Case Study: Huawei achieves a secure, multilingual European live chat rollout with WhosOn

Huawei - Customer Case Study

Huawei, a multinational telecommunications company with revenue exceeding $100 billion, needed a robust, localised live-chat solution that could be rolled out in phases across multiple countries and languages to support its global customer service footprint. The challenge was to deliver end-to-end translations, seamless design integration and a secure deployment that met complex regulatory and approval requirements across Europe.

We localised WhosOn for 15 European countries (including multi-language setups per country via URL parameters), built a custom secure chat server, designed integrated chat windows and surveys, and produced bespoke translated reports—deployed in a three-phase rollout beginning in the UK with close onsite collaboration. The result was consistent, secure chat across European sites, reduced public complaints via social channels, richer performance insights through commissioned reporting, and ongoing plans to expand into additional countries.

Huawei