jobs is only eight minutes. Tweets can be translated almost in real-time and newsletters are usually translated within a couple of hours. A standard press release is often translated within a day.

9. Can I choose my own translator or work with the same one again?

Yes. We have built lots of clever automation for getting jobs to our translators. We can whitelist translators for customers to ensure we always use the same ones. This way we can offer the best possible service for our customers.

If you have any further questions, whether about our customer service translation tool or human translation services, please contact us. You can also request a Zendesk ticket translation demo or get a specific quote for your project.

 

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Ari Nyfors
Author

Ari Nyfors

Ari has over a decade of experience in the language industry. He is passionate about excellent customer service and helping companies do successful business in a multilingual world.