A fast-growing e-commerce brand expanding across Southeast Asia relied on chat and email as its primary customer support channels. Game changers frequently received messages in languages they were not proficient in, creating a critical gap between customer needs and support quality. Without a scalable translation solution, advisors struggled to respond accurately, naturally, and in a tone aligned with brand standards.
The absence of real-time language support was directly impacting CSAT and QA performance, leaving both the team and the client frustrated with inconsistent service outcomes across markets.
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