Raising CSAT scores by 10% at Microsoft

Even for the biggest brands in the world, multilingual support can be a major hurdle to operations and customer satisfaction. With Unbabel, Microsoft customer advocates are able to do their best work more efficiently than ever — and customers are noticing.

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The secret to multilingual support? Human + AI

For truly global brands like Microsoft, support translation needs to check three boxes: high quality, fast, and scalable. With a powerful blend of human and artificial intelligence, Unbabel has enabled Microsoft to nail that rare trio, conversation after conversation.

The challenge: increase agility, maintain authenticity

Microsoft has always had robust, customer-centric support in every language. But as the Microsoft brand has continued to grow spectacularly around the world, the need for more efficient multilingual support has grown along with it.

Happier customers, smarter operations with Unbabel

In Unbabel’s AI-powered, human-refined translation platform, Microsoft found a way to maximize the efficiency and flexibility of its support operations. With language a non-factor in support workflows, the leading tech brand is able to recruit agents for service experience and domain expertise. Translation? More agile operations and more satisfied customers.

What’s inside

In this case study you’ll find:

  • An overview of industry challenges
  • Insights into different approaches to multilingual CX
  • Microsoft’s before and after story with Unbabel

In short, everything you need to know to scale your customer support operations without sacrificing quality.

  • Chapter 1
  • Chapter 2
  • Chapter 3

Don’t just take our word for it

With Unbabel, we’re able to use resources from the spare capacity in the English queue, which means we can mobilize in hours, rather than weeks or months, to meet the demand.
James Cross, Digital and Service Senior Strategy Manager
Microsoft