News

OpinionLab adds auto-translate feature to VOC platform

February 1, 2011

OpinionLab, developer of voice-of-customer (VOC) listening technologies, has unveiled a major enhancement to its feedback-translation tool, enabling companies to streamline interpretation of global customer feedback for better identification and service of consumer needs, no matter where customers live or what language they speak. To augment their long-standing comment-card translation tool, which quickly translates comment cards into more than thirty languages, OpinionLab has developed a custom-built language-identification engine that recognizes a comment’s language and automatically initiates translation of feedback into the selected home language.

"When we developed the first opt-in, digital-feedback system over a decade ago, the business landscape was much different. Today, most of our clients have a global presence, with customers worldwide," said Rand Nickerson, CEO of OpinionLab. "By advancing our feedback-translation services, we are helping global companies better communicate and engage with their customers in a range of different languages so that they can generate, understand, and manage multilingual feedback in real time."

According to the company, the custom-built language-identification engine instantly recognizes a comment’s language, then automatically translates each piece of feedback into the selected home language so administrators can read and manage feedback from around the world with no manual translation process. This proprietary system obviates the need for outside language-recognition engines, helping to preserve the intellectual property rights of client comments.

The OpinionLab [+] feedback symbol is a gateway to the patented voice-of-customer methodology adopted by hundreds of the world’s leading brands and used by millions of consumers each month.