{"id":90334,"date":"2024-10-02T11:06:03","date_gmt":"2024-10-02T09:06:03","guid":{"rendered":"https:\/\/phrase.com\/?post_type=case-study&p=90334"},"modified":"2025-11-05T21:35:36","modified_gmt":"2025-11-05T20:35:36","slug":"zendesk","status":"publish","type":"case-study","link":"https:\/\/phrase.com\/customers\/zendesk\/","title":{"rendered":"Zendesk Empowers New Connections through Global Scalability and Superior Localization"},"content":{"rendered":"\n
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Founded in Copenhagen, Denmark, in 2007, Zendesk<\/a> aims to bring a sense of calm to the chaos of customer service.<\/strong><\/p>\n\n\n\n

Now headquartered in San Francisco, Zendesk\u2019s software-as-a-service products are designed to simplify business complexity and help companies make connections with their customers. Zendesk\u2019s products now extend beyond customer service to sales and employee experience. More than 100,000 companies in 160 countries and territories use Zendesk\u2019s products, and its global workforce tops 5,000 employees.<\/p>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n

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CHALLENGE <\/h2>\n\n\n\n

A Strategic Localization Partner For Rapid Expansion<\/strong><\/p>\n\n\n\n

Ease of use, a wide variety of channel solutions, extensive integrations, and AI have helped make Zendesk a leader in customer support software. Zendesk began implementing international solutions in its early days and now supports close to 31 languages including 5 variants. This has resulted in localization becoming a key aspect of the company\u2019s business strategy and success.<\/p>\n\n\n\n

Zendesk\u2019s localization team translates all manner of content related to Zendesk\u2019s products, including UI labels, knowledge base articles, legal materials, video, images, customer surveys, training and more. Zendesk\u2019s translation processes were managed by external vendors without significant visibility into the workflow. <\/p>\n<\/div>\n<\/div>\n\n\n\n

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As Zendesk expanded globally, its manual processes became increasingly untenable. The company required a solution that could scale with its rapid growth.<\/p>\n\n\n\n

\u201cWe wanted to make sure we could work flexibly with different partners and scale as needed,\u201d explained Yoko Drain, Senior Director of Product Globalization at Zendesk.”
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Zendesk wanted to own, maintain, and control its Translation Memories (TM). It also needed greater access to its localization data in order to make better-informed decisions and strengthen its localization processes to improve costs, efficiency, and quality.\u00a0<\/p>\n\n\n\n

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“We support around 31 languages including 5 variants and operate in multiple markets worldwide, and we are continuing to expand. The complexity of managing this without visibility and control can be overwhelming.”<\/em><\/strong><\/p>\n\n\n\n

\"Yoko<\/figure>\nYoko Drain,<\/strong> Sr Director of Product Globalization, Zendesk<\/cite><\/blockquote>\n<\/div>\n\n\n\n
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SOLUTION<\/h2>\n\n\n\n

Zendesk Enhances Global Reach with Integration of AI-Powered Phrase Platform<\/strong><\/p>\n\n\n\n

To meet its localization goals, Zendesk selected Phrase and initially implemented several components of Phrase\u2019s enterprise Localization Platform.<\/a> Subsequently it introduced the plugin for the collaborative design tool Figma<\/a>, which enabled Zendesk\u2019s design team to test localized designs across different languages.
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Zendesk and Phrase went on to formalize their partnership that led to a successful integration between the two platforms. This integration allows Zendesk customers to localize their help center content. <\/p>\n\n\n\n

As part of its five-year AI roadmap, Phrase has expanded its offerings within the Zendesk ecosystem by introducing Phrase Language AI for Zendesk Support to translate conversations between customers and agents in real-time. This solution enables customer support agents to communicate in any language with fast, reliable, and high-quality translations, significantly saving time and reducing costs.<\/p>\n\n\n\n

\u201cAdvanced Analytics from Phrase helps us see the health of our assets, monitor TM leverage, and understand the quality of machine translation outputs. This allows us to schedule engine training cycles based on AI-driven insights,\u201d\u00a0states In Ju Woo, Director of Product Globalization.<\/strong><\/p>\n<\/div>\n\n\n\n

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“We needed a solution that could scale with our business, offer transparency, and provide detailed insights into our translation processes. Phrase checked all these boxes and more.”<\/strong><\/em><\/p>\n\n\n\n

\"In<\/figure>\nIn Ju Woo,<\/strong> Director of Product Globalization, Zendesk<\/cite><\/blockquote>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n
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STATS & FACTS<\/h2>\n\n\n\n

Explore the measurable impact of Phrase on Zendesk\u2019s operations<\/h2>\n\n\n\n
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96%<\/p>\n\n\n\n

time saved pre- and post-editing distance analysis<\/p>\n<\/div>\n<\/div>\n\n\n\n

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>25%<\/p>\n\n\n\n

cost reduction moving from human to machine translation<\/p>\n<\/div>\n<\/div>\n\n\n\n

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100%<\/p>\n\n\n\n

improvement in the visibility of localization processes<\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n

WHY PHRASE?<\/h2>\n\n\n\n

Zendesk chose Phrase after evaluating several technology solutions. The decision was influenced by Phrase\u2019s roadmap, focus on automation, user-friendly interface, Advanced Analytics, and strong API capabilities.<\/p>\n\n\n\n

Yoko notes:\u00a0\u201cWith Phrase\u2019s AI capabilities, we can monitor and QA the quality of translations more effectively. The AI solutions help us identify areas that need improvement and ensure our translations meet the required standards\u201d.<\/strong><\/p>\n\n\n\n

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“Our partnership with Phrase helps us make the right decisions and helps with anything new that comes up. We have an open dialogue, and I trust Phrase to have the right solutions at the right time, so that we can grow with Phrase.”<\/strong><\/em><\/p>\n\n\n\n

\"Yoko<\/figure>\nYoko Drain,<\/strong> Sr Director of Product Globalization, Zendesk<\/cite><\/blockquote>\n<\/div>\n\n\n\n
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BENEFITS<\/h2>\n\n\n\n
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Superior<\/strong><\/strong> Insights<\/strong><\/strong><\/h4>\n\n\n\n

The Phrase Platform gives Zendesk 100% visibility into its localization processes. The company can easily manage a range of content types, update existing workflows, creating new workflows as needed.<\/p>\n<\/div>\n<\/div>\n\n\n\n

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Improved Quality and Consistency<\/strong><\/h4>\n\n\n\n

In Ju mentions,\u00a0\u201cWe now have full control over our translation memory, ensuring high-quality translations and consistent terminology usage across all languages. This has been a game-changer for us.\u201d<\/strong><\/p>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n

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Game-changing Automations<\/strong><\/strong><\/h4>\n\n\n\n

With Phrase, Zendesk is well on its way to automating many of its manual localization processes. Automating previously manual processes using preset tools within Phrase resulted in 100% improvement for some areas.<\/p>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n

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Impressive Time and Cost Savings<\/strong><\/strong><\/h4>\n\n\n\n

Advanced Analytics has enabled Zendesk to cut localization project analysis time from hours to minutes, achieving a 96% time saving. Additionally, shifting from human to machine translation with Phrase has reduced translation costs by over 25%, further boosting efficiency.<\/p>\n<\/div>\n<\/div>\n\n\n\n

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Flexibility and Scalability<\/strong><\/strong><\/strong><\/h4>\n\n\n\n

Since 2019, Zendesk\u2019s revenue has surged by over 164% with new products and market expansions. As Zendesk\u2019s trusted localization technology partner, Phrase has streamlined processes, accelerated time-to-market, and ensured high-quality translations. This support has enabled Zendesk to scale at speed and integrate acquisitions seamlessly.<\/p>\n<\/div>\n<\/div>\n\n\n\n

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\"Zendesk_Workforce_Management\"<\/figure>\n<\/div>\n\n\n\n
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CONCLUSION<\/h2>\n\n\n\n

Zendesk + Phrase = Driving Global Scalability and Superior Localization<\/strong><\/p>\n\n\n\n

The partnership between Zendesk and Phrase has significantly enhanced Zendesk\u2019s ability to scale rapidly, supported by superior localization capabilities, enabling it to deliver high-quality customer support globally.<\/p>\n\n\n\n

Zendesk is testing the most recent Gen AI innovations from Phrase and is always excited about Phrase\u2019s product roadmap. It plans ahead to test new products that will be released in the future.\u00a0\u201cOur operations grow together with what Phrase can offer and there are always new innovations planned, so we are looking forward to seeing more exciting capabilities,\u201d\u00a0says In Ju.<\/strong><\/p>\n\n\n\n

Zendesk is also considering a Zendesk-Phrase connector. Zendesk has its own tool internally, but with use cases changing, a connector could potentially cover most of those needs.<\/p>\n\n\n\n

With Phrase, Zendesk expects to add even more automations in the future to stay ahead of the newest developments in the space, particularly in AI and MT (Machine Translation).<\/p>\n<\/div>\n<\/div>\n\n\n\n

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Phrase gives Zendesk<\/a> the ability to automate many processes, allowing us to use AI solutions effectively. With the right automation in place, we can scale our operations further and continue to improve quality.<\/p>\n\t\t<\/div>\n\t\t

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\n\t\t\t\t\tYoko Drain\t\t\t\t<\/p>\n\n\t\t\t\t

\n\t\t\t\t\tSr. Director of Product Globalization at Zendesk\t\t\t\t<\/p>\n\t\t\t<\/div>\n\t\t<\/div>\n\t<\/div>\n\t<\/div><\/div><\/div><\/div>\n\n\n\n

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Ready to get started?<\/strong><\/h2>\n\n\n\n

Reach a wider audience and build deeper connections today.<\/p>\n\n\n\n

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Book a demo<\/a><\/div>\n\n\n\n
See pricing<\/a><\/div>\n<\/div>\n<\/div>\n","protected":false},"excerpt":{"rendered":"

Zendesk strengthened its global scalability and operational efficiency by integrating Phrase’s AI-powered language technology platform into its workflows. The company gained full visibility and control over multilingual content operations, achieving 96% time savings and a 25% cost reduction. With automation and analytics driving quality and consistency across 31 languages, Zendesk can now scale faster, support new markets with confidence, and deliver superior customer experiences worldwide.<\/p>\n","protected":false},"featured_media":90371,"parent":0,"template":"case-study-refresh","case-study-tag":[116],"class_list":["post-90334","case-study","type-case-study","status-publish","has-post-thumbnail","hentry"],"acf":{"landing_page":[],"search_content_type":"Customer story","image":false,"copy":"","link":{"title":"","url":"https:\/\/phrase.com\/customers\/zendesk\/","target":""},"case_study_logo":{"ID":882,"id":882,"title":"Zendesk_logo","filename":"Zendesk_logo.svg","filesize":3425,"url":"https:\/\/phrase.com\/wp-content\/uploads\/2022\/08\/Zendesk_logo.svg","link":"https:\/\/phrase.com\/home\/zendesk_logo\/","alt":"Zendesk logo | Phrase","author":"6","description":"","caption":"","name":"zendesk_logo","status":"inherit","uploaded_to":520,"date":"2022-08-02 20:38:49","modified":"2022-08-23 14:55:01","menu_order":0,"mime_type":"image\/svg+xml","type":"image","subtype":"svg+xml","icon":"https:\/\/phrase.com\/wp-includes\/images\/media\/default.png","width":152,"height":34,"sizes":{"thumbnail":"https:\/\/phrase.com\/wp-content\/uploads\/2022\/08\/Zendesk_logo.svg","thumbnail-width":152,"thumbnail-height":34,"medium":"https:\/\/phrase.com\/wp-content\/uploads\/2022\/08\/Zendesk_logo.svg","medium-width":152,"medium-height":34,"medium_large":"https:\/\/phrase.com\/wp-content\/uploads\/2022\/08\/Zendesk_logo.svg","medium_large-width":152,"medium_large-height":34,"large":"https:\/\/phrase.com\/wp-content\/uploads\/2022\/08\/Zendesk_logo.svg","large-width":152,"large-height":34,"1536x1536":"https:\/\/phrase.com\/wp-content\/uploads\/2022\/08\/Zendesk_logo.svg","1536x1536-width":152,"1536x1536-height":34,"2048x2048":"https:\/\/phrase.com\/wp-content\/uploads\/2022\/08\/Zendesk_logo.svg","2048x2048-width":152,"2048x2048-height":34},"svg":"\n\n\n\"Zendesk"},"header_video_type":"none"},"taxonomies":[{"term_id":116,"name":"Technology","slug":"technology","term_group":0,"term_taxonomy_id":116,"taxonomy":"case-study-tag","description":"","parent":109,"count":25,"filter":"raw"}],"_links":{"self":[{"href":"https:\/\/phrase.com\/wp-json\/wp\/v2\/case-study\/90334","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/phrase.com\/wp-json\/wp\/v2\/case-study"}],"about":[{"href":"https:\/\/phrase.com\/wp-json\/wp\/v2\/types\/case-study"}],"version-history":[{"count":38,"href":"https:\/\/phrase.com\/wp-json\/wp\/v2\/case-study\/90334\/revisions"}],"predecessor-version":[{"id":126468,"href":"https:\/\/phrase.com\/wp-json\/wp\/v2\/case-study\/90334\/revisions\/126468"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/phrase.com\/wp-json\/wp\/v2\/media\/90371"}],"wp:attachment":[{"href":"https:\/\/phrase.com\/wp-json\/wp\/v2\/media?parent=90334"}],"wp:term":[{"taxonomy":"case-study-tag","embeddable":true,"href":"https:\/\/phrase.com\/wp-json\/wp\/v2\/case-study-tag?post=90334"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}