Used For

• +**Your agents stare helplessly at German support emails for hours** → Reply in English, get polished German back in 20 minutes without learning a new language
• +**Customer chats die when they switch to their native language mid-conversation** → Real-time translation keeps the flow going, no awkward "please use English" moments
• +**You're copy-pasting into Google Translate and it suggests telling angry customers to "have a nice day" in broken French** → Human editors catch the tone and cultural context AI misses
• +Handles 50+ languages with editor matching - gets the right native speaker for technical vs casual support
• +Translation memory learns your company's phrases - no re-explaining "our refund policy" in 12 languages every time

Best For

• >Your support team is drowning in non-English tickets and Google Translate makes you sound insane
• >You're missing SLAs because translation delays turn 5-minute fixes into 2-day nightmares
• >Your Intercom chat goes silent when someone writes in Spanish because nobody knows what to say back

Not For

• -Small teams handling maybe 10 international tickets per month — you're paying enterprise prices to translate "password reset" emails
• -Companies wanting instant results — 20 minutes feels slow when you're used to Google Translate's 2 seconds
• -Budget-conscious startups — no free tier and usage-based pricing adds up faster than you think when support volume spikes

Pairs With

• *Intercom (where the magic happens - customers chat in any language, you reply in English, they get native responses)
• *Zendesk (integrates for ticket translation but Intercom integration is way smoother)
• *Slack (where your team celebrates finally understanding what that angry Italian customer actually wanted)
• *HubSpot (to track which languages generate the most support burden for future hiring decisions)
• *AWS (hosts everything and handles the data compliance stuff your legal team cares about)

The Catch

• !The 20-minute promise only applies to urgent tickets — normal stuff can take longer and there's no transparency on editor queue times
• !You're trusting random freelance editors with customer data (anonymized, but still) — some companies get weird about that
• !Usage-based pricing with no public rates means surprise bills when Black Friday support volume explodes

Bottom Line

AI translates your support tickets fast, humans make them not sound like robots wrote them.