Case Study: Hulu achieves scalable, premium customer service with Twilio

Hulu Delivers Premium Customer Service With Twilio

Hulu, the on‑demand TV service behind Hulu Plus, needed a contact‑center solution that could scale quickly and reliably as its premium subscription service rolled out. Facing rapid growth and millions of viewers across content from 500+ providers, the customer support team required a way to route calls efficiently and give agents immediate access to customer data.

Hulu built a Twilio‑based contact center integrated with its in‑house CRM, launching a prototype in a day and iterating rapidly. The system routes callers to available agents, displays customer info in the browser, provides estimated wait times and on‑hold audio, and offers automatic callbacks (using Twilio PLAY and DIAL), while tracking rich call metrics—supporting 9M phone minutes per year and scalable customer service as Hulu expands.

Hulu

Scott Post

Software Developer