SaaS
Our talent solutions elevate your SaaS operations through expert operational support and customer service - helping you scale while maintaining the excellence that defines your brand.
Skilled talent empowering SaaS companies to exceed user expectations.
Skilled talent empowering SaaS companies to exceed user expectations.
SaaS Outsourcing Services
Prospecting & Sales
Inbound/ Outbound Support
Connect with decision makers through systematic outreach and response.
Competitive Intelligence
Make smarter sales moves with up-to-date competitor insights.
Lead Qualification
Identify sales-ready opportunities by evaluating fit and buying intent.
Pipeline Operations
Keep deals moving forward with organized pipeline management.
Prospect List Building
Connect your solutions with decision-makers who need them most.
Prospect Data Enrichment
Update contact records with verified information that powers meaningful outreach.
Customer Success / Post-Sales Support
Customer Onboarding
Turn new users into power users with expert training and setup support.
Ticketing Management
Solve user problems fast with skilled response teams and issue tracking.
Account Services
Safeguard customer accounts through secure profile and preference management.
Escalations Handling
Resolve complex customer issues with expertise that protects valuable relationships.
Feedback Collection
Capture user insights and translate them into meaningful product improvements.
Feature Explanation
Drive feature adoption with expert guidance and on-demand support.
Issue Reproducing
Replicate and diagnose platform issues in controlled testing environments.
Technical Support
Guide customers through technical challenges.
Advanced Setups
Implement custom platform configurations and third-party integrations.
Remote Assistance
Resolve technical issues instantly through secure screen sharing and system access.
Back Office / Admin Support
Accounting
Keep business finances organized with unified reporting across platforms.
Billing / Invoicing Support
Process high-volume transactions with reliable payment processing systems.
Subscription Inquiries
Turn questions into confident sign-ups with clear, direct guidance.
Knowledge Base Sharing
Enable faster resolutions through organized, accessible support documentation.
Refunds
Handle requests promptly with fair, no-hassle resolutions.
Data & AI
Data Collection
Capture insights that lead to smarter decisions and meaningful product improvements.
Data Entry & Processing
Convert raw information into clear, usable data that drives better outcomes.
NLP Training
Train language models for natural, context-rich responses that improve user engagement.
Data Annotation
Label information accurately, boosting predictive accuracy and insightful results.
Digital Marketing
Community Management
Build lasting connections with responsive brand engagement.
Content Publishing & Moderation
Keep content current and safe with timely updates and monitoring.
Webinar Support
Host virtual events that fully engage participants and strengthen connections.
Reviews & Brand Reputation
Address customer feedback swiftly across all digital platforms.
We've got you covered...
Everything you need to drive user adoption, reduce churn, and scale revenue—with the service excellence your customers 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.
John Smith Customer Operations Lead, Attentive Read the full storyWe were amazed at how quickly Hugo’s team ramped up and started delivering incredible response times without any drop in quality...
Shaun P. Customer Success Manager Read the full storyHugo transformed our support operations and laid the groundwork for scalable growth. Their expertise made them the clear choice for our operations...
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 SaaS 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
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 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.
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.
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