Customer Support
Create meaningful experiences that go beyond the transaction. Whether it’s over phone, email, text, chat, in-app, or social, we bring brands to life with conversations that feel in-house.
Our Approach
Empathy & Customer-centric
Feelings create connections. Dispute resolution, average handling times, CSAT scores; the mechanics will always matter, and categorically we’re the best. But deep and uncommon empathy is our ikigai.
IQ + EQ
Incredible customer support is as much about emotions as solving problems. It’s why we hire for intelligence and compassion.
Culture
Empathy, proactivity, accountability, and openness - these are our values. We integrate your style and tone to create customer experiences that feel in-house.
Data-Driven
Together, we define KPIs, then build custom rubrics that guide our execution. We continually measure and improve performance to deliver consistent excellence.
Seamless Integration
From Avaya to Zendesk, we've mastered your tool stack. We’re ready to work from day one to deliver exceptional CX.
It’s relieving to know that we have a skilled team to work hand in hand for tasks and projects to keep our company focused on our goals and achieving success. Working with Hugo has helped our company deliver excellent results and reach new heights.
What We Do
Unlike others, your 100% dedicated team is focused on consistently delivering high-quality work which is why 95% of our clients expand their scope with us within the first 3 months.
Client Services
- General customer service
- Inbound/outbound
- Billing support
- Travel assistance
- Healthcare & Insurance claims
Digital Support
- Chat
- SMS
- Social Media
- In-App Messaging
Platform Support
- Inbound fraud review and response
- User account management
- Digital merchandising
- Content updates & optimization
- Brand support
- Order fulfillment
- Language translation
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100M
Ticket Volume
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90%
First contact resolution
-
98%
CSAT/eNPS in 2022
Quality through Versatility.
Excellent support demands both flawless execution and seasonal adaptability. We’ve engineered our teams to deliver just that.
Omnichannel
Connect with your customers wherever they are - whether by phone, email, text, chat, in-app or social.
Coverage
365 / 24 /7 we provide constant, nonstop, uninterrupted customer support.
Scaling
From startups to enterprise clients, we make scaling your support operations easy, adapting to your evolving needs.
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.
We integrate seamlessly with technology built for scale & customer excellence.
30 days
Risk
-
Free
We're so confident you'll love working with Hugo, we offer a no commitment 30 day trial.
ROI Calculator
To calculate ROI, please fill out the areas outlined in yellow.
ROI in working with Hugo:
FAQs
Yes, it is. At Hugo, we dynamically expand your team as required, offering both recurring and ad hoc customer support services. We tailor our solutions to align seamlessly with the specific demands of your enterprise, irrespective of its nature.
Regardless of your location or language, we can accommodate your needs. Our extensive experience working with global companies allows us to adapt our services and communications to suit your cultural and linguistic preferences. Reach out – we will make it work.
- Chat
- Social Media
- SMS
- In-App
- Voice
We support a range of +50 platforms, including but not limited to:
- Zendesk
- Intercom
- SalesForce
- Zoho Desk
- Fresh desk
- Hubspot
- Kenchi
- Genesys
Client teams receive reports weekly. In addition, the Hugo team prepares quarterly and annual reports for all clients as well.
At Hugo, we hire competent subject matter experts to manage each client team with varying levels of experience.
We run a 24/7 support team. As such, we can provide coverage across all time zones.
We take security very seriously. We are ISO 2701 certified and GDPR compliant and follow industry best practices to protect our customers’ data, including:
- Encryption: We encrypt all of our data at rest and in transit.
- Access control: We only grant access to our data to authorized personnel.
- Auditing: We regularly audit our security procedures to ensure that they are effective.
This depends on a few variable factors. Please use our cost calculator to get an estimate of the cost.
- Cost Efficiency: Outsourcing allows companies to reduce overhead costs associated with hiring, training, and maintaining an in-house customer support team. Enterprises of all sizes are finding it more cost-effective to pay a third-party provider based on usage or a fixed fee.
- Scalability: Outsourcing partners often have the flexibility to quickly scale up or down to meet fluctuating customer support demands, ensuring efficient resource allocation.
- 24/7 Availability: At Hugo, we offer 24/7 customer support. This round-the-clock availability allows for faster response times, reduced wait time, and improved customer satisfaction.
- Multilingual Support: Outsourcing can facilitate access to multilingual customer support, enabling companies to serve a global customer base more effectively.
- Risk Mitigation: Outsourcing providers often have contingency plans and disaster recovery measures in place to ensure business continuity in the face of unforeseen disruptions.
We work with a wide range of industries, including EdTech, Beauty, Energy, Gaming, Health, Fashion, Fintech, Landscaping and Construction, and E-commerce.
Balancing Efficiency and Team Morale During Customer Service Peaks
Discover how efficiently managing customer service spikes can significantly boost team morale and operational efficiency, ensuring high-quality customer experiences without compromising employee well-being.
