Proz Launches Multilingual FAQ Feature to Enhance Globalized Customer Support

Proz Launches Multilingual FAQ Feature

In a significant move towards enhancing global customer service, Proz, a Tokyo-based company specializing in enterprise-level FAQ solutions, has officially released its innovative multilingual FAQ feature on July 6, 2026. This new functionality allows businesses to automatically expand their FAQ content in up to 23 languages, a game-changer for international customer engagement.

Background: The Burden of Multilingual FAQs

With the rise of globalization and increased inbound demand, providing information to non-Japanese speaking customers has become crucial for businesses in Japan. However, maintaining and translating FAQs into multiple languages can be a formidable challenge due to the ongoing time and cost associated with translation and content management. As a result, many companies hesitate to adopt such initiatives despite recognizing their importance.

Key Features of the Multilingual FAQ Function

1. Automatic Translation and Publishing: The feature translates and publishes FAQ content in 23 languages without the need for additional translators or content managers. This significantly reduces the operational burden for companies looking to cater to diverse customer bases.
2. Dedicated URLs for Each Language: Each language version of FAQs generates a unique URL, allowing for improved indexing by search engines and enhanced multilingual SEO performance. Customers can easily find FAQ sections specific to their language, improving accessibility.
3. Automatic Updates Linked to Japanese FAQs: Any updates made to the Japanese version of FAQs will automatically sync with all multilingual pages, minimizing the chances of outdated information being presented in various languages.
4. Natural Translations via AI: The feature employs sophisticated AI-generated translations that minimize awkward phrasings and maintain consistency in product names and terminologies, ensuring responses are easy to read and less prone to misunderstandings.

Potential Use Cases

- Global Enterprises: Companies operating internationally can deploy product FAQs, contract information, and troubleshooting guidance in various languages for their overseas users.
- Cross-Border E-Commerce: E-commerce platforms can alleviate customer concerns about deliveries, returns, payments, and taxes by providing content in the customers' native languages, effectively enhancing purchase rates and self-help solutions.
- Inbound Tourism Services: Restaurants, hotels, and tourist attractions can offer vital information regarding payments, reservations, allergies, access, and rules in multiple languages, catering to foreign visitors.
- Public Services for Foreign Residents: Services in areas such as education, healthcare, and housing can provide multilingual guidance for foreign residents living in Japan.

Case Study: Bikkuri Donkey

One notable example of successful implementation is Bikkuri Donkey, operated by Aleph Inc. Through the multilingual FAQ feature, they have created an environment where information is accessible to non-Japanese speaking customers. In 2026, about 8% of the total traffic to their FAQ site came from non-Japanese pages, demonstrating the effectiveness of this approach.

“By implementing the multilingual FAQ, we were able to extend our existing FAQs to a wider audience without additional translation work. Now, around 8% of our site's traffic is from these multilingual pages, which are also indexed in Google’s search results, facilitating global outreach without extra operational burdens” — said Toshiyuki Kawaguchi, Director of Customer Service at Aleph.

Future Developments

Proz has plans to introduce a translation table feature that will allow users to view Japanese source texts alongside their translations. This will enhance the ability to make nuanced adjustments to language-specific expressions for better clarity. Additionally, AI agents will not only utilize multilingual FAQs but will also be enhanced to comprehend queries from users in different languages and provide nuanced, context-aware responses.

With human support options like AI translation for emails and chats, users can interact in their native language while operators communicate in Japanese, thus building a robust multilingual support system.

About ProzAnswers

ProzAnswers is an enterprise-level customer support SaaS platform that integrates FAQs, AI agents (chatbots), live chat, contact forms, and ticket management to streamline the customer support process. It allows for efficient issue resolution, improving customer satisfaction across the board.

For more information, visit ProzAnswers.

Company Overview

- Name: Proz Inc.
- Location: Setagaya, Tokyo, Japan
- CEO: Nobuyuki Amimoto
- Business: Development and provision of the enterprise customer support SaaS “ProzAnswers”
- Website: Proz Official Site