Localized customer support

Localized customer support is the setup of a system that allows running support in the local language: routing requests by language to the right agent, localized templates and auto-replies, chat/email/forms and a knowledge base (FAQ) in the needed language, and, if needed, translator integration for one-off cases. Honestly about the main distinction, this is key: we do the INFRASTRUCTURE and setup, but the support 'voice' in the language is PEOPLE. Ongoing answers by native speakers/agents are people and hours, i.e. an ongoing resource: either your team or an outsourcing provider (with its cost). We can set up the system, templates, knowledge base and routing, but 'hiring and keeping' native speakers is your operational resource, not a one-off setup. We will honestly say what is included and what is an ongoing cost. Honestly about machine translation: auto-translation of correspondence helps in simple cases, but has limits — on complex/sensitive requests it is risky; we will honestly mark where a human is needed. Honestly about the effect: support in the language increases trust and retention, but we do NOT guarantee direct sales growth by itself. Honestly about maintenance: the knowledge base and templates must be maintained as the product changes. Honestly about access: access to the support system/site is needed. An important boundary: this is support, while translating the site content is 776/777. Picture this: instead of 'the customer writes in their language and gets no clear answer' — a built support system in the needed language. The base setup price starts from 18,000 ₽ (excluding ongoing agent costs); it depends on the channels and languages.

• The customer writes in their language and gets no clear answer.
• Requests in different languages are not routed to the right people.
• No templates and knowledge base in the local language.
• The language barrier in support scares off foreign customers.

• Routing requests by language
• Localized templates and auto-replies
• Chat/email/forms and a knowledge base (FAQ) in the needed language
• Translator integration for one-off cases (where appropriate)
• A clear distinction (setup vs ongoing agents)
• Indicating boundaries (live answers — people, your resource)
• Checking the system on scenarios
• Handover and review with you

• Support is run in the local language through a built system
• Requests reach the right people by language
• Templates and a knowledge base in the language are ready
• Support infrastructure (native-speaker agents — your resource)

• We define channels, languages and who will answer; collect access
• We set up routing, templates, knowledge base, auto-replies
• We check scenarios, honestly distinguish setup and operational costs

• Will you answer customers in their language for us?

  No, this is important to be honest about: we set up the support system (routing, templates, knowledge base, channels), but live answers in the language are people (native speakers/agents). Ongoing voice support is your operational resource: your own team or an outsourcing provider with its cost. We build the infrastructure, not hire agents for you.

• Can we get by with machine translation in support?

  In simple cases auto-translation of correspondence helps, but it has limits: on complex, emotional or sensitive requests it is risky and can do harm. We will honestly mark where auto-translation is enough and where a live person in the language is needed. It is a compromise, not a full replacement.

• What exactly is included in the price?

  Setup of the infrastructure: routing by language, templates, auto-replies, knowledge base, channels. Ongoing costs for native-speaker agents are NOT included — that is your operational resource. We will honestly distinguish so you understand the one-off setup and the recurring costs in advance.