Achieving a 95% reduction in translation costs with Swifteq

Time lost on manual tasks

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Initially brought in in 2021, the Knowledge Manager at this top password management solution had a major task:

Build a help center and set up a self-service strategy that would relieve pressure on the support team and the agents.

At that time, there were no dedicated resources for managing their Zendesk knowledge base, and agents were too busy with day-to-day support tasks to dedicate much time to it.

Always looking to do “more with less” and “find creative solutions” to problems, she first started auditing the existing help center to understand what was working, what was missing, and what was broken or outdated.

Unfortunately, Zendesk doesn’t make this easy, and analyzing and cleaning up their help center required a ton of manual work.

 

“Swifteq is so much easier than doing it in Zendesk.”

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Determined to reduce the burden on the support team and improve the self-service experience for customers, she initially contracted a third-party developer to enhance their Zendesk help center’s ticket form, adding in built-in ticket deflection.

While it helped decrease the volume of tickets a little, it was clunky and far from ideal.

The manual work and suboptimal solutions weren’t enough.

While on the hunt for a Zendesk macro export, she came across Swifteq. It proved to be a game-changer for her and her team. With Swifteq’s free Zendesk macro export, she was able to export all her macros in a spreadsheet to audit them, including the metadata.

“Up until then, we had no easy way to view all the information in one go. Swifteq is so much easier than doing it in Zendesk.”
 

​New features that unlocked efficiency

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This Knowledge Manager was honest: at first, she saw Swifteq as a stopgap tool until they found something else. However, as Swifteq consistently added new features and functionality, it became clear that this would develop into a long-term partnership.

For instance, their help center was full of broken links—and Zendesk had no way to identify them (beyond endless clicking through articles).
 

“It was really hard to find broken links unless you constantly went through and clicked links all the time. Swifteq’s was super easy and user-friendly compared to the other options out there.”

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​When she realized that Swifteq’s Help Center Manager had a feature to detect broken links in the help center’s back-end code, it enabled quick and efficient fixes, making the tool indispensable.
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Saving on translations with AI

 

As a global company, this password management solution provides support in four languages. Their Zendesk help center includes about 300 articles, also translated into four different languages.
 

Those translations?
 

Each one was translated by human translators, which cost a ton of time and money.

When generative AI hit the scene, Swifteq was quick to begin testing an AI-powered help center translation app. As an existing happy customer, this password management solution provider participated in the development and testing of the app, helping shape what would eventually become Help Center Translate.

They had high standards for quality, but after checking with native speakers in the various languages they supported, they consistently found Swifteq’s translations to be of the highest quality, eventually giving them the confidence to go all in on it.

Virtually overnight, they were able to reduce their help center translation costs by 95% by switching to Help Center Translate. Those cost savings have now been deployed into other strategic efforts, like growing their knowledge base team and investing in other AI-powered tools.

 

Using data to support teams and improve self-service

​Zendesk Guide natively allows users to vote on whether a help center article was helpful or not. But it’s a binary indicator—users give a thumbs up or thumbs down, without providing any context.
 

The lack of actionable insights from customers made improvements difficult, so this knowledge manager partnered with Swifteq to develop a custom feedback mechanism that also captures open-ended feedback. The team can now quickly see if there is a problem with a Zendesk article and know why it is getting downvoted.

It’s established a feedback loop with customers, leading to an ever-improving help center and a more scalable customer support operation.

They’re now using Help Center Analytics to answer all kinds of questions about how their Zendesk help center is performing.

And, importantly, this data isn’t just captured — it’s also easily accessible, which was a major breakthrough.

“Getting the ability for other people across the business to access the data — like product specialists working closely with product teams made a big difference,” she says. “They can now self-serve to look at help center analytics whenever needed to show the impact of changes and what customers engage with.”

For instance, by combining the ‘helpfulness score’ and the conversion rate (the percentage of people who viewed an article and then created a ticket) and article views, the team had the insights they needed to act strategically.

 

“The (help center analytics) data allowed us to proactively figure out where we should spend our time.”

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An all-in-one Zendesk help center solution (at last)

​Since this knowledge manager joined the company, her team has grown from one team member to a robust team of content designers, visual designers, trainers, and quality assurance specialists.

This growing team is successfully supporting a growing global business with millions of users across more than 20,000 organizations. While the road hasn’t always been smooth, their partnership with Swifteq has created “a ton of quality of life improvements…it’s eliminated a lot of manual work that’s enabled us to spend time on our most important tasks and priorities.”