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


Sales

Inbound Sales
Turn browsers into buyers with expert chat support and real-time guidance.


Outbound Sales
Re-engage customers through personalized follow-ups and scheduled callback services.


General Customer Service
Build customer confidence with reliable, consistent purchase support.


Technical Support
Keep digital storefronts flowing smoothly with expert platform and checkout assistance.

Customer Support

Account Services
Safeguard customer accounts through secure profile and preference management.


WISMO (Order Tracking)
Give customers the order clarity they expect, because waiting shouldn't mean wondering.


Customer Complaints
Turn service challenges into opportunities that strengthen loyalty.


Concierge Services
Elevate the shopping experience through personalized SMS outreach.


Escalations
Resolve complex customer issues with expertise that protects valuable relationships.


Rewards / Loyalty Programs
Keep customers engaged with seamless program experiences.


Satisfaction Surveys
Monitor customer experience through targeted feedback collection and analysis.


Corporate Programs
Manage enterprise client support through dedicated account teams.

Back Office / Admin Support

Order Fulfillment
Build customer trust with precise order tracking across all sales channels.


Billing / Invoicing Support
Process high-volume transactions with reliable payment processing systems.


Returns, Replacements, & Refunds
Turn returns into repeat purchases with hassle-free processing.


Data Entry
Maintain organized product catalogs with accurate inventory data.


Accounting
Keep business finances organized with unified reporting across marketplaces and platforms.


Product Listing Optimization
Drive more sales with well-optimized, accurate product information.


Knowledge Base Sharing
Share critical insights through organized documentation and process workflows.


Brand Support
Maintain brand standards through consistent asset and guideline management.

Digital Marketing

Community Management
Build lasting connections with responsive brand engagement.


Content Publishing
Keep product content current with timely store and marketplace updates.


Creator Programs
Scale influencer outreach with structured program management.


Reviews & Brand Reputation
Address customer feedback swiftly across all shopping platforms.


Content Moderation
Keep online spaces safe with round-the-clock comment monitoring.

Fraud

Account Takeover (ATO)
Protect customer accounts with real-time fraud detection.


Phishing Fraud
Keep customer data secure with proactive threat response.


Card-Not-Present (CNP) Fraud
Secure online transactions with robust verification protocols.


Chargeback Fraud
Reduce revenue loss with strategic dispute prevention and management.


Content Abuse Detection
Maintain platform trust with content screening and response.

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.
60+ Languages Support
Omnichannel Support
100M+ Calls Answers
HIPAA, ISO, SOC2 Certified
98% CSAT Score
Simple to start - launch in 1 week
Training included
Clutch.com Champion
Globally recognized as a top BPO company for industry expertise and ability to deliver exceptional results.
Featured Stories
Driving scale through operational excellence.
Aisha Thomas Chief Operation Officer, Topicals Read the full storyThe care and dedication Hugo’s agents show our customers reinforces that our products are about more than just skincare – they’re about self-love.![]()
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Stefan Barthold Director 3D Production, Adidas Read the full storyGen Alpha, the Spatial Natives, will be used to VR headsets and being in virtual rooms....that will do something to their shopping behavior.![]()
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Featured Stories
Driving scale through operational excellence.
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.
Within 1 week, we'll design a customized solution tailored to your unique needs. This includes selecting the right talent, customizing training and onboarding, and integrating with your existing processes - optimized for you.
3. Review and assemble your dream team.
Let us handle the screening and recruitment so you can build your dream team. We identify candidates who match your precise needs, coordinate interviews, collect your feedback, and refine the applicant pool until you land on just the right hires.
4. We'll implement a dedicated training program.
Our training, onboarding and assessments integrate with your processes while optimizing for scale and cultural nuance. We develop programs tailored to complement your approach.
5. Go Live & schedule check-ins!
Curtains Up - Your dedicated team is now fully operational. We will set up regular check-ins that work with your schedule, not ours. This ensures you have ongoing visibility into performance and can provide timely feedback based on your availability.
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
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Geo-redundant centralized data centers
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Dual MPLS WAN via multiple carriers
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Carrier grade disaster recovery
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Voice via PSTN TFN/DID, TDM, VoIP, or SIP (SBC)
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Regular testing ensure readiness
FAQs
We use real-time monitoring, regular quality audits, and performance metrics to maintain excellence. Our team leads provide continuous coaching and development.
We seamlessly integrate with your existing tech stack and workflows, or can provide strategic recommendations if you’re evaluating new tools. Our teams are proficient across major platforms and can help optimize your toolset for maximum efficiency.
Our flexible teams scale instantly to match your volume needs during peak seasons and high-demand periods. With pre-trained specialists ready to deploy within hours, we maintain quality service levels even during your busiest times.
We adapt to your preferences – from weekly virtual check-ins to monthly in-person strategy sessions. Our team can meet as often as needed through video calls, onsite visits, or hybrid arrangements to ensure alignment with your goals.
- Chat
- Social Media
- SMS
- In-App
- Voice
We run a 24/7 support team. As such, we can provide coverage across all time zones.
Our dedicated project managers fully handle team oversight, performance monitoring, and quality assurance. From recruitment to daily operations, we manage every aspect so you can focus on your core business goals.