Language Translation Feature in Elevate SX

Objective

This article explains how the Language Translation feature works in Elevate SX, the Quality Management (QM) solution from SupportLogic and how it benefits global support teams handling customer cases in multiple languages.

Overview of Elevate SX

Elevate SX is SupportLogic’s comprehensive Quality Management platform. It provides end-to-end quality and coaching workflows for support teams, including:

• Manual QA reviews with detailed scorecards

• Continuous quality monitoring

• Advanced analytics and reporting

Unlike traditional QA tools that focus only on case scoring, Elevate SX integrates all aspects of support quality into a single platform.

Language Translation in Elevate SX

Elevate SX supports language translation to help global QA teams evaluate and review customer interactions in various languages seamlessly.

Key Highlights:

• Powered by Google Translate: Elevate SX leverages Google Translate to offer translations for any language supported by the service.

• Multi-language Support: Currently, Elevate SX supports customers with interactions in 21+ languages and continues to expand support as needed.

• Real-time Translation: Case conversations can be translated on demand during the QA review process, enabling reviewers to understand and assess tickets regardless of the original language.

• Seamless QA Workflow: Language translation is integrated directly within the Elevate SX UI, ensuring reviewers don’t need to switch tools or rely on external services.

Benefits

• Efficiency: Saves time for QA teams working across multilingual customer bases.

• Consistency: Enables standardized quality scoring across different regions and languages.

• Scalability: Ideal for global teams with diverse language support requirements.

Availability

• The translation feature is available by default within Elevate SX, with no separate configuration required.

• Elevate SX can be used independently of the core SupportLogic modules.

• It is currently available on the Zendesk and Intercom marketplaces (under the Entropy Labs brand) and will be rebranded to SupportLogic soon.

FAQs

Q: Do I need SupportLogic’s core platform to use this feature in Elevate SX?
A: No, Elevate SX is a standalone solution and works independently.

Q: Is the language translation feature an add-on?
A: No, it is part of the standard Elevate SX functionality and does not require a separate purchase.

Q: What if my customer interactions are in less common languages?
A: As long as the language is supported by Google Translate, Elevate SX will support it.