Hugo

Ecommerce

From click to doorstep—we deliver ecommerce customer service outsourcing excellence.

We provide the skilled talent you need to handle surging order volumes and seasonal demands, ensuring your customers enjoy a seamless shopping experience from browse to buy.
Hugo
Hugo

Level up your brand with experiences that turn shoppers into advocates.

Ecommerce Outsourcing Services

Hugo
Hugo

Sales

<30 Seconds avg. response time
60%+ Increase in customer satisfaction score
4X+ Increase in repeat purchases
-35% Reduction in churn
40%+ Increase in cross-sell success rate
<30 Seconds avg. response time
60%+ Increase in customer satisfaction score
4X+ Increase in repeat purchases
-35% Reduction in churn
40%+ Increase in cross-sell success rate

Customer Support

90% First response resolution rate
-40% Decrease in AHT
50%+ Increase in Rewards program enrollment rate
20%+ Boost in retention rate
92% Escalation resolution rate
90% First response resolution rate
-40% Decrease in AHT
50%+ Increase in Rewards program enrollment rate
20%+ Boost in retention rate
92% Escalation resolution rate

Back Office / Admin Support

99.8% Data entry accuracy rate
-45% Reduction in processing costs
99% On-time product listing updates
30%+ Faster average response time
-40% Reduction in billing errors prevented monthly
99.8% Data entry accuracy rate
-45% Reduction in processing costs
99% On-time product listing updates
30%+ Faster average response time
-40% Reduction in billing errors prevented monthly

Digital Marketing

25%+ Brand sentiment score
35%+ Increase in engagement rate
99% Content moderation accuracy
60%+ Increase in creator applications
200%+ Increase in giveaway entries
500%+ Increase in monthly responses
25%+ Brand sentiment score
35%+ Increase in engagement rate
99% Content moderation accuracy
60%+ Increase in creator applications
200%+ Increase in giveaway entries
500%+ Increase in monthly responses

Fraud

-87% Reduction in account takeover attempts
70%+ Faster fraud review times
-40% Decrease in false positives
<30-minute average response time to emerging threats
40%+ Improvement in customer authentication success rates
-87% Reduction in account takeover attempts
70%+ Faster fraud review times
-40% Decrease in false positives
<30-minute average response time to emerging threats
40%+ Improvement in customer authentication success rates

We've got you covered...

Everything you need to turn browsers into buyers and shoppers into loyalists—with the precision, reliability, and service they expect.

Hugo

60+ Languages Support

Hugo

Omnichannel Support

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100M+ Calls Answers

Hugo

HIPAA, ISO, SOC2 Certified

Hugo

98% CSAT Score

Hugo

Simple to start - launch in 1 week

Hugo

Training included

Clutch 100 awards badge

Clutch.com Champion

Globally recognized as a top BPO company for industry expertise and ability to deliver exceptional results.

Hugo

Featured Stories

Driving scale through operational excellence.

Hugo
+50 in first contact resolution
The care and dedication Hugo’s agents show our customers reinforces that our products are about more than just skincare – they’re about self-love.
Aisha Thomas Chief Operation Officer, Topicals Read the full story
Hugo
CG + 3D Production in Marketing
Gen Alpha, the Spatial Natives, will be used to VR headsets and being in virtual rooms....that will do something to their shopping behavior.
Stefan Barthold Director 3D Production, Adidas Read the full story
Brand Reputation
Contact Resolution
SMS Outreach
Customer Satisfaction
Returns & Refunds
Trust and Safety
Platform Support
Fraud Detection

How does it work?

We source, train, and assemble your new team in as little as 2 weeks. Once you go live, we continuously work to ensure you hit KPIs.

1. Deep dive into your goals and team structure.

We take the time to understand your unique needs and goals. Our talent becomes an extension of your team, supporting your customer experience initiatives within your strategic direction, timelines and budgets.

2. We design a customized solution for you.

3. Review and assemble your dream team.

4. We'll implement a dedicated training program.

5. Go Live & schedule check-ins!

Hugo
Hugo
Outsourcing +

Discover why retail & ecommerce companies choose Hugo.

From VC-backed startups to global brands, we make scaling support operations easy.

We’re always on, always responsive and always have trained backup agents for uninterrupted coverage.

We've mastered your tool stack and we’re ready to work from day one.

Security Overview

Hugo is committed to protecting your business with enterprise-grade security. Whether it’s your critical infrastructure, sensitive data assets, privacy rights, or overall customer trust, we’re dedicated to security and resilience and giving you the best possible service.

Business Continuity / 
Disaster Recovery
  • Geo-redundant centralized data centers

  • Dual MPLS WAN via multiple carriers

  • Carrier grade disaster recovery

  • Voice via PSTN TFN/DID, TDM, VoIP, or SIP (SBC)

  • Regular testing ensure readiness

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FAQs