An international retail brand entrusted Armatis with its European email support. Result: 95% customer satisfaction by the second month, from a single hub in Gdansk.
| 95% | 40+ | ~10 | 1 |
|---|---|---|---|
| customer satisfaction by month two | languages covered | agents | multilingual hub (Gdansk) |
Running multilingual customer support? Talk to our teams.
The project at a glance
| Sector | Retail and e-commerce |
| Channel | Email (back office) |
| Armatis site | Gdansk, Poland |
| Scope | Customer requests from across Europe, 40+ languages |
| Team | About ten agents |
| Partnership | Recent |
| Technology | Contextual translation tool from Armatis Technology_ |
The context: answering customers in 40+ languages
A retail brand present across Europe receives emails in dozens of languages. Every customer expects a clear answer, in the right tone, true to the brand’s image.
The brand entrusted Armatis with these requests, handled from a single multilingual hub in Gdansk. The challenge: delivering high-quality written support in all of these languages with a small team. This project is part of our omnichannel customer service offering, here on the email channel.
The challenges
| Challenge | What it meant |
|---|---|
| High-quality written support in dozens of languages | Covering a very broad language scope with a small team |
| Consistent, accurate translations | Preserving meaning, tone and consistency across replies |
| High satisfaction from launch | Meeting expectations from the first weeks |
| Tailored onboarding and processes | Building them specifically for this client |
Our approach: AI-assisted multilingual email support
1. A proprietary contextual translation tool
Armatis integrated its AI-powered translation tool, developed by Armatis Technology_. It does not translate word for word: it takes context into account to ensure relevance, tone and brand alignment.
2. AI-assisted written communication
Agents rely on the tool to write replies in the customer’s language, which lets a small team handle a large number of languages.
3. Multilingual agents trained on translation workflows
Agents were trained to use the tool effectively in their daily work.
4. Training materials co-designed with the client
Armatis worked closely with the brand’s teams to develop customised training materials.
5. A single hub for all of Europe
All requests are handled from one site, which simplifies steering and keeps service consistent.
The results
| Result | Detail |
|---|---|
| 95% customer satisfaction | Reached by the second month of operations |
| 40+ languages | Covered with about ten agents |
| Smooth onboarding | Close collaboration with the client’s teams |
| Appreciated launch | Client satisfied with execution and quality level |
| Scalable model | Ready to absorb more volume in high season |
Who is this model for?
This type of set-up suits the following situations:
- You sell or operate in several countries and receive requests in many languages.
- You want high-quality written support without hiring a team per language.
- You want a single entry point to steer the quality of your support.
- You expect seasonal volume peaks.
If you recognise yourself in any of these, talk to our teams to review your scope.
Frequently asked questions
How many languages can a small team cover?
In this project, 40+ languages are covered by about ten agents, thanks to an AI-based contextual translation tool.
What is contextual translation?
It takes into account the context of the request, the tone and the brand identity, where a word-for-word translation can alter the meaning.
How does Armatis prepare agents for this type of project?
Through customised training materials designed with the client’s teams, and by training agents on translation workflows.
Can the set-up handle activity peaks?
Yes, the model is scalable and ready to absorb more volume in high season.
Where is the support operated from?
From the Armatis site in Gdansk, Poland, which handles requests from across Europe.
Need to structure multilingual support?
Let’s talk about your languages, volumes and quality objectives: contact our teams.
