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LogMeIn Goes Multilingual with Real-Time Chat Translation

December 05, 2014

LogMeIn has partnered with Lionbridge Technologies to bring real-time translation capabilities to BoldChat, LogMeIn’s multichannel and multi-device customer engagement offering.

LogMeIn will incorporate Lionbridge’s GeoFluent real-time translation within BoldChat’s live chat windows, so that sales and customer service staff get an instant translation of the online conversation. That way, online and mobile customers can get service in their native languages.

“Multinational businesses – or even businesses with multilingual customer bases – can significantly broaden their reach, boost brand loyalty and cost-effectively support customers, regardless of language, location or device,” the companies said.

The new integrated capabilities work with BoldChat’s mobile web and mobile app capabilities and support more than 40 languages, including English, French, Spanish, German, Italian, Portuguese, Russian, Arabic, Traditional and Simplified Chinese, and Japanese.

“Serving today’s connected customer has become both a challenge and an opportunity for businesses; Lionbridge shares LogMeIn’s commitment to empower companies to better engage with their customers across devices, and more importantly, to unlock the inherent possibilities created by this increasing connectivity,” said Steve Castro-Miller, LogMeIn’s vice president of products for BoldChat. “Companies can support global customers and multi-lingual regions in a manner and language that best suits each consumer.”

The engine can Identify and translate branded terms, industry lexicon, slang, typos and communication shortcuts common in mobile device interactions; and agents can also choose to preview translated text and make adjustments, if needed, before sending to the visitor. It also supports “language swapping,” where agents can see when a visitor’s language has changed and quickly alter the conversation to adapt to the new language.

 “By integrating with GeoFluent, LogMeIn has made BoldChat truly global,” said Marc Osofsky, SVP and GM of global offerings at Lionbridge. “BoldChat clients can now support customer chats in 40 languages with English only staff. We believe this means improved customer engagement, higher conversion rates and reduced costs.”

Edited by Stefania Viscusi

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