Eventbrite brings the world together through live experiences. From music festivals to business meetups, the online event marketplace makes it easy for organizers to create and promote events through self-service ticketing and payment solutions, as well as access to attendance tracking, entry management tools and more.
Delightful customer support and product innovation are cornerstones of Eventbrite’s offering, which processed over $1 billion in gross tickets sales in 2013 alone. When Eventbrite began their expansion into Europe, Senior Localization Program Manager Patrick McLoughlin turned to Gengo to help their customer support team (affectionately called WeRock at Eventbrite) in Europe provide the same speedy, warm assistance in customers’ native languages.
Limited resources, many languages
Support tickets require a human touch. While machine translation can be used to get the gist of a ticket, it can be unreliable for understanding complex requests and isn’t good for translating responses. Agency translation for thousands of tickets, however, is too slow and expensive.
Before Gengo, Eventbrite’s small team of native language experts handled tickets in their respective languages. However, as operations grew and language needs expanded, the team sought out a more scalable approach. To prevent support ticket volumes and response times from growing, they needed an efficient solution.
Ticket translation, fast
After looking at a few other options, Eventbrite chose to use Gengo for help with support across French, German, Spanish and Italian. Instead of relying on machine translation and funneling tickets to different representatives based on language ability, members of their small team could now tackle tickets as they came in.
By tapping into Gengo’s skilled crowd of translators, Eventbrite could continue to deliver delightful service while keeping costs down. Tiered pricing allowed the team to pay only for what they needed, using one quality level for basic inquiries and another for more sensitive responses, like those around payment problems. Importantly, Gengo’s speed also helped Eventbrite consistently meet their promise of a 24-hour support response time.
The team continues to trust Gengo for high quality support ticket translation as they help customers create and find stellar events around the world.
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