As the world evolves, so do customer needs and expectations. Adapting to these changes and keeping up with customer requirements is an everyday part of business for successful companies.
To this end, a global technology leader recently partnered with iTalent Digital to reimagine how its customers self-support on its ecosystem of cloud platforms, including its digital communities, website, and knowledge base.
This transformation project has improved the user experience by providing even more tools and resources to support customer success, including:
- Interactive guided resources: dynamically rendered knowledge base articles with interactive progress tracking
- Ask the Experts interactive live events: live and on-demand events that users can register for and attend without leaving the community
- Dynamic translation: dynamic, multi-directional machine translation to enable users in seven languages to consume content and interact with experts on the robust English-language community, even if they don’t speak English
- Upated user interface: The community UI was updated to align with the company’s recently updated website design to harmonize the experience on its two most visited digital properties.
In this article, I provide a behind-the-scenes look at how iTD helped the enterprise achieve these goals.
Knowledge base articles created on demand
The interactive guided resources transformed static product adoption guides into dynamic, personalized resources using Adobe Experience Manager fragments and custom Khoros solutions built by iTalent DevOps and Khoros Professional Services teams. The documents are dynamically rendered on demand and include interactive progress tracking – a Khoros first!
This innovation rapidly improved content workflow and drove increased engagement. In fact, “guided resources” quickly became the 2nd-most clicked link in the community’s top-tier navigation menu.
Ask the Experts live events
Ask the Experts live and on-demand online events were migrated to the Khoros platform to incorporate it with the community, then enhanced with custom features for easy registration and access to recordings.
iTalent’s DevOps team built and deployed a comprehensive event registration flow and UI, integrating it with the customer’s data team on the back end to capture detailed user information.
Integrating these online events with the community has increased traffic and engagement with this content in English as well as other languages.
Bridging language barriers to improve global customer experience
Today’s leading companies understand the importance of online communities in providing customer support and enabling peer knowledge sharing. Language barriers, however, can limit non-native English speakers from fully utilizing these valuable resources.
According to research conducted in 2023, nearly 60% of internet content is in English. At the same time, according to Byte Level Research’s Web Globalization Report Card, only 16% of internet users are native English speakers. As a result, it has been estimated that more than 20 languages are needed to reach 80% of the world’s population.
While our customer offered user support forums in multiple languages, most of the content and solutions came from the English-language community. To expand global access, the enterprise wanted to connect non-English-speaking users with subject matter experts and content from the English-language community. Enabling seamless and instant translation was essential so customers could self-serve and engage with peers in their preferred language.
iTalent Digital’s solution: LanguageConX and CommunityConX
iTalent Digital implemented dynamic translation functionality between the English forum and six other language sites. iTalent deployed two proprietary, AI-enabled language connectors called LanguageConX and CommunityConX that leveraged Khoros’ open APIs. These pre-built connectors are powered by SmartConX, iTalent’s proprietary integration-platform-as-a-service solution.
LanguageConX provided the dynamic translation powered by the company’s existing translation management system (TMS), and CommunityConX enabled multi-directional content syndication.
Now, when a question is posted on a non-English community site, it can be syndicated (published) to the English forum in translated form. English responses are then syndicated back and instantly translated for local community users.
The result? A truly global yet localized customer conversation!
Related reading: See how Esri supported its business goals through CommunityConX and LanguageConX
Driving increased community engagement
In the first year, this transformative functionality drove a 34% increase in visitors, visits, and views for the company’s non-English community sites. It also expanded the number of accessible accepted solutions for the non-English speakers by 3000% (yes, three thousand percent!).
By removing language friction, the global community saw more participation from global users and nurtured a culture of peer knowledge sharing.
Right off the bat, 228 previously unanswered questions from non-English sites syndicated to the English forum generated over 3,500 views and 111 replies. The insightful answers were syndicated back to their respective originating local communities and languages.
Related reading: Learn how a tech giant achieved an almost immediate, sustained increase in user engagement and cross-selling opportunities through SmartConX
A cohesive online experience
While dynamic translation tackled language barriers, the global tech company also wanted to bridge experiential gaps between its two most visited digital properties: the community and the website.
iTalent Digital was deeply familiar with the tech leader’s digital ecosystem. Our UI experts worked closely with its team as well as Khoros’ Professional Services team to migrate to a different Khoros UI and align it with the recently updated design of the website.
The consistent look and feel between properties was a key component of the company’s digital strategy. The community UI refresh also spurred further adoption, with multiple acquired companies participating in the parent company’s community after previously declining.
Ongoing global community innovation
By partnering with iTalent Digital and Khoros to develop and deploy these enhancements, this technology powerhouse enabled a more unified and inclusive experience across its ecosystem of digital properties.
With robust enterprise community engagement now spanning multiple languages, the company confirms its commitment to putting its customers first and empowering them to find solutions and connect with peers and experts wherever they are, in their preferred language.
Ready to create your own global village?
Contact us at community@italentdigital.com for all of your online community needs, whether it be standing one up for the first time, migrating it, integrating it with other communities or platforms, building innovative customizations, beefing up security, ongoing community management or anything in between. For more information about our enterprise community services, visit our website or, better yet, join our online community devoted to community and CX professionals!
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