Hugo

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.

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IQ + EQ

Incredible customer support is as much about emotions as solving problems. It’s why we hire for intelligence and compassion.

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Culture

Empathy, proactivity, accountability, and openness - these are our values. We integrate your style and tone to create customer experiences that feel in-house.

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Technology Driven

Our innovative approach unites cutting-edge generative AI with exceptionally talented multilingual support teams, guaranteeing seamless global coverage.

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Seamless Integration

From apps on your phone to Zendesk, we've mastered your tool stack. We’re ready to work from day one to deliver exceptional CX.

Start your free trial
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Hugo

We’re constantly trying to bring the best the market has to offer to support our global business operations by identifying suppliers with the exact solution we need to solve our problem. In this case, we found an incredible partner in Hugo.

Jason T.
Director, Global Supplier Diversity
Hugo
Hugo

What We Do

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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.

Take Hugo for a spin
Hugo

Client Services

  • General customer service
  • Inbound/outbound
  • Lead Generation
  • Appointment Scheduling
  • Tech Support
  • App User & Platform Support
  • E-commerce Support
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Digital Support

  • Email
  • Chatbot
  • Live Chat
  • Phone
  • SMS
  • Social Media
  • In-App Messaging
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Services Framework

  • Seasonal Support
  • 30-day Free Trial
  • Single-point of Contact
  • Content updates & optimization
  • On-going Reporting, Training and Management
  • Multilingual Support
  • 99.9%

    Uptime in 2024

  • 89%

    First contact resolution

  • 98%

    CSAT/eNPS in 2024

Quality through Versatility.

Excellent support demands both flawless execution and seasonal adaptability. We’ve engineered our teams to deliver just that.

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Omnichannel

Connect with your customers wherever they are - whether by phone, email, text, chat, in-app or social.

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Coverage

365 / 24 /7 we provide ​​constant, nonstop, uninterrupted customer support.

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Scaling

From startups to enterprise clients, we make scaling your support operations easy, adapting to your evolving needs.

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clutch 100 awards

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!

We integrate seamlessly with technology built for scale & customer excellence.

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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.

Direct & Indirect Costs
Your In-House Costs
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Hourly ($)
Yearly ($)
Yearly ($)
Support Specialist
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Included
Quality Assurance
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Team Lead
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Account Manager
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Training (based on number of agents)
$0
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Office space
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Hardware & Software
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Employee Costs (Benefits, Healthcare, etc)
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Total operating cost
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ROI in working with Hugo:

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FAQs

Featured Case Study

Transforming Customer Service in the Home Furnishings Industry

Discover how Hugo assembled an A-team of live chat operators to quickly address the backlog of tickets and implement a live chat feature on the client's website, instantly boosting customer engagement.

Read Case Study
home-furnishings-case-study