Case study content
SupportBox empowered users by involving them in the review process
SupportBox is a helpdesk app for customer service agents with over 600+ users, mainly in Czechia and Slovakia. They offer customer care teams omnichannel communication tools for e-mail, live chat, phone, and social media support.
The Challenge
Many of Supportbox's customers had agents in other countries, so making their platform more accessible to global teams was crucial. Exchanging YAML files for translation wasn't working, as it led to lost data and constant developer involvement in fixing conflicts and damaged files. The company wanted to make this easier and allow their own clients to help with translations in a streamlined way.
The Solution
SupportBox used the Localazy API to upload their previously conflicting YAML files. Strings were sorted out easily, with the team being able to translate their app with the help of MT and other assistive tools.
A selection of eager customers was then invited to the platform to review the translations in their native languages. The final content is automatically downloaded with Localazy CLI and merged with the app before release.
The Result
Adjusting to Localazy was quick for the team at SupportBox: the whole technical process was set up and working in two days. Once permissions and workflows were set, four languages (English, French, German, and Slovak) were fully implemented, while 10 more are in the works to address markets all over Europe.
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