The journey of a translated live chat session

Not all visitors landing on your site will speak English. Equally, not everyone using your live chat solution will be typing in your language of choice.

With real-time live chat translation, however, those language differences don’t present a problem. Your customers can chat in their own native language, while you type back in yours. But how does that work, exactly?

To help give you an idea of how chat translation works in practice, we’ve outlined the 10-step journey of a translated live chat session.


~ Launching the chat ~

1. The visitor enters your website. WhosOn tracks this entry in real-time.

2. Next, WhosOn detects the visitor’s language. It does this using the GeoIP from the visitor browser setting.

3. WhosOn can then change the chat button based on the visitor’s language. So, an English-speaking visitor might see, “Click here to chat live”. A visitor from Russia, meanwhile, could see, “Живой чат”. This is an optional step, based on your configuration.

4. The visitor goes on to click the chat button. They are then presented with a pre-chat survey, which is customisable based on language. Here, the visitor will confirm details such as their name and reason for contact. They can also choose the chat language they’d like to proceed with.

5. After receiving the pre-chat survey, WhosOn routes the chat request to the most appropriate agent. This routing works on factors such as language, department, and skillset.

~ The translated live chat session ~

6. At this point, the translated live chat session begins in earnest. The conversation starts, and each message is translated back and forth between the agent and the visitor. This happens smoothly, in real-time. So, both parties see and send messages in their own language, with no translation delays.


~ Ending the chat ~

7. When the chat winds to a close, the visitor exits the session. WhosOn then generates a transcript that contains both the original and translated text.

8. Next, WhosOn makes sure the chat transcript is securely stored. Depending on your setup, WhosOn can push each transcript into an onsite database or into your CRM. This step happens invisibly and automatically in the background.

9. After closing the session, WhosOn displays a post-chat survey for the visitor to (optionally) complete. Here, they can score the agent and the service, or answer any feedback questions you might have. They can also request to receive a copy of their live chat transcript via email.

10. Finally, WhosOn calculates an overall chat sentiment score. It does this using a combination of keyword analysis and post-chat survey data. So, you can see just how well your translated live chat session went in terms of customer satisfaction.


Get started with your own translated sessions

This is an example journey, and there may well be more (or less) steps in the story of a translated live chat session. The above, however, is a pretty standard pattern. And it really is that straightforward.

Why not try it for yourself? To start exploring real-time live chat translation in your own company, start your free trial of WhosOn today.


Useful links

Real-time live chat translation

The internal benefits of chat translation

The babel fish and your live chat solution