Recommendations for multi-lingual organisations/Q&A pairs

Jennifer Hunt

We're an organisation that has several languages in play. Our primary is English, however we tune our sales approach to the customer and market as appropriate (e.g. Japanese is 100% used when dealing with prospects in Japan).

For our answer library, I've noticed the translation tool for Q&A pairs creates a new pair. I would have thought for neatness, it'd be better to keep it in one pair and have the translations as alternative questions and answers? I was also thinking of using tags to denote the available locales on a Q&A pair, but keep English as the primary.

Is there something I might be missing?

Thanks in advance!

Pablo Ojeda

We have discovered that it is generally more effective to produce a distinct translation for several reasons.

Auto-respond tools are better able to provide accurate responses when there are fewer alternative questions to consider.

You can easily bulk translate vast amounts of content and have native speakers review and take ownership of it.

When you translate content, it is automatically linked to the original, and the language category is also added automatically. This way, you can filter by language easily.

Finally, owners have the option to subscribe to the original Q&A pair and translations so that they can receive notifications in case any changes are made to either of them.