Translation Companies & Customer Experience

Technology and process are essential. But do listen and talk to your customer!

US Translation Company

With all the advances in technology and tools, sometimes it’s important to remind ourselves of the basics. Translation companies often forget about the importance of customer experience. One of the key features of satisfied clients is efficient information exchange. This is true for all businesses including translation projects.

Use of a Process and Technology

A translation management system is a great tool to help keep the project files and resources organized and available to all at any time of the day. It also greatly facilitates communication and collaboration. But often, while handling complex projects and multinational teams, it’s easy to forget the power of the little details!

Here are a few examples where old fashioned communication trumps technology.

Listen to the Customer!

Recently, one of our sales reps told a project manager that a new client’s preferred style of communication is via phone and not email. Email is the basic mode of operation within our translation management system. This simple piece of information resulted in the localization project manager calling the client for the initial introduction and kick-off of the project instead of sending an email, which started off the project on a positive note with the client. First impressions are always very important!

In another case, the client had a very tight delivery schedule for a new user interface product. The sales rep and the client discussed requirements without much success on increasing the localization schedule. The project manager took over and additional conversations took place with the client. Throughout this process, it became clear that translation consistency and quality were more important than the delivery schedule. As a result of that conversation, the client agreed to reset the schedule to enable correct handling of consistency and accuracy.

Talk to the Customer!

Introductions between the different stakeholders of the project can also help eliminate recurring problems. Introducing members of the localization teams to each other can provide a sounding board for specific discussions. When multiple languages are at play, one language often moves ahead of the others uncovering issues that need special attention for all languages.

Translation Companies Can Do Better

Nothing takes the place of efficient information exchange. If you have access to a translation management system, great! Use it! But as everything gets more fast-based and technology driven, don’t forget the basics. This is often what enhances customer experience!!

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