In 2016-17, we implemented the first ever Dynamic Translation for Forums on the Lithium platform.
----------------------------
Entry submitted by: Jeff Browning, Head of Global Customer Communities
Community: Live Community
Lithy category: Social Support Champion
Palo Alto Networks is the next-generation security company maintaining trust in the digital age by helping tens of thousands of organizations worldwide prevent cyber breaches. With our deep cyber-security expertise, commitment to innovation, and game-changing Next-Generation Security Platform, customers can confidently pursue a digital-first strategy and embark on new technology initiatives, such as cloud and mobility. This kind of thinking and know-how helps customer organizations grow their business and empower employees all while maintaining complete visibility and the control needed to protect their critical control systems and most valued data assets.
Our social customer service initiatives in 2016-2017
Deliver a world-class online support experience for our customers including the ability to reach our global customers via our Live community on their terms.
Launching the first-ever Dynamic Translation for forums on the Lithium platform
From a support perspective, our community (both discussion and knowledge) are key vehicles for enabling our customers to help themselves (and each other) on their terms. Despite having a world class (and TSIA and JD Power award-winning) traditional support team, our customer research shows an overwhelming desire to utilize web and community platforms to enable self-assistance and support. However, for a global company, that presents challenges when helping customers around the world. In 2016-17, we implemented the first ever Dynamic Translation for Forums on the Lithium platform. It enables both dynamic translation of discussion threads and enables users to interact in any of 6 languages, in any thread, regardless of the other languages being used in that discussion.
Our results
Within the first few months of deploying the solution, we saw between a 25%-66% uplift in participation from languages other than English. Further, because it integrates with Lithium Languages Packs, we’ve seen a significant uptick in initial posts created in other languages than English. This new capability allows us to do something previously only possible by creating multiple, standalone language-based communities which would have been financially impossible and would have fractured our user interactions across multiple sites. This changes the game for us and enables us to reach our global users on their terms
You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.