Managing Multilingual Reviews
We have been working with Trustpilot for about a year and have several clients using the DigiDesk / Trustpilot integration. One of our clients has a single domain with reviews across multiple languages, including English, French, German and Italian. They asked us to explore multi-lingual and translation options…
This particular client wanted all reviews to be displayed in the platform in 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 various translation options before using the Google Translate API. The design team then updated our comments widget to incorporate an interactive country flag 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
Click to translate
Finally, this client also wanted the ‘opportunity’ to respond to foreign reviews 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 study in English to an agent and provide the ‘potential’ to craft a response in English and then use the translation 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 undoubtedly provide the (English-speaking) agent with the context of the review. The agent has the ‘potential’ to craft a response in English and click [Translate] before sending the reply in the matching language.
User-level translation options
Depending on the brand and client, we can 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 one week! We want to continue to evolve the solution. So, why not contact us and challenge our team with potential new and innovative requirements for our Trustpilot channel?
To find out more about DigiDesk, including Multilingual Translation and Online Review Management, please get in touch with us here…
