Companies are now focusing on going overseas in order to expand their customer base and earn profit. However, having a global audience means you need to provide them with useful support and helpful content via a knowledge base as well.
Since the audience is global, the knowledge base has to be localized for maximum effect. That’s what Freshdesk knowledge base localization is all about. It helps companies localize their knowledge base so that people from different regions can easily utilize it.
In this article, I am going to discuss more details about this process. Let’s begin.
What is Freshdesk Knowledge Base Localization?
Freshdesk Knowledge Base Localization languages and cultural contexts. This content includes things like FAQs, troubleshooting guides, etc. Businesses all over the world usually have dedicated spaces for such content. They create knowledge bases so that people can find useful material to solve their issues.
Since many businesses are now dealing with a global audience, knowledge base localization has become very important. With the help of localization, businesses make sure that their customers are getting help in their native language so that they can deal with their issues properly.
Why is Localizing Your Freshdesk Knowledge Base Important?
Localizing the knowledge base data is extremely important. Besides helping people of different cultures understand the content, it helps them in several other ways as well.
The following points can help it understand well.
Enhances Customer Experience
Customers prefer interacting with content in their native language. A well-localized knowledge base eliminates language barriers. It makes it easier for users to understand solutions and resolve issues independently.
Reduces Support Tickets and Costs
A properly localized knowledge base decreases the number of support tickets. It does this by empowering users to find solutions on their own. This reduces the workload on customer support teams and lowers operational costs.
Customer Trust and Brand Loyalty
When you provide content in a local language, it shows that you care about customers. You’re putting energy and time in order to make the content local for the sake of the local clients. It helps build trust between the company and the clients, resulting in improved brand loyalty. localization refers to the process of translating and adapting Freshdesk’s self-service content to develop Brand Loyalty.
Improves SEO and Organic Reach
Localized content improves search engine rankings in different regions. By optimizing your knowledge base for multiple languages, your articles become more discoverable. It helps in driving organic traffic from international markets.
Ensures Compliance with Regional Regulations
Certain industries, such as finance and healthcare, have regulatory requirements for customer support communication. Localizing content ensures compliance with local laws and industry standards.
Key Steps to Successfully Localize Your Freshdesk Knowledge Base
Localizing the knowledge base data of Freshdesk is a very simple and straightforward process. I’ve discussed some main points that can help you do it below:
1. Identify Target Languages and Regions
Before starting the localization process, analyze your customer demographics to determine the languages and regions you need to target. Prioritize languages based on customer demand and business expansion goals.
2. Use Professional Translation Services
Many people might think of using tools and software to translate the content. This strategy comes with inaccuracies. So, it is important to use professional translators in order to convert the content accurately. It will help you translate the knowledge base with perfect intent and context.
3. Adapt Content for Cultural Relevance
Localization goes beyond translation. It involves adapting images, examples, date formats, etc., to align with the cultural norms of each region. For instance, a customer service policy that works in the US might not be suitable for Japan. It is important to create different content for different regions.
4. Maintain Consistency with a Glossary and Style Guide
To ensure consistency across different languages, create a glossary of technical terms and brand-specific vocabulary. A style guide helps translators maintain the tone, voice, and formatting of the original content.
5. Utilize Freshdesk’s Built-in Localization Features
Freshdesk offers advanced localization tools that allow businesses to manage multiple language versions of their knowledge base seamlessly. Use these features to organize and update content efficiently.
6. Implement a Content Review and Quality Assurance Process
Errors in translation can lead to misunderstandings and frustrate customers. Conduct a thorough quality check by involving native speakers. You can also use localization professionals to review the content before publishing.
7. Regularly Update Localized Content
Customer support policies, product features, and industry regulations change over time. Regularly update your localized knowledge base to keep it relevant and accurate.
8. Leverage AI and Machine Learning for Continuous Improvement
Freshdesk integrates AI-driven tools that analyze user behavior and suggest content improvements. Use these insights to refine your localized knowledge base and enhance customer satisfaction.
Challenges in Freshdesk Knowledge Base Localization and How to Overcome Them
Localizing a Freshdesk knowledge base presents several challenges that businesses have to deal with. I’ve listed some of the major ones below:
- Keeping multiple translations updated and synchronized can be complex and time-consuming.
- Maintaining translation accuracy is a major concern since automated tools may misinterpret technical terms.
- Handling SEO for multilingual content is tough since each language requires unique keyword optimization and region-specific search engine strategies.
- Cultural nuances and context adaptation can be tough. Direct translations may not always convey the intended meaning.
- Costs associated with professional localization can be high.
- Technical integration issues may arise when implementing localized content within Freshdesk.
- Regulatory and compliance requirements vary by country, making localization difficult to implement and manage.
Conclusion
Freshdesk Knowledge Base Localization, like https://store.crowdin.com/freshdesk, is a crucial investment for businesses aiming to provide exceptional global customer support. By localizing your knowledge base, you improve customer experience, reduce support costs, etc.
With Freshdesk’s powerful localization features, businesses can efficiently manage multilingual support content and ensure seamless self-service for users worldwide. Implementing the right localization strategy not only boosts customer satisfaction but also gives your business a competitive edge in the global market.
Frequently Asked Questions (FAQs)
What is Freshdesk used for?
Freshdesk is a platform that is designed to help companies deal with their customer support in a well-managed and efficient way. It streamlines ticket management and helps store a knowledge base so that people can help themselves by using helpful content.
Does Freshdesk have a knowledge base?
Yes. Freshdesk has a built-in knowledge base feature. Businesses can use this feature to store helpful content such as FAQs and support articles. Customers can access and utilize this content in order to solve their issues on their own.
How do I import the knowledge base into Freshdesk?
Importing a knowledge base into Freshdesk is easy. You will have to share the CSV file of your knowledge base with the support team of Freshdesk. The support agents will contact you and handle the import process.
