Online Support

Looking to reduce your global customer support costs?

In today’s global marketplace, delivering high quality after-sales support in local language is no longer an optional activity. SDL helps you cost effectively deliver your online product knowledgebase in multiple languages to support your customers' requirements around the globe.

Contact SDL

Through our partnership with SDL, we provide support to our global dealers at 40% lower costs with significantly faster turnaround times. This provides solutions to their technical issues every hour of every day of the year, whilst significantly reducing the workload on support centres.

Joe Pstrak, Director of Dealer e-Business Services, CNH

As an organization providing complex products to global markets, overcoming budget constraints to provide effective after-sales support in multiple languages is a challenge, but addressed effectively provides you with a distinct competitive differentiator.

As part of a Global Information Management strategy, technology and language services from SDL can be leveraged to centralize all global content requirements, significantly reducing the costs involved in delivering online self-help in the language of choice for your global customer. In turn the following benefits can be realised:

Cost containment
Reduce volume of offline support calls
Write support content once, translate once, reuse many times
Increased automation of multilingual delivery

Enhanced customer satisfaction
Consistent, accurate product information readily available in multiple languages, 24 hours a day, 7 days a week

Improved efficiency of customer complaints handling
Early visibility of product concerns on a global basis
Faster deployment of product fixes in multiple languages
Reduced warranty exposure

Improved accuracy across global content
Fully publishable quality and consistency
Faster time-to-market for global information updates

Webex

OneWeb: Intel - Delivering cost-effective, consistent online support to a global audience

In today's global marketplace delivering self-help product support to customers in their local language is complicated. In this webinar Intel will explain how they have used a combination of XML-based technology and business process changes to deliver improved production efficiencies and consistency of online support content for a global audience.

OneWeb： CNHとSDL：グローバルオンラインサポートの効率を最適化する

このウェビナーでは、顧客の母国語でセルフサービスのサポートを迅速に、効率よく、低コストで提供するための技術やテクノロジを紹介します。トピックは、以下のとおりです。

- コスト効果の高い方法により製品のナレッジベースを多言語で提供する方法
- オンラインサポート翻訳における機械翻訳の効果的な使用法
- グローバル製造サポート例： Case New Holland Global N.V.

Case Studies

CNH - ディーラーネットワークに多言語eSupportテクノロジデータベースSDLソリューションを適用

「弊社のディーラーネットワークは、ナレッジベースに基づいて既知の問題の解決方法を多言語で提供するサービスを、年中無休で運営しています。ディーラーがASISTで行った検索のうち、80%がその場で独自に解決され、問い合わせを必要とするものはわずか20%になりました。このため、ダウンタイムが削減され、顧客の満足度が向上しました」

Canon cuts costs with multilingual eSupport module

“By combining SDL's worldwide translation services with SDLWorkFlow, an enterprise-class web-based globalization management system, SDL helped Canon achieve their vision...”

White Papers

グローバルサポートホワイトペーパー「Any language you want - so long as it's English」（お好きな言語をお選びください、ただし英語のみでお願いします）

今日のサポートマネージャが真にグローバルなサポートを提供するには

グローバルステージでのオンラインサポート - マネジメント向け概要

現地の言語でのカスタマサポートは、簡単ではありません。コンテンツの量が著しく多く、販売やマーケティング環境の数倍にも及ぶために、多くのリソースを必要とし、コストもかさみます。