The Hello Co.

The Hello Co. doesn’t leave people waiting. In fact, the business promises on-demand translation and language services within 25 seconds—a promise that’s helped it win contracts with Enterprise and Government organisations across Australia and New Zealand.

“As a leading on-demand translation and language services provider, we commit to deliver a language skill from 315 different languages within 25 seconds,” said Rebecca Haynes, CEO of The Hello Co. “For that reason, automation is critical, as is a platform that has the functional capability to meet our bespoke needs, including scalability and interoperability.”

Outgrowing the old

Rebecca quickly realised they would have to find a more modern contact centre solution. The platforms they had worked with previously had limited capability to grow with the business, and relatively straightforward changes cost tens of thousands of dollars to make. These same platforms also struggled to accommodate the increasing demand for cross-channel communication.

“With the rapid changes in customer experience technology and the potential that comes with that, we really needed a solution that would allow for interoperability across channels,” said Rebecca. “We wanted to give our clients the capability to traverse voice to SMS to chat and any other channel with simplicity and ease.”

Finding a flexible, scalable, and cost-effective solution

When looking for a solution, time to service delivery was critical for the thousands of non-English speaking people relying on The Hello Co.’s responsive, on-demand translation and language services. And for Rebecca, there was only one solution that could fit the bill.

“I was drawn to Twillio because of its agility, ease of development, and scope,” said Rebecca. “There’s really nothing else in the market that allows a business to build something from scratch based on its own unique business needs—and to do that cost-effectively”.

When The Hello Co. was ready to make the move, they reached out to industry contacts for recommendations for a delivery partner, and were introduced to the team at Synergy Enterprise Solutions. “The complexity of our offering – for example, involving third-party routing, multiple service channels, and the live environment of a 24-7 call centre – meant that we needed significant contact centre experience and local expertise to deliver a customised solution quickly,” said Rebecca.

Three weeks to open up an elevated customer experience

Synergy offered a prototype from a previous project that fit The Hello Co.’s needs, which helped accelerate the implementation. “We basically built on that prototype and customised the solution based on the specific needs of our business and clients,” said Rebecca. “It took Synergy three days to have a minimum viable product up and running, and just three weeks to implement a fully automated translation and language services contact centre using Twilio Flex—that’s 80% quicker than our legacy platform,” said Rebecca.

With the first iteration a success, it wasn’t long before Rebecca and her team began working with Synergy and Twillio on the second iteration. “Our next iteration helps us serve our clients with significant additional capability,” said Rebecca. “We now offer a better user experience, better personalisation for all parties – including clients, customers, and interpreters – as well as a lot more control over reporting, compliance and auditing.” Some examples of the additional capabilities include: