Live Chat Support
Drive 4X more conversions, reduce cart abandonment and deliver exceptional experiences with Hugo's always-on outsourced live chat support. Whether you’re an e-commerce brand, fintech company, or SaaS platform, Hugo provides secure, compliance-ready chat support designed to match your brand’s voice and customer expectations.
Our Approach
Empathy & Customer-Centric
Great service goes beyond metrics. While we excel in dispute resolution, average handling times, and CSAT scores, our true strength lies in deep, uncommon empathy—the heart of every customer interaction. Our specialized live chat outsourcing teams are also trained in trust and safety, content moderation, and secure communication protocols, ensuring your customer interactions are both safe and brand-aligned.
Passionate Fans + Dedicated Experts
Don't work with generic staff. We hire support agents with at least 3 years of customer support experience and knowledge of your space.
Any Language, Any time zone
As a CX partner for some of the world's leading brands and promising startups, Hugo serves customers every day in 5 continents and in 60+ languages.
365 / 24 /7 & Omnichannel
Connect with your customers whenever and wherever they are, whether by phone, email, text, chat, in-app or social.
Rapid Scalability
Demand surge? Product launch? Seasonal slowdown? Whatever drives your call volume changes, we can scale support up or down with just 24-hours notice, keeping you agile and cost-effective.
We face a lot of complex, undefined challenges in our global operations where you have to figure it out as you go. We needed a partner who could handle that ambiguity and evolve with us as requirements shifted. In this case, we found an incredible partner in Hugo.
What We Do
Our dedicated live chat teams prioritize speed, accuracy, and customer satisfaction, leading 95% of clients to expand their engagement with us within 3 months.
Client Services
- General Customer Service
- Inbound/Outbound
- Lead Generation
- Appointment Scheduling
- E-commerce Support
- Post-sales Support
- App User & Platform Support
- Tech Support
Digital Support
- Live Chat
- Chatbot
- Phone
- SMS
- Social Media
- In-App Messaging
Services Framework
- Seasonal Support
- 30-day Free trial
- Single-point of Contact
- Ongoing Reporting, Training and Management
- Multilingual Support
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99.9%
Uptime in 2024
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21s
Average Handle Time (AHT)
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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.
Scaling
From startups to enterprise clients, we make scaling your support operations easy, adapting to your evolving needs.
Adaptive Coverage
Never be short-handed or overstaffed. We’re always on, always responsive and always have backup agents trained from day 1.
QA & Training
Every dedicated team has QA, training and ongoing development programs. It's why our attrition rate is an industry-leading 1%.
From expected surges and urgent projects to unexpected demands, we’ve got your back. Access elite talent instantly, scale down seamlessly.
Holiday Seasons
Seasons of the year
Tax Season
Crisis Management
Sporting Events
Brand Campaigns
Back to School
Weather Events and more!
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's live chat agents, we offer a no commitment 30-day trial.
FAQs
Hugo’s live chat support can be automated with customized chatbots, handled exclusively by human agents, or a combination of chatbots and human agents. We’ll work closely with you to develop a live chat support experience that is tailored to fit your needs.
Hugo’s live chat agents are fluent in over 60 languages, including English, Spanish, French, German, Dutch, and most African languages.
Yes. Hugo can develop a library of brand-aligned response templates to keep live chat replies fast, consistent, and on-message. We can also use any pre-existing response templates you may have.
Hugo offers support for most major live chat platforms, including Intercom, Zendesk Chat, LiveChat, Drift, and more. Our agents are rigorously trained to use whatever live chat tools you prefer.
Absolutely. Hugo offers flexible, month-to-month call center outsourcing contracts that allow businesses to scale support teams up or down with just 24 hours’ notice. This adaptability is ideal for seasonal campaigns, product launches, or rapid growth phases. Our flexible model keeps costs predictable while maintaining top-tier customer service.
Response times vary based on volume and coverage level. However, Hugo’s average handle time (AHT) is 21 seconds.
Yes! Hugo’s outsourced teams are based in multiple time zones, enabling us to provide live chat support 24/7, 365 days a year – including holidays.
Hugo supports a range of +50 platforms, including but not limited to:
- Zendesk
- Intercom
- Salesforce
- Zoho Desk
- Fresh desk
- HubSpot
- Genesys
Client teams receive reports weekly. In addition, the Hugo team prepares quarterly and annual reports for all clients as well.
Before launching, Hugo’s agents are trained on your brand’s tone of voice, product and service details, and all relevant brand messaging. We also regularly review live chat transcripts and provide coaching to ensure that all communication remains consistent with your guidelines.
Hugo runs a 24/7 support team. As such, we can provide coverage across all time zones.
Hugo takes privacy and data security very seriously. We follow the strictest compliance protocols (including ISO 27001 and HIPAA), secure login environments, limited access permissions, and mandatory agent training in the latest privacy best practices and security technologies.
The pricing of Hugo’s customer support services varies based on the number of agents, hours of coverage, and level of support needed. Dedicated teams start at $11/hr per agent.
We offer flexible packages customized to meet your business’ unique needs as well as your budget. Please reach out for a custom quote.
Your Hugo live chat agents will be 100% dedicated to your account. Your team does not work on other businesses, so you receive full support from a team that’s consistently and rigorously trained to meet your brand’s specific guidelines.
- Cost Efficiency: Outsourcing with Hugo 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: Hugo outsourcing has 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 with Hugo facilitates access to multilingual customer support, enabling companies to serve a global customer base more effectively.
- Risk Mitigation: Hugo has contingency plans and disaster recovery measures in place to ensure business continuity in the face of unforeseen disruptions.
Hugo works with a wide range of industries, including retail & ecommerce, home services, AI, Edtech, Fintech, Health & Wellness, Travel & Hospitality, SaaS, Gaming, Telecommunications, Legal and more.
No! Our outsourcing rates are fully transparent, and you will never be charged any hidden costs such as setup fees.
Hugo supports email, chat, social media, SMS, in-app, and voice channels.
No. Hugo’s outsourcing services are designed to supplement your existing in-house team, not replace them. We fill in gaps, extend coverage, and take on overflow to help ease the burden on your employees.
At Hugo, we hire competent subject matter experts to manage each client team with varying levels of experience.
We train our Support Agents to mirror your internal processes, ensuring seamless integration with your team. Any relevant materials you can provide to Hugo will be invaluable. Our training team will review your processes and documentation and inform you if they’ve identified any gaps that could enhance training. If needed, we can help create the content needed to ensure a streamlined training program.
Hugo’s highly-trained QA team actively supports your team by pulling agent tickets weekly and conducting ongoing coaching. We work with you to develop a custom action plan and create an SLA that outlines specific target metrics for each service area. Your Account Manager monitors performance, ensures we meet critical benchmarks, and maintains the agreed service level, all aimed at your complete satisfaction.
Hugo works with businesses of all sizes. We understand you need quality support regardless of your company’s size. Our solutions work for small businesses, startups, and larger established companies.
Yes! Our outsourced live chat support can be integrated with a broader omnichannel support strategy. You can expand coverage to include email, phone, and social media platforms.
Hugo specializes in trust and safety live chat support and content moderation outsourcing to help brands maintain safe, respectful digital environments. Our trained moderators monitor interactions for compliance with your brand’s community and content policies, resolving disputes with empathy and precision. By combining human oversight with secure systems, Hugo ensures your customer interactions remain both authentic and safe.
Hugo’s fintech live chat support is designed for companies that require strict compliance and data security. We follow global security frameworks like ISO 27001 and HIPAA, with all agents trained in privacy protocols and secure messaging practices. Our teams manage sensitive customer data responsibly, helping fintech brands deliver trust and transparency in every chat
Hugo helps SaaS companies enhance customer satisfaction and retention through scalable live chat outsourcing. Our agents are skilled in product onboarding, troubleshooting, and subscription management, ensuring users receive immediate, expert help. By integrating seamlessly with platforms like Intercom, Zendesk, and HubSpot, Hugo simplifies SaaS operations and optimizes your customer journey.
E-commerce and DTC brands choose Hugo for our proven ability to convert conversations into sales. Our e-commerce live chat outsourcing blends empathy with efficiency, helping shoppers find products, resolving order issues, and reducing cart abandonment. With 24/7 multilingual support and deep product knowledge, Hugo drives customer loyalty while enhancing your brand experience.
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.
