In the digital subscription landscape, customer experience is paramount, and we understand how language barriers can negatively impact communication and the overall customer experience. With Hi5, language is no longer an obstacle.
Cleeng’s Customer Success team includes native speakers of English and Filipino, ensuring high-quality, localized customer support. Beyond that, we utilize a blend of top linguistics technology and AI translation to deliver multilingual support in up to 30 languages via your Hi5 Help Center, chatbot, and email ticketing system. This allows us to achieve 90% translation accuracy, compared to roughly 65% with tools like Google Translate. This is proven by our customers' support needs in such languages like Arabic or Japanese. What’s more, the technology improves with continued use, ensuring increasingly fluent translations over time.
What languages are available?
We provide customer support in 30 languages. The default language is English. In addition, we can translate it into:
What's in it for you?
Hi5’s multilingual support helps you connect with your customers globally, enhancing their experience and boosting retention. Here's why it matters:
- Global accessibility
Expand your reach by offering support in multiple languages. - Improved customer satisfaction
Break down communication barriers for a more positive experience. - Increased sales
Language alternatives help customers feel secure, leading to higher conversions. - Tailored support
Deliver personalized assistance, ensuring customers feel valued no matter their location. - Retention and loyalty
Customers are more likely to repurchase when support is provided in their preferred language
Implementing Multilingual Support in Hi5
Help Center
English language support FAQ articles are provided by default.
Translation services are available for up to 30 additional languages, subject to the following conditions:
Automated FAQ articles translations:
Articles can be automatically translated using AI.
Quality checking can be performed by either the client or Cleeng (for an additional fee).
Client-provided articles:
Articles that are provided by the client in the required languages are supported directly.
Professional FAQ articles translations:
Articles that are provided by the client in the required languages are supported directly.\
Important note: While multiple languages can be enabled, only articles translated by the client will be displayed in those languages. If a user's browser language isn't enabled or a translation is unavailable, the English version of the article will be shown. Users can manually change the language through the URL or the help center's language menu.
Chatbot
Automated flow translations:
User-facing chatbot flows can be automatically translated using AI powered by Amazon Translate. Quality checking can be performed by either the client or Cleeng (for an additional fee).
Client-provided translations:
The client can directly support and provide additional translation for flows that need to be customized. Customization of the chatbot may incur an extra charge due to additional manual effort involved to set it up.
Important notes:
- User-facing language:
The default language displayed to users will be detected based on their browser settings. - Default set up and training language:
English is always the primary language for chatbot training, triggers, and automation. English is the main bot language (backend, testing, and optimization), meaning English articles will be prioritized unless another language article is manually added. - Button names:
Some interface elements, such as the chatbot name, description, buttons, text Launcher (i.e. “Hi, I’m A Bot!”) cannot be translated from English. - RTL alignment:
Additional customizations are required to support right-to-left (RTL) languages.
Agent support
For email ticketing, Hi5 provides seamless support for up to 30 languages, with no limitations on translation accuracy or scope.
Analytics & reporting
These operational features of the solution are exclusively available in English. That includes Cleeng Dashboard or any reports prepared by the Hi5 Team.
Onboarding conditions for multilingual support
- Out-of-the-box support:
All 30 languages (excluding right-to-left aligned languages) are available without additional adjustments. - Client-provided wording:
Implementation requires an additional 1 week per language for Help Center and chatbot setup. For Help Center-only implementations, this timeline may be reduced by 2 days per language.