Managing Multilingual Reviews

How to Monitor & Manage Multilingual Reviews within DigiDesk

We have been working with Trustpilot for about a year now and have a number of clients using the DigiDesk / Trustpilot integration. One of our clients has a single domain, with reviews coming in across multiple languages, to include English, French, German and Italian. They asked us to explore multi-lingual and translation options…

This particular client wanted all reviews to display in the platform as English, so that they could benefit fully from automated sentiment analysis and text analytics across ‘all’ customer reviews. However, they still wanted to be able to view the native foreign language text for French, German and Italian reviews, at the click of a button.

Our development team explored a range of translation options, before deciding to work with the Google Translate API. The design team then updated our comments widget to incorporate an interactive country flag, visible in the top-left corner of each foreign language review. By default, all reviews will now display in English, but by clicking on the country flag, the user can switch between English and the native foreign text of the review.

Intuitive Multilingual Analytics

The immediate benefit for the (UK) client was the ability to monitor and read all Trustpilot reviews in their chosen language (of English). In addition, the automated sentiment calculation is accurate, across all languages. And all of the word clouds and keyword tables, set up to monitor key topics and phrases, were accurate and insightful, across all languages.

Trustpilot multilingual analysis, from DigiDesk

Intuitive Multilingual Analytics

The immediate benefit for the (UK) client was the ability to monitor and read all Trustpilot reviews in their chosen language (of English). In addition, the automated sentiment calculation is accurate, across all languages. And all of the word clouds and keyword tables, set up to monitor key topics and phrases, were accurate and insightful, across all languages.

Trustpilot multilingual analysis, from DigiDesk

click-to-translate option from DigiDesk

Click-to-Translate

Finally, this client also wanted the ‘opportunity’ to respond to foreign reviews by using the translation option. Usually, they would turn to a native speaker to respond to French, German and Italian reviews. But, they wanted to present the foreign review in English to an agent and provide the ‘potential’ to craft a response in English and then use a translate option to send a reply in the foreign language.

As a result, we updated our Engagement view to present the foreign review with a country flag to switch between English and the foreign language. The translated text should certainly provide the (English speaking) agent with the context of the review. The agent then has the ‘potential’ to craft a response in English and click [Translate], before sending the reply in the matching language.

Click-to-Translate

Finally, this client also wanted the ‘opportunity’ to respond to foreign reviews by using the translation option. Usually, they would turn to a native speaker to respond to French, German and Italian reviews. But, they wanted to present the foreign review in English to an agent and provide the ‘potential’ to craft a response in English and then use a translate option to send a reply in the foreign language.

As a result, we updated our Engagement view to present the foreign review with a country flag to switch between English and the foreign language. The translated text should certainly provide the (English speaking) agent with the context of the review. The agent then has the ‘potential’ to craft a response in English and click [Translate], before sending the reply in the matching language.

click-to-translate option from DigiDesk

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Start A Conversation That Matters

Book a tour of the DigiDesk’s platform, today

User-level Translation Options

Depending on the brand and client, we have the potential to set up our multi-lingual translation service at a user level. So, if the client and most users are predominantly English-speaking, we would default to the solution described above. However, if certain users are French, German or Italian, we have the potential to keep showing foreign reviews in their native language, without the translation to English.

Here, at DigiDesk, we’re excited about the continued evolution of our Trustpilot integration and (for the record) from an initial discussion with the client, we turned around a proof-of-concept for this work in around 1 week! We want to continue to evolve the solution. So, why not get in touch with us and challenge our team with any potential new and innovative requirements for our Trustpilot channel?

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