Online Subscriptions
From customer retention to billing management, our dedicated teams help you nurture subscriber relationships and optimize recurring revenue while delivering the consistent experience members expect.
Creating experiences so good, members become your best ambassadors
Creating experiences so good, members become your best ambassadors
Online Subscriptions Outsourcing Services
Subscriber Acquisition & Retention
24/7 Subscription Support
Round-the-clock assistance for all subscription-related inquiries and issues.
New Subscriber Sign-ups
Support new subscribers through platform access and initial configuration.
Document Collection & Validation
Process and verify subscription eligibility documents.
Multi-Subscription Management
Help customers manage multiple subscription services under one account.
Gift Subscription Processing
Handle gift subscription purchases, activations, and recipient communications.
Cross-selling/ Up-selling
Guide subscribers to additional features and complementary offerings.
Win-back Management
Re-engage former subscribers through targeted outreach and personalized offers.
Welcome Programs
Execute personalized onboarding communications during early engagement.
Subscription Management
24/7 Technical Support
Round-the-clock platform assistance and troubleshooting.
Plan Changes/ Upgrades
Process tier modifications and guide users through premium features.
Renewal Support
Manage subscription renewals to ensure uninterrupted service access.
Member Benefits Support
Assist subscribers in accessing and utilizing membership perks and exclusive features.
Loyalty Program Management
Administer reward systems and handle tier-based benefits.
Churn Prevention Assistance
Monitor usage patterns and proactively engage with at-risk subscribers.
Password Resets
Handle secure account recovery and password reset processes.
Fraud Detection & Prevention
Identify and prevent fraudulent activities and unauthorized access.
Quality Assurance Testing
Test platform functionality to ensure seamless subscriber experience.
Feature Testing & Validation
Verify new features and updates before subscriber release.
Billing & Revenue Operations
Payment Processing
Handle recurring payments and manage billing cycles across multiple platforms.
Payment Method Updates
Process credit card updates and maintain payment information.
Billing Support
Resolve billing inquiries and assist with invoice-related questions.
Refund Processing
Handle refunds and manage pro-rated returns according to policy.
Tax Support
Ensure tax compliance across different subscription jurisdictions.
Chargeback Handling
Investigate and respond to payment disputes and chargebacks.
Subscription Pause Management
Process temporary pauses while maintaining member status.
International Payment Support
Process global payments and manage region-specific payment methods.
Digital Marketing
Community Management
Build lasting connections with responsive brand engagement.
Subscription Catalog Management
Maintain accurate subscription offerings and feature descriptions across platforms.
Creator Programs
Scale influencer outreach with structured program management.
Reviews & Brand Reputation
Address customer feedback swiftly across subscription platforms.
Content Moderation
Keep online spaces safe with round-the-clock comment monitoring.
Platform Analytics
Monitor subscription metrics and generate insights for service optimization.
We've got you covered...
Everything you need to turn prospects into subscribers—with the reliability, responsiveness, 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.
A. Blake Director of Customer Success Read the full storyHugo’s solutions had an immediate, profound impact. Their team’s fashion expertise and tech-savvy approach have made them an invaluable partner in our growth journey...
Sainna C. Content Marketer, Hugo Read the full storySeamless onboarding processes set the tone for the entire customer journey, allowing companies to showcase their value proposition and build trust...
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 online subscription 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.