Tomedes connects to thousands of international clients with live chat

Industry

Translation services

Location

Beaverton, Oregon; Holon, Israel; London, UK

Brand

Tomedes

Product

Live Chat

The company

Tomedes provides multilingual and technological solutions for businesses ranging from small and medium enterprises to Fortune 500 companies such as Google and Amazon.

Since the translation company’s inception in 2007, Tomedes has been providing language-based services in 120+ languages and 950+ language pairs and now has offices in Europe, the United States, Asia, and the Middle East.

“What differentiates Tomedes from its competitors is how they keep the human element present in every interaction — this is no easy feat, especially for a growing global business operation,” Garcia said. “But for us, this is our primary mantra.”

The challenge

The translation industry has largely embraced online business operations and all of the pros and cons that come with that. The loss of human connection is one of the greatest disadvantages of serving remotely, and it’s only natural that the company turned to live chat as a solution.

“As a remote-first company, our customer support team operates under the follow-the-sun method because we have employees across different time zones,” Garcia explained. “Someone is always available to answer their inquiries and reach us anytime and anywhere.”

Because of this setup, there were several factors Tomedes had to consider when deciding on the right chat platform — one where they could communicate with their clients more efficiently.

They had to determine whether or not the platform could accommodate the high volume of clients contacting them from around the world at a reasonable price. Their customers needed to experience the best in customer support.

Furthermore, Tomedes had experienced integration challenges with other chat apps they had tried. The platforms weren’t versatile when it came to integrating with different operating systems, and that negatively affected their customer support flow.

Time that should have been spent communicating and responding to clients was wasted on troubleshooting the dashboards of the previous platforms. And those platforms only offered virtual chat agents, which Tomedes already had, so it was redundant to hire from them.

"We wanted to stand out from our competitors in providing the best customer support. By personally connecting with our clients, it allows us to better cater to their needs and make lasting impressions."

Rachelle Garcia, the Head of Tech Localization Engineering Department at Tomedes Tweet

The solution

Because Tomedes had an international customer support team, it took time to find the right platform — one with chat and knowledge base features that could easily be integrated into multiple operating systems. It also had to be user-friendly and run a 24/7 customer support team, so team members could immediately contact them if they ever experienced problems.

For Garcia, tawk.to was the best choice for Tomedes as it satisfied the company’s needs for contacting and coordinating with vendors and clients from across the globe.

“tawk.to’s knowledge base feature in their platform helped our clients and vendors find answers to commonly asked questions without having to talk with our customer support and human resource personnel,” Garcia said.

The results

Thanks to tawk.to’s live chat widget, Tomedes is able to respond to its growing number of clients in real-time, and most of those clients prefer to contact them through live chat rather than e-mail or form submissions.

The company’s agents find tawk.to’s interface to be one of the easiest to use among those they’ve tried so far, and that helps them focus on serving the client to the best of their abilities. More importantly, the company is able to assure clients that there’s a real person at the other end listening. And that’s the difference Tomedes needs to continue putting the client at the heart of everything the company does.

Also, not all of Tomedes’ clients speak English, so tawk.to’s automated translation feature allows them to better connect with international clients in any of 45+ languages. Its secure encryption ensures client transactions are always secure, resulting in higher engagement and conversion rates.

“As a translation company, we understand how critical communication is in establishing trust with our clients. So we wanted to make our customer support accessible and reach our clients in the simplest, most authentic way. In choosing a chat platform, you’ll have to decide what qualities you want a platform that’s compatible with how you will customer support team needs, which we found in Tawk.to.”

Tech Localization Engineering Department at Tomedes

Bridging businesses across the globe

Tomedes is in the business of bridging people and companies across the globe by broadening their horizons to include different cultures and languages found in various local and international markets. Building personal connections is part of the trade when providing language-based services in translation, localization, and transactions.

Because of this, it was important for Tomedes to find a platform that could create a more personal customer experience. “With tawk.to, it has become easier for our customers to get in touch without losing the more personal and human side in communication,” Garcia said.

“There might be thousands of other platforms, but for us at Tomedes, if you want to increase conversions and create a personalized, customer-first approach through chat support, then tawk.to is your go-to chat platform.”

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