SUPPORT

Guess what? Gengo doesn’t have a perfect service. Despite all our of quality control, our translators' care and attention to detail and our smart customers, things sometimes go wrong. When that happens, our Support team is there

to help translators with files, guide customers on how to place orders, fix issues when something goes wrong in our system or just provide general information on Gengo. As we grow, bugs are fixed and our system continually develops,

but the need for support will always be there, and we've made a commitment to keep improving it with technology and people. On this page you can see how we measure our progress.

Guess what? Gengo doesn’t have a perfect service. Despite all our of quality control, our translators' care and attention to detail and our smart customers, things sometimes go wrong. When that happens, our Support team is there to help translators with files, guide customers on how to place orders, fix issues when something goes wrong in our system or just provide general information on Gengo. As we grow, bugs are fixed and our system continually develops, but the need for support will always be there, and we've made a commitment to keep improving it with technology and people. On this page you can see how we measure our progress.

Weeks Months

SATISFACTION AND FIRST RESPONSE TIME

The two key metrics for Gengo's Support team are First Response, which measures on average how long it takes us to respond to user requests, and Satisfaction, which shows what percentage of users give us a positive feedback rating after receiving support. As you can see, we've kept our Satisfaction rating consistently high over the past year, while dramatically reducing our First Response. This means that Gengo users get the same high-quality support, but only have to wait minutes, not hours. As a comparison, Zendesk benchmarks companies

in the same industry as normally achieving an 85% Satisfaction rating and an average First Response of 20 hours!

So, how do we make this work? Behind the scenes, Gengo has an internal support lead, and a team of agents around the world who respond to customer requests in five different languages. With this team, we're able to respond to requests whatever the time of day, whatever the day of the week. Each agent is trained on Gengo's systems on the Customer and Translator

side and knows where to look when they don't know the answer. Technical requests about our API are either answered by agents or passed to our Technical Support lead or Integrations team for in-depth responses. When not answering tickets, our team creates support articles, how-to guides and other information to help users before they contact support and generally improves our support infrastructure. A recent addition we've made is Live Chat, which allows users to chat directly with a support agent while in the middle of a task on the site.

The two key metrics for Gengo's Support team are First Response, which measures on average how long it takes us to respond to user requests, and Satisfaction, which shows what percentage of users give us a positive feedback rating after receiving support. As you can see, we've kept our Satisfaction rating consistently high over the past year, while dramatically reducing our First Response. This means that Gengo users get the same high-quality support, but only have to wait minutes, not hours. As a comparison, Zendesk benchmarks companies in the same industry as normally achieving an 85% Satisfaction rating and an average First Response of 20 hours!

So how do we make this work? Behind the scenes, Gengo has an internal support lead, and a team of agents around the world who respond to customer requests in five different languages. With this team, we're able to respond to requests whatever the time of day, whatever the day of the week. Each agent is trained on Gengo's systems on the Customer and Translator side and knows where to look when they don't know the answer. Technical requests about our API are either answered by agents or passed to our Technical Support lead or Integrations team for in-depth responses. When not answering tickets, our team creates support articles, how-to guides and other information to help users before they contact support and generally improves our support infrastructure. A recent addition we've made is Live Chat, which allows users to chat directly with a support agent while in the middle of a task on the site.

SATISFACTION COMMENTS

Below you can see specific comments from all users about the support they received. As part of our commitment to Open Data, these comments are anonymized but completely unedited save for personally-identifiable information. You can see positive responses in green and negative responses in red. As part of our commitment to kaizen, Gengo follows up whenever a negative response is received to get to the heart of the issue.

Below you can see specific comments from all users about the support they received. As part of our commitment to Open Data, these comments are anonymized but completely unedited save for personally-identifiable information. You can see positive responses in green and negative responses in red. As part of our commitment to kaizen, Gengo follows up whenever a negative response is received to get to the heart of the issue.