Google Translate - dont show (translated) in brackets

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17 Comments

  • Maria
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    I want this too. Just add a checkbox to make this optional, its 30 min work.

    We updated Zendesks deprecated Google Translate Plugin to include a lot of new features. If you add this, we could make the Zendesk Google Translate plugin available on the zendesk store free of charge.

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  • Yunen Yeo
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    Hi Marc,

    Thank you for your feedback, and it will be great if we can be civil in our conversations and refrain from name-calling.

    The (translated) is important in my opinion, as we use Google Translate for translations, and is really different from a native speaker typing the messages in the languages being translated. Having the original message with (translated) text helps the end user have proper expectations and do not demand the same level of language skills as a native speaker.

    Also, I have had experience where the end-user turned out to be bilingual, and when he sees the original text, he chimed in saying that he is ok with using English to converse rather than us using a translation service which will cause meanings to be lost in translations.

    With that said, we will investigate further if this is indeed benficial to our end-users and agents, and whether to make it an option for agents to choose is indeed the best way. A lot of times, something that looks really simple may have additional complexity unaware by people not involved.

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  • Maria
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    Hey Yunen,

    not Marc here, but I totally understand your point.

    Nevertheless I think your paying customers should be able to decide theirselves what they prefer (e.g. via a settings checkbox).
    It would be really nice if you just could check with your dev team how much work it would be to implement this; we are even willing to pay for this change.

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  • Yunen Yeo
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    Hi Maria,

    Unfortunately, our team has no bandwidth to redesign this at the moment, and we will definitely keep your feedback in mind, and try to plan it into our roadmaps in the future.

    However, I would still like to understand why this is so important to you? Do you have end-users complaining that it's confusing see two of the same messages in different languages? 

     

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  • Marc
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    Hey Yunen,

    this is extremely important, as this has a huge influence on conversion. We tested Google Translate in a new tab & copy/paste vs zopims integrated Google Translate, and the first had a much higher positive effect on conversions - and that is why people buy zopim - to grow & increase sales via a improved customer service.

    I guess the reason there is a even more positive effect on conversion is, that people think you are a local company (especially important in Europe) - see e.g. why Unbabel (human-proofed machine translation for support tickets) received millions of funding from Google - bc this is what people care about - even if it is only an illusion.

    I cannot imagine any issue more pressing, than a feature that directly increases your customers' revenue.


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  • Maria
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    Pretty much my opinion.

    Especially since Zendesk itself has this checkbox to make this optional for ALL translation plugins available (even Zendesk own created already deprecated ones)... I guess people from/developing for your parent Zendesk, know why they included this.

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  • Yunen Yeo
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    Hey Marc & Maria,

    Thanks for elaborating and letting us know why this is important to you. The information you have provided is useful for us and we will keep this in consideration.

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  • Miguel
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    Hi

     

    I had already opened the same request on Zendesk support here.

    Skype already auto translates the text, but the original text is just hidden to the user, but the user can know that the text is a translation because there is a link that says (message translated), and the user can view the original text by clicking the link.

    I honestly think this is the best approach. The user knows that the text has been translated, but the user does not see the original text unless he wants to, therefore uncluttering the chat window and keeping it clean.

    To many users, there's no point in seeing the original text as they don't understand it. And if they want to see it they can (by clicking the link), and if they prefer to speak in english they can say so then.

    I don't know, to me it's a total no-brainer. Right now, the auto-translation feature adds so much 'noise' that for us it makes it unusable.

    Regards.

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  • Yunen Yeo
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    Hi all,

    Thanks for clarifying and elaborating on why this is important for you and your customers. I understand your point of view, but at this moment, we have no plans to change this behaviour at this moment. We will keep this feedback in mind, when we do have some time free up to think about the widget UI.

    Thank you all :)

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  • Miguel
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    Hi, is there any update on this?

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  • Ramin Shokrizadeh
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    Hi Miguel,

    No changes to the roadmap on this item, not planned for at least the next 6 months.

    Thanks,

    Ramin

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  • Snowcloud MX
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    I have to agree with Marc. I am not pleased with the way the translation appears, I think it might confuse customers, but it will definitely clue them in to the fact that I am a foreigner, which is not what I want them to know about me right from the get go. I suppose they might figure that out due to google translate not being perfect, but the two messages and the (translate) beneath them only add to their impression of me as a foreigner. 

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  • Duncan
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    Any update on this - I was asked specifically by a customer if I could turn this off this morning (hence looking for this thread!)

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  • Ramin Shokrizadeh
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    Hi Duncan,

    No update for this point, unfortunately.

    If you want to build a custom widget using the Web SDK, you can in theory filter out the chat log by matching the timestamp of the messages and the use the parenthesis.

    You can get more info on the Web SDK here: https://api.zopim.com/web-sdk/#chat-2

    -Ramin 

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  • Marc
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    Hey Ramin,

    I seriously wonder if zopim has any customer orientation left since being acquired by zendesk.

    Adding a checkbox to enable/disable this message optionally is 1 hour work + unit/integration tests, all in all half a day max. It's not even a new feature that needs to be added.

    Creating a custom widget is at least 2 days work and will only help 1 customer/company, while making this small change on your end will benefit all of your customers

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  • Ramin Shokrizadeh
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    Wish it was that simple, but it isn't. Changes has wider implications to our platform and it isn't something we are prioritising at the moment.

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  • Alicia
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    Hi Ramin,

    Having both translations of the agent text AND visitor text as it appears in an active chat into the history/zendesk ticket transcript would be helpful. We'd like to see this and an improvement to the overall translation quality in the future. 

    Thanks!

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