Key Company Stats:
- Founded in 1986 in Cambridge, Massachusetts
- Provider of childcare and higher education services worldwide
- Bright Horizons’ EdAssist program offers work/life education benefits to enterprise employees
- Having recently benefitted from a boom in global demand, supporting international client employees through voice in their native languages was beyond what Bright Horizons could accommodate.
- Voice was quickly becoming a clunky experience for both support agents and customers. Using translators on the phone resulted in longer handle time, lower accuracy when sharing information, and decreased satisfaction.
- Given its complex and customized services, it is imperative that the person providing the information can articulate it correctly and appropriately.
- The only way for Bright Horizons to overcome the language barrier was to seek out innovation–a switch from voice (not scalable) to digital (perfectly scalable) support.
How ChatLingual Became the Partner of Choice:
ChatLingual’s multilingual messaging platform enabled Bright Horizons to use its own internal experts to support client employees; therefore, there was no longer a need to outsource to multilingual call centers or translators.
Bright Horizons’ EdAssist can now provide high-quality chat support by leveraging ChatLingual. Using a digital channel rather than voice, they can communicate in dozens of languages in real-time. Beard says the company saw immediate benefits with instant translation that removed translators from the equation, allowing agents to rely only on their own languages and still deliver comprehensible information to end users accurately.
What Did Bright Horizons Gain by Using ChatLingual?
Partnering with ChatLingual immediately became cost-efficient as they were able to use existing staff with their breadth of knowledge and expertise.