A tale of 15 languages

A tale of 15 languages

Huawei ranks as one of the world’s most valuable brands. The company has deployed its products and services to customers in over 170 countries, necessitating a truly global customer service front. And for chat, this also necessitates a product versatile enough to adapt to multiple countries.

What we did

  • Localised WhosOn to fifteen countries across Europe, each translated end-to-end
  • Enabled a multi-language set-up for single countries, via URL language parameters
  • Set up a secure dedicated live chat server, custom-configured to Huawei’s needs
  • Designed chat windows, buttons and surveys to slide seamlessly into each European website
  • Developed bespoke, translated chat reports, in compliance with a complex approval process

How we did it

  • Won an RFI against several larger live chat competitors
  • Created a six-month project plan, strategically split into three phases
  • Began with an initial UK implementation and proceeded to roll out internationally
  • Maintained close customer contact and consultancy via multiple onsite European trips
  • Liaised with the Huawei design team to create a smoothly integrated chat channel

The results

With WhosOn deployed into their European websites, Huawei has been able to:

  • Achieve consistency across their various European customer chat services
  • Ensure maximum chat hosting security, for easier regulation compliance
  • Channel complaints away from social media and into a more private chat environment
  • Gain extensive insights into chat performance via commissioned reporting
  • Explore further chat expansion into additional countries, with project discussions underway