Unbabel, the AI-powered, human-refined translation platform that enables multilingual customer service at scale, today announced a partnership with TuneCore, the leading independent digital music distributor, owned by Paris-based Believe.
TuneCore works with independent artists from all over the world, at all stages of their careers, paying artists 100% of revenue earned from streaming and store partners such as Spotify, Apple Music and Deezer. As a global company, TuneCore receives inquiries in artists’ local languages, many of them technical and music-specific. The company’s previous combination of native speakers, a BPO partner, and Google Translate for one-off requests was cumbersome, sometimes delaying ticket responses for weeks, or issuing inaccurate translations. After pivoting to Unbabel for Zendesk, Unbabel was able to address tickets that used to take weeks within a single day, sometimes hours.
“TuneCore is committed to providing best-in-class services to support independent artists worldwide at all stages of their careers. We have prioritized meeting our artists’ diverse local needs in their native language and are proud to be the leading multilingual competitor in the industry,” said Andreea Gleeson, chief revenue officer at TuneCore. “As the company continues to expand globally, it’s important to utilize efficient, high quality and innovative ways of communication. With the help of Unbabel, we are able to streamline all multi-language emails from our artists, and cut down response times dramatically.”
Within their existing Zendesk workflows, the TuneCore support team receives multilingual support requests that are translated by the Unbabel AI. Human support specialists then review responses and provide the touches needed to personalize them. Tickets that used to take weeks to turn around, are able to be addressed in one day. As a result, customer satisfaction scores have increased by 5%, SLAs lifted to the high 90s and TuneCore went from supporting five languages to helping artists in 29 languages.
“Unbabel has a mission of offering multilingual support at scale,” said Vasco Pedro, co-founder and CEO at Unbabel. “The fact that TuneCore was able to transition to a fully distributed team during a critical time this year, while scaling global support operations across languages, is a testament to the success of our mission.”
To learn more about TuneCore’s success, visit https://resources.unbabel.com/case-studies/tunecore.