Scaling Talkdesk.com across 6 languages with Smartling

Overview

Talkdesk is a global provider of artificial intelligence (AI)-powered customer experience (CX) technology. With customers in finance, healthcare, retail, public sector, education, and other industries worldwide, the Talkdesk website—the company’s digital storefront—must provide an exceptional experience for visitors in every region. 

Challenge

When Talkdesk began exploring the translation and localization of its website, the company quickly realized traditional website translation methods would not be sustainable. The manual process involved duplicating the original English website and sending JSON files for translation, which was time-consuming and prone to errors. This method also posed significant challenges in maintaining accuracy and consistency across multiple languages. Furthermore, the Talkdesk  CMS lacked integration with translation tools, causing delays in updating localized websites. Each update to the English site had to be manually replicated across localized versions, requiring significant developer resources and coordination.

With limited resources to support the multilingual website deployment, relying on manual processes was no longer an option. Talkdesk needed a solution to automate and streamline the localization process, ensuring consistent and efficient outputs across various online materials. The company recognized that a more efficient solution was essential to manage website localization effectively and support its broader international marketing initiatives.

Solution

Smartling’s Global Delivery Network (GDN) provided Talkdesk with a powerful, automated solution to streamline the website localization process. By integrating Smartling’s translation management technology with the Talkdesk headless CMS and marketing tools such as Marketo and Figma, Talkdesk was able to automate much of the localization process. This integration eliminated the need for manual intervention or coding, significantly reducing the time and resources required to launch localized websites.

The GDN allowed Talkdesk to quickly generate localized versions of its content without duplicating the English website or manually sending JSON files for translation. As Talkdesk expanded into new regions, this automation was crucial for launching content in multiple languages at once while ensuring consistency in messaging across markets. The ability to centralize localization tasks improved both operational efficiency and scalability, minimizing the reliance on large development teams and manual workflows. 

Additionally, the GDN offered Talkdesk the flexibility to customize content for specific regional markets, including images, videos, logos, and customer stories. By setting localization rules, Talkdesk could tailor content to meet the needs of local audiences, while Smartling’s translation memory and linguistic asset features ensured consistency in terminology and messaging across all languages.

The implementation of Smartling’s GDN significantly enhanced Talkdesk’s localization and global expansion efforts. Additionally, the time saved through automation allowed the localization manager to extend efforts beyond website translation, supporting a wide array of sales and marketing materials, including campaigns and event materials. This further strengthened the company’s global marketing strategy and enabled it to scale its international presence effectively.