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Understanding Multi-language Support in SmarterTrack

In a global economy and marketplace, many companies face challenges disseminating information to customers in several languages while controlling costs. While the ideal solution may be to have multi-lingual speakers in every service department to effectively help customers around the world or to hire human translators to translate every Knowledge Base article, such solutions usually are not feasible nor cost-effective.

With support for nearly 60 different languages, SmarterTrack makes it easy to communicate with customers on a global level. Multi-language support is provided through:

  • Language packs
  • Translatable strings
  • Live chat translation
  • Knowledge Base translation

For step-by-step instructions on configuring the SmarterTrack interface to support multiple languages, please refer to the KB article Set Up SmarterTrack to Support Multiple Languages.

Language Packs

Language packs are used to translate the SmarterTrack interface into another language and can be downloaded from the SmarterTrack Downloads page.

Translatable Strings

Some phrases and words may not be available for translation through a specific language pack. When this happens, administrators can use translatable strings to define these phrases and words. For example, a U.S. company with customers in Spain may create a translatable string to translate the company's department names (billing, sales, etc.) into Spanish (facturacion, ventas, etc.).

Live Chat Translation

Businesses with multi-lingual employees can automatically route live chat in different languages to the appropriate agent by assigning languages to departments. Businesses that do not have multi-lingual employees can use the live chat translation feature to allow all agents to respond to chats in nearly every language. For more information regarding live chat translation, please refer to the KB article Automatically Translate Live Chats.

Knowledge Base Translation

Companies with global operations can create Knowledge Base articles in multiple languages and link those articles together. By linking the different versions of the article together, SmarterTrack will recognize that all of the articles are essentially the same; they are just written in different languages.