Jonckers Translation & Engineering - Award for Innovation in Customer Service

Company: Jonckers Translation & Engineering, Brussels, Belgium
Company Description: Jonckers is a global leader in language platform technology and multilingual solutions. Founded by Marc Jonckers in Belgium in 1994, the company now has offices in 10 countries and a global workforce of 167 employees, with the headquarters remaining in Brussels to this day.
Nomination Category: Customer Service & Call Center Awards Achievement Categories
Nomination Sub Category: Award for Innovation in Customer Service - All Other Industries

Nomination Title: Jonckers’ innovative service goes beyond standard translation

Jonckers was established in 1994 and has over 26 years’ experience providing innovative translation & localization solutions to international companies, working with the likes of Amazon, Microsoft, Adobe, Marriott International, and Samsung.

In 2015 Jonckers developed its own cloud-based, AI translation platform called WordsOnline, in order to reduce costs and translate large volumes within a small timeframe. WordsOnline combines machine translation with Jonckers’ own expert linguistic community; this fusion of AI and human translation offers the speed and agility of technology alongside the authenticity and attention to detail of the human eye.

In 2021, Jonckers launched two innovative, industry-interrupting services via the WordsOnline platform: ‘Translate Now’ and a translation subscription service. ‘Translate Now’ is an instant ordering service that allows customers to upload the documents that need translating and pay directly online. The translation subscription service is the first of its kind in the translation & localization industry, and allows customers to set up a recurring monthly or yearly subscription based on the volume of wordstranslated each month.

One of our clients is an international insurance agency. Over the past two years we have developed innovative workflows and solutions to help them provide top-rate customer service across several languages. We assist this insurance agency in two key ways: by translating their customer assistant portal queries, and translating documents required for travel insurance claims.

Customer assistant portals require 24/7 support, and the user submitting a query must receive an accurate response in their source language, using the terminology they used in their request. Jonckers overcame these challenges by making use of our AI-powered translation platform, WordsOnline. A human assistant receives the query and submits the translation request in WordsOnline, where it is first translated using neural machine translation, and is then post-edited by our expert linguists. Our linguists are trained to use the original query’s terminology and we have linguists all around the globe to be able to provide 24/7 support.

As holidaymakers often travel to foreign countries for their vacation, travel insurance claims often include documents in foreign languages. These documents are usually between 1-10 pages long. Jonckers supports our client in processing these claims by having our linguists provide a summary in English, rather than translating the full document. The linguists have also been trained to add ‘sticky-notes’ to the documents that point out the most important information. We only send back the information that matters, so that our client’s employees can proceed with the claim right away.

Translation and localization is ultimately about facilitating good communication, and good communication is at the heart of customer service. Not only does Jonckers provide an excellent service to our own customers by coming up with original, creative solutions, we in turn improve their customer service by making it accessible in more languages, to more users around the world.

By ensuring we have linguists working in all time zones around the world, our insurance agency client can provide 24/7 coverage for their customer portal in all required languages. Making use of WordsOnline and our AI-powered processes means our average reply rate for these queries is 30 minutes – the maximum reply time is 2 hours on a weekday and 3 hours at the weekend. Our record is just 3 minutes between receiving the request and us delivering the translated answer!

When it comes to our work on travel insurance claims, we receive an average of 300 files each day, many of which must be translated and returned on the same day. Our forward-thinking ‘sticky-note’ approach and use of automation meant that - in 2020 alone - Jonckers was able to process almost 90,000 files for this insurance company. The vast majority of these files (70,000 documents) were delivered back to the customer in just 4 hours, with the largest files needing just a couple of days.

Jonckers’ consultative approach increases our own customer satisfaction scores, while improving the customer service capabilities of our clients.

Portal Queries Case Study (attached)- explains in detail how Jonckers helps our insurance company client to answer customer portal queries in multiple languages.

Insurance Case Study(attached) -explains in detail how Jonckers helps our insurance company client to process travel insurance claims when the documentation is in another language.