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Unbabel 2021: A Year in Review

 

2021 saw an increasing shift in customer expectations for brands and a more concrete understanding by business leaders that they need to adapt. Unbabel has been hard at work to support our customers to meet the transformational challenge, through a number of product innovations in the last year, to expanding our Language Operations (LangOps) offering to include new use cases in marketing. It’s been a bumper year!

Brands must go multilingual to grow

Brands going global are fast learning the importance of connecting with their customers in authentic ways across communication channels. In our 2021 Global Multilingual CX Report, 2 out of 3 consumers we surveyed say that it’s important that brands offer an end-to-end customer experience in their native language. To match that, in our LangOps Survey, global decision-makers across industries said that, while their translation efforts were growing, there was no scalable, cost-effective, or centralized process. We launched LangOps to solve these problems and take localization to the next level. 94% of decision-makers agree that this approach could be pivotal to their organizations’ global market strategy. 

Expanding LangOps

To further propel our LangOps success, we’ve acquired Lingo24. By acquiring Lingo24, Unbabel will expand beyond customer service faster and deliver a more comprehensive multilingual solution for customer experience, starting with the first touchpoint in the customer journey: marketing content. The combined power of Unbabel and Lingo24 will enable Unbabel to empower customer-centric businesses to provide consistent, high-quality multilingual customer experiences, accelerate international growth, and improve global customer satisfaction and loyalty.

The numbers don’t lie

Last year was a time of many firsts for Unbabel. We pulled a few great statistics to show you how we’ve dialed up our impact.

In 2021

  • You translated 2.91 billion words through Unbabel — that’s 91.2 words per second!

  • 24 million chats were translated this year, accounting for 57% of all translations. That’s  45 chats translated per minute.

  • 18 million emails were translated in the last 12 months, at 42% of all Unbabel translations — 33 emails translated every minute.

  • Most popular language pair translated? English to German, with 14% of all translations.

  • Our Editors post-edited 598 million words this year.

  • Zendesk was the preferred platform for agents using Unbabel, with 46,194 agents logging on.

Since Unbabel was founded

  • Unbabel has completed a total of 104 million translations (53% of which were done in 2021).

  • We crossed 5 billion words translated for global businesses like yours! 

Delighting you: our priority

We’ve been listening to our customers’ feedback and enhancing our product to meet your needs better. We’re proud to say that our Language Operations platform is the single source of truth for your Unbabel translations. Here are a few product updates that we rolled out over the course of the year.

Quality reporting

Reporting that allows you to understand the quality of translations across different language pairs and channels, with status updates on how Unbabel’s Language Operations (LangOps) team is improving your translation quality — all on the Portal.

Translations auditing and reporting

Track down and view specific conversations Unbabel translated between your team and customers, gain extra context on turnaround time and which agents were in the loop, and report translations directly to your LangOps Manager.

On-demand

Kick off translations whenever you need them from the Unbabel Portal, simply by adding text or uploading a file.

Agents reporting

Understand performance by team or by agent, which languages are active, how many messages agents are sending, the overall turnaround time to reply, and usage volume per language.

New Languages for chat

You can now offer chat support to your customers in Danish, Greek, Vietnamese, Arabic, Korean, Romanian, and Norwegian.

More integrations

Unbabel for Zendesk Agent Workspace lets you translate all your messages (Chat, Email, and Guide) within the same interface.

Unbabel for Dixa makes Dixa a more robust platform that allows agents to skillfully support their customers in any language and in any channel, all in one platform.

We now have dedicated APIs for each customer support channel in Salesforce.

Unbabel Emails API for Salesforce Service Cloud allows quick and secure transmission and translation of customer support emails, greater stability in translations, and deeper insights around your language operations.

We value your feedback

We love creating great products. Nothing makes us feel prouder than our customers’ happy comments! The badges and your glowing reviews on G2 validate our vision and motivate us to keep doing what we do.

Want to learn more?

Find our latest thought leadership and news on VentureBeat, CustomerThink, Forbes, Fast Company, Inc., TechCrunch, and elsewhere. Follow the Unbabel Blog for more updates.

About the Author

Sophie Vu is the chief marketing officer for Unbabel, an AI-powered Language Operations platform that helps businesses deliver multilingual support at scale. With more than 20 years of experience growing and leading innovative tech companies, Sophie has a strong pulse on the current and emerging market landscape. She has a graduate degree from the University of California, Los Angeles Anderson School of Management.

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