Best Practices

Six Localization Tips for Multilingual Customer Support

Support content tends to have many pitfalls. Companies often get a product fully localized into a target language but forget to translate the online support pages.
Gabriel Fairman
2 min

Support content tends to have many pitfalls. Companies often get a product fully localized into a target language but forget to translate the online support pages.

Difficulties also arise when the support content localizes, but the chatbot isn’t working in other languages. Additionally, when only English speakers work the phone lines. Or when multilingual emails flood in that a team has no idea how to process. These are all disasters companies can avoid. The first step is to understand the basic processes of setting up multilingual customer support.

How to Provide Multilingual Customer Support

The following steps are a basic how-to guide to help you get started setting up your multilingual customer support system:

1. Decide on Multilingual Customer Support Tools

Customer support tools are the main drivers for ensuring customer satisfaction. Companies use them to handle queries, collect feedback, guide communication, and introduce self-service options. One of the initial steps of providing multilingual support is to decide what that support looks like for your customers. The tool options can include a live chat, team inbox, FAQ page, phone support, etc. It can also extend to your social media presence and direct messaging to answer customer support questions.

2. Consider Native Speakers for Customer Support

Depending on the customer support tools you choose, those support avenues may require more conversation than other aspects of your company. Consider hiring native speakers to give consumers more confidence that concerns are being appropriately addressed and reduce the chances of miscommunication while maintaining brand integrity,

3. Localize Customer Support Pages for Easier Navigation

After deciding which customer support tools will be used, it’s essential to determine which languages you will be supporting and localize the auxiliary content. These days, consumers tend to use self-help options when available. Localizing your content and user interface is the best way to ensure customers can navigate the pages. These three steps, along with a few more helpful tips, can help you create a solid foundation to implement your multilingual customer support strategy.

Six Crucial Multilingual Customer Support Tips

The following tips will help you effectively localize your multilingual customer support content from start to finish and avoid the major pitfalls. But because support translation projects can be high-volume, complex, and costly, try to keep in mind the most important lesson of all: you don’t have to localize everything—not all at once anyway. And you certainly don’t have to do it all yourself.

1. Plan ahead for volume and budget

Many companies rush to start translating multilingual customer support content as soon as they finish the first major product build. What they don’t realize is that they may have half a million words in support content. Those per-word fees will add up fast if they go in blindly.Take time now to plan and create a workable localization strategy for your support content. If you’re running a complex application or service with tons of existing support content, you’re better off starting with a limited scope of support that fits your budget. You can grow your efforts later once you have the bandwidth to expand into additional target languages. Set an appropriate budget for multilingual support localization, and then think about translating.

2. Integrate your content systems

Let’s say you already have localization technology in place for your primary software and a repository of support content located in Zendesk. Set up a pipeline between Zendesk and your localization platform so content can flow smoothly and automatically. This architectural step will save you countless hours and dollars in the long run. 100% API integration is the way to localize efficiently, so if your localization platform can’t support Zendesk integration, it’s time to partner with one that can.

3. Strategize to take advantage of automation tools

Good news! Not all of your multilingual customer support content needs to go through a complete localization engine. We advocate for localizing in the “sweet spots,” or areas where you’ll get the highest ROI for your efforts.For example, identify which resources get the most clicks in English and send those for full localization by human translators. Medium-priority content can be machine-translated and then reviewed by editors on your team. Low-priority content can be machine-translated with minimal oversight. This last option is so cheap and easy it’s practically free. Be sure to take advantage of this and other ways to simplify your localization process so you can lower overall costs and keep pace with your markets.

4. Ensure tight terminology control

When your product and your helpdesk exist in a digital context, you must maintain tight terminology control over everything you translate. This process may seem obvious, but we’ve seen countless examples of support pages referring to different translated terms than those used in the product interface.If your “SUBMIT” button reads as “ENVIAR” in the Spanish version of the interface, you’d better not be instructing users to “Click MANDAR” in your online forum.Keep all of your key phrases locked in a termbase or glossary to avoid future mishaps. This step is one of the pivotal best practices of the localization industry and worth every hour you spend creating and maintaining these comprehensive resources.


Giving translators access to your app will keep them mindful of these terms and their nuances in practice. You might even appoint them to run some quality assurance tests by reviewing their translations in context. This way, they can ensure that the right messages are coming across and that the adapted content preserves the product’s functionality.

5. Prepare your chatbot

If you have a chatbot in addition to an online support content repository, make sure to set up technology that can recognize and respond to multilingual users. Any vendor should be able to quickly let you know if they can support natural language processing.At that point, it’s up to you to run all of the automated chatbot responses through your content localization management system for each of your target languages. This step is a relatively small localization project. Unfortunately, it often gets overlooked when companies go global, but it has a huge impact on user experience.

6. Consider how you’ll handle phone support

Companies that provide a complete help desk and a chatbot in another target language will likely consider offering multilingual phone support. If you have the funds and the infrastructure to handle phone support in each of your target languages, go for it.If not, you need to be crystal clear in the localized version of your support site that there's no phone support available. You might have to make a few design changes to the original content, so you’re not instructing visitors to “give us a call” in every target language.


Adapt this strategy for phone support to decide how your company will handle international email traffic as well.

*Bonus Tip: Manage your reputation abroad

Our final tip doesn’t have as much to do with localization, but it’s crucial for your company’s international success. We always encourage our clients to spend a little effort measuring how customers review them globally.If you’re using sentiment analysis engines in English, do the same for your other target languages. Try to think about every aspect of your company’s customer support from a multilingual perspective. Your international users will thank you for paying attention.

Getting Support for Your Multilingual Content

From software to marketing collateral to multimedia assets, localization is an incredibly complex venture. Your internal team might not have the bandwidth to handle multilingual customer support content on top of everything else—especially since these localization projects tend to be high volume. If your company has numerous translation projects at this point, you might want to consider outsourcing the localization work to a partner you can trust. The best localization companies walk with you through the multilayered process of going global, offering valuable tips like these every step of the way. You’ll be able to scale up your localization process to cover all of your ongoing product development, marketing materials, support content, and beyond. Plus, you’ll have access to the most cutting-edge localization technology—tools that will make your life much easier today and in the future as your company expands into even more international markets.  Don’t stress about multilingual customer support. With a healthy strategy in hand and a capable localization p at your back, you’ll be able to extend your reach and connect with users all over the world.Bureau Works is a full-scale localization service offering consulting, technology, and back-end services for companies moving quickly into new markets. We localize multilingual customer support content for startups and global enterprises alike. Are you looking for an expert localization partner? Contact our team. We’re prepared to support you while you interact with millions of customers around the globe.

Collaborative translation is a powerful tool for your business if you’re looking to expand to new global markets. By coordinating a team of professionals who work together in real-time, you can quickly deliver high quality translations that resonate with local audiences.

But what if you don't know how to synchronize a large team's efforts? Or are you‌ struggling to find the right software for a well-coordinated translation process? Well, look no further! In this guide, you'll learn all the know-how's of collaborative translation to bring your brand to global audiences.


  1. What is collaborative translation?
  2. Why seamless translation collaboration is important
  3. Best practices for collaborative translation and global market success

What is collaborative translation?

Collaborative translation is when multiple people simultaneously work together to translate content. A collaborative translation process often makes use of specialized tools and software to make sure the translation is quick, accurate, and consistent.

  • Example: Let's say you're a B2B SaaS company looking to translate your marketing materials into a new language to connect with potential clients abroad. Use collaborative translation to bring together translators, developers, and other specialists to translate content into many languages at once.

Your team can use a collaborative translation platform like Redokun to work on projects simultaneously. A coordinated workflow will make sure that your translations use the same terminology and style, improving the quality of the translated product for your target audiences.

Collaborative Translation vs. Crowdsourcing

People often confuse collaborative translation with crowdsourcing and think the two are the same. However, these approaches to translation are different.

Crowdsourcing is when a large group of people contributes translations, often through an open call or invitation by a company or author. Brands can turn to crowdsourcing, community translation, or volunteer translation when they are looking to reduce costs and accelerate the process, especially for large multi-language projects.

In crowdsourced translations, the contributors can be volunteer translators, subject matter experts, or just anonymous individuals online. In other words, you may not know who's worked on the translation and what their qualifications are. It makes crowdsourcing distinct from collaborative translation, where the team would be an established group of professionals you've selected

Why seamless translation collaboration is important

As a busy B2B/B2C marketing manager or project manager, you might ask yourself: Isn't the "divide and conquer" a better strategy when working on a translation or localization project? It seems logical that each project team member, including translators, designers, and editors, works on their tasks separately and step by step.

However, collaborative translation can help your team reap many benefits compared to a traditional approach to translation projects:

Reasons why seamless translation collaboration is important
  • Produce high-quality translations consistently. When your whole team works on a translation project simultaneously on one platform, it's easier to stay in context and keep track of the translation accuracy for every target language. On top of that, your team can conduct agile QA throughout the project cycle.
  • Faster turnaround times. By working together, your team can complete projects faster and more efficiently. Centralization saves a lot of time at every stage of translation. And since your team can work on more than one translation at a time, you can publish your translated content in several new markets at once.
  • Reduced costs. You get to improve efficiency while working with a smaller team of translators. The smaller and more coordinated the team, the less the risk of costly translation errors. It means reduced translation costs and better project budget compliance.
  • Increased flexibility. Collaborative translation allows your team to produce translations into many languages at once and easily make changes to any project document. You can conveniently engage in a feedback loop and guarantee a continuous localization process.
  • Better communication. Collaborative translation effectively brings all members of your localization team together on one platform. It helps you make sure that everyone is working toward the same goals ‌and simplifies overall localization management.

Six best practices for collaborative translation and global market success

To be great at collaborative translation, you need to approach it strategically. Even if you've never used this approach before, you can follow the six steps below to build an efficient collaborative translation workflow. And if you're already familiar with this method, these practices will help you improve the way you collaborate on any translation projects.

Six best practices for collaborative translation for your global business success

1. Work out a detailed project plan

Before you start working on translations together, you need a clear-cut project plan. You should first identify the following items.

  • Project timeline: Define crucial deadlines, project milestones, and the overall project duration.
  • Translation volume and key deliverables: Calculate the general word count, and determine the workload for every language pair if you translate into multiple languages.
  • Project budget: Keep in mind possible added and hidden translation costs.
  • Project team: Define what kind of specialists you need: translators, editors, proofreaders, etc. Will you need to find external translators? Consider all your HR needs in advance.
  • Your approach to the translation process: How much do you want to rely on machine translation? At what point will you edit translated strings? Answer all these questions before you go on.
  • Quality assurance protocol: Establish an efficient QA procedure for all the language pairs you're working on.

It may sound like a handful but the more detailed the plan, the more streamlined the translations will be down the road. Besides, you can already use Redokun to boost this stage of the localization process!

Redokun is a translation management system you can use to automate, coordinate, and optimize your translation processes from content creation to publication.

Redokun simplifies your project planning. In particular, you can use the tool to:

  • Monitor your ongoing translations easily. Keep track of all of your translation files and projects across multiple languages in one space, and check their progress at a glance.
Redokun Document Detail Page
  • Meet deadlines with digest emails. Redokun will send you daily or weekly email digests to update you on the progress of translations. From there, you can initiate one-click reminders to your translators who are potentially falling behind schedule.
  • Making budget planning easier. Redokun has a transparent, scalable pricing structure that will cover exactly the volume of work your project needs.
Redokun is an easy-to-use tool that requires no onboarding. Your team can start using all the system’s features right away. During your project planning stage, you won’t need to factor in a lengthy training period to introduce team members to the tool.

2. Divide tasks and assign responsibilities the smart way

Good collaboration is impossible without a well-planned distribution and organization of roles and tasks. Ensure that every team member is on the same page and understands their respective responsibilities.

For example, the project managers should divide ‌translation tasks among translation team members according to their language proficiency, area of expertise, or subject matter knowledge.
  • On Redokun, you can invite translators to work on different language pairs and content types depending on their skills. All you need to do is enter the translator's email. The software will send them an email invitation and let you know once they've started translating the file.
  • You can also invite several translators to work on one document.
How to invite translators to Redokun

To maximize the efficiency of project management and task division, establish a clear structure of your workflow. Make sure all your pages, files, and folders are well organized and team members know where to find necessary resources for their respective tasks. A centralized, cloud-based storage for all your documents is a must.

  • Redokun is a cloud-based software that makes file management easy. You can create folders and customize permission settings for multiple users for better organization. No more need to look for spreadsheets and lost documents scattered around different digital locations.
  • Don't forget to make the most of the Reporting Dashboard. It shows you the status of the translation project and helps you see how users distribute tasks (for example, what methods they use to translate different content segments).
Redokun Dashboard with translation statistics

3. Enhance the collaborative translation process with clear communication

It's important to have open communication channels among all team members in your translation project, including internal and external translators. For a successful collaboration effort, you need a shared communication space to:

  • Conduct regular check-ins.
  • Discuss translation options and other aspects of the working process.
  • Update and adjust requirements and guidelines.
  • Maintain feedback loops.
It's up to you to choose between email, messengers, or tools like Google Drive or Slack to keep your collboarative operations flowing. However, using multiple channels for different aspects of the project can get messy. It's harder to manage your team and make sure all collaborators are up to date on the ongoing translation tasks.

You can avoid these potential problems by centralizing all your communications and project management. With translation software like Redokun, you can manage, translate, communicate, and collaborate — all in one place.

  • Translate content in context. Your translators or editors can use page previews in Web Editor to understand the context of the text while working on it.
  • Work together in real-time. Use Redokun as a full-scale collaborative translation platform. It enables real-time cooperation among your team members, improving efficiency and reducing communication errors.
  • Use comments, mentions, and notifications to exchange feedback quickly. Redokun's Web Editor is a convenient place to stay in touch and discuss your translation progress every step of the way.
Collaboration feature in Redokun
  • Create a hybrid workflow. Work with your in-house teams or external translators to suit different localization project formats and scalability needs.

4. Use machine translation and translation memory tools

Computer-assisted translation tools are a great addition to human translation. Machine translation (MT) helps your collaborators speed up the localization process by automating translation. Of course, it doesn't have the quality of a human professional translation — it’s more like a helping hand that's always there to facilitate the translation of complex phrases or new terms.

  • Redokun is integrated with two Machine Translation tools: Google Translate and DeepL. Translation suggestions by these two tools pop up right below where the translator should key in the translation, as shown here.

To enhance collaboration even further, consider using translation memory tools. They ensure consistency and save translation software users a lot of time.

Translation memory (TM) is a translation technology that stores previously translated sentences or phrases as segments and creates a unique database for your localization projects. You can reuse your translation to increase efficiency and consistency in ongoing and future translations.

With Redokun as your collaborative translation platform, you can leverage TM to:

  • Consistently translate any repeated word, phrase, or sentence across different language pairs and documents. It's especially important for translating technical terms, marketing slogans, CTAs, and other catchphrases. Translation memory helps you stay consistent in your marketing messaging.
  • Pre-translate your entire documents. Combine TM matches from your previous translations with Machine Translation to get a fully pre-translated document even before your team gets to work.
  • Manage your translation memory database. Import and customize your TM database to further improve translation quality and consistency.
”The speed of translation is quite impressive in that it doesn’t take [much time], maybe a couple of minutes when you translate from English to eight markets. I think that’s what I’m most impressed by.”

Read more about how Kenni and the marketing team at Rockfon increased their translation productivity by 70% using translation memories and other Redokun features

5. Use glossaries and style guides

Glossaries and style guides are valuable resources your team can use for reliable reference.

A glossary is a list of terms and their corresponding translations that are specific to a company or industry.

A style guide outlines the preferred tone, voice, and style for a company's marketing materials across markets and languages.

Your collaborators can refer to these resources when they’re not sure about a translation. For example is when they're deciding how to translate a company abbreviation, whether to the Oxford comma, or choosing the right tone to address customers, etc. No more ambiguity about linguistic, stylistic, and cultural aspects of your translations.

  • Use Redokun's glossary feature to create a glossary and style guide that outlines rules for spelling, grammar, punctuation, terminology, and tone specific to your project.
Redokun glossary feature preview

6. Continuously review and revise

A key benefit of a collaborative translation platform is the ability to review and revise translations in an agile and efficient manner. By involving multiple specialists in the process of editing and QA, you can guarantee accuracy and consistency in the translated content at every stage of the project.

To implement effective review and revision procedures in your collaborative translation projects, it is important to:

  • Plan for review and revision in advance. Identify who will be responsible, set the timeline, and use specific tools.
  • Consider involving in-country reviewers who are familiar with the local market and culture to ensure that the translations are accurate and appropriate for the target audience.
  • Perform regular QA checks. They should include consistency in terminology and formatting, and verify that the translations are free from grammatical errors and typos.
Pro-tip: Ever experienced the headache of having to update a translation that’s already 70% done when there is a last-minute change to the source document?

With Redokun’s revision feature, you don’t have to spend hours poring over Excel sheets and comparing files to spot the places where new words have been added or sentences have been changed. Just upload the latest document version and the system will identify new text that needs translating — saving your team’s time and effort while keeping previous translations intact.


Collaborative translation is an excellent approach if you want to improve the consistency of your translations, reduce costs, and establish a strong presence in global markets.

The key to seamless collaboration is a combination of careful planning, role distribution, agile QA, and smart use of translation software.

Make Redokun part of your collaborative translation efforts and enhance the pace of your global business growth‌. Start your 14-day free trial today and benefit from a quicker and more streamlined translation workflow.

Till next time,


Gabriel Fairman
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