Help Centre and Knowledge Base Translation
Support articles, FAQs and chatbot content localised to reduce tickets and improve the user experience.
Schedule a Brief Technical CallA well-translated help centre is the first line of defence against avoidable support tickets. When users find clear, accurate articles in their language, they resolve issues without contacting the support team. When the translation is poor or non-existent, tickets multiply, response times increase and customer satisfaction drops.
M21Tech localises knowledge bases, troubleshooting articles, FAQs, chatbot content and video transcripts with linguists who understand the product's technical context. For high volumes, we use MTPE (Machine Translation Post-Editing) certified to ISO 18587, combining delivery speed with rigorous human review.
Support Articles and Troubleshooting Guides
Support articles need to be clear, direct and technically accurate. An ambiguous instruction or an incorrectly translated term can lead the user to take the wrong action, making the problem worse rather than solving it. M21Tech linguists understand the technical context and maintain the logical structure of articles: numbered steps, warnings, prerequisites and expected results.
We maintain internal linking between articles, categories and tags. When the help centre is organised by product or feature, the translated structure faithfully replicates the original.
Chatbot Content and Conversational AI
Chatbots and conversational AI systems depend on concise responses, clear decision flows and linguistic variations that cover different ways of asking the same question. Translating a chatbot is not translating text: it is adapting conversational logic to another language, with its natural expressions, formality and interaction patterns.
M21Tech localises intents, utterances, responses and fallback flows for platforms such as Intercom, Zendesk, Freshdesk and custom solutions. We validate that each flow works end-to-end in the target language.
Synchronisation with Product Updates
The help centre changes with the product: new features generate new articles, UI changes invalidate screenshots and instructions. M21Tech uses translation memories and change tracking to identify content that needs updating when the original changes.
The process can be automated via integration with the help desk platform (Zendesk, Intercom, Freshdesk, Help Scout) or managed by batch. The goal is for the translated help centre to always be aligned with the current version of the product.
MTPE for High Volumes
Knowledge bases with hundreds or thousands of articles require an efficient translation model. M21Tech uses MTPE (Machine Translation Post-Editing) certified to ISO 18587 for help centre content: machine translation followed by review and correction by a specialised human linguist.
This model reduces turnaround times and costs for high volumes while maintaining the quality level required for user-facing support content. For critical articles (security, billing, account management), we apply full human translation with independent review.
Frequently Asked Questions
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