Customer Care That Pays for Itself
Reservations, changes, retention, and owner services, ADA compliant and trained to upsell. Our service floor closes 11.5% of care calls with an educated suggestion and resolves 92% of issues on the first call.
Who We Power
Care as a Revenue Motion
Every Service Call Is a Sales Surface
Reservations & Changes
Booking dates, customizing accommodations, adding nights, and servicing owners and members without a handoff.
Retention & Saves
Cancellations become reschedules and at-risk members stay members, handled with empathy and a scoreboard.
Upsell & Cross-Sell
Agents trained to read the guest and make an educated suggestion, which is why care closes at 11.5% instead of costing money.
Accessibility & Compliance
ADA-compliant handling and PCI-compliant payments across all twelve requirements, on every interaction.
What We Do
Revenue-Generating Customer Care
Every service contact is a revenue moment. We convert inbound demand, save cancellations, and grow attach rates without ever sounding like a hard sell.
Service-to-Sales Conversion
- Inbound reservation conversion
- Upsell & cross-sell at contact
- Warm transfer to closers
- Attach-rate growth
Retention & Saves
- Cancellation save offers
- Win-back campaigns
- Renewal & loyalty outreach
- Churn-risk follow-up
Booking & Reservations
- Reservation and booking support
- Modifications & rebooking
- Payment and deposit handling
- Pre-arrival care
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2 Weeks
From scoping call to a live selling team
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100%
University-educated sales agents
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24 hrs
Notice to flex capacity up or down
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24/7
Coverage across US and global time zones
Ready to see it on your pipeline?
Start with a pilot, calibrated to your offers, your scripts, and your compliance bar.
The Numbers
Care metrics that read like sales metrics.
11.5% Service Close Rate
Care calls that end with a booking, an upgrade, or a save, because service and sales run on one floor with one standard.
92% One-Call Resolution
Guests get answers the first time, which protects lifetime value and keeps your internal teams off the escalation treadmill.
Tenure You Can Hear
51% of the team is tenured. A guest with a five-figure relationship deserves a voice that has done this for years.
Surge Protect
From peak booking season to sudden campaign pushes, we have your back. Access trained consumer sales talent instantly, and scale down seamlessly:
Peak Booking Season
Owner Update Campaigns
New Resort & Property Launches
Wave Season Volume Spikes
Backlog & Recovery Pushes
Promotional Campaign Bursts
From Pilot to Proof in 90 Days or Less
We build your dedicated sales pod, prove it on a pilot, and scale on results. Our fastest program launch on record took 26 days.
1. Decode Your Funnel
We sync with your sales leadership to map the journey from first conversation to tour or booking, and agree the metrics that matter: conversion, activation, show rate, and value per guest.
2. The Program Blueprint
Recruiting profiles, licensed consultative training, compliance protocols, and scorecards, designed around your brand standards and your systems.
3. The Pilot Run
A dedicated pod takes a defined slice of your traffic. Every call is scored daily, and you watch the same scoreboard we do.
4. Calibrate
We surface what the pilot teaches: scripts, offers, routing, and coaching adjustments, reviewed with your team in the open.
5. Scale on Results
When the numbers clear the bar, we scale seats. Programs can be live in 90 days or less, with 100 agents in production by week 12.
The Hugo Difference
A fully managed consumer sales team built for conversion, quality, and compliance, not an unmanaged call floor.
University-Educated Sales Teams
100% university-educated agents, recruited and coached for consumer sales conversations, not scripted call deflection.
Sub-1.5% Monthly Attrition
A 3.5-year average tenure, 5x to 10x industry retention, so domain calibration compounds inside your pod instead of resetting every quarter.
Quality You Can Audit
Every agent is scored against your scripts, disclosures, and close criteria, with calibration and coaching built into each cycle.
Enterprise-Grade Security
ISO 27001, SOC 2 Type II, HIPAA, PCI-DSS, HITRUST, and GDPR, with all code executed in isolated E2B and Fly.io Micro-VM sandboxes.
Consumer Sales DNA
Teams built and coached for consumer sales, not generic support, with quality and compliance engineered into every call.
Built for Consumer Sales
Teams recruited, trained, and coached specifically to sell, with CRM and dialer fluency from day one.
Our platform is built on real-time, personal conversations, and Hugo understood that immediately. They delivered the speed we needed, while keeping interactions thoughtful and human even at high volumes.
Chris C.
Agent Operations Manager
Hugo didn’t just add agents. They rebuilt our workflows, improved quality, and delivered measurable results when our support operation was at a breaking point.
Robert M.
Head of Player Experience
The team truly understood our users and reflected the care and trust we strive to offer. We saw not only a measurable lift in satisfaction, but a deeper emotional connection with our parent community.
Kelsey M.
Customer Support Manager
Hugo understood the nuances of our business and helped us turn customer feedback into meaningful improvements across our entire subscription experience.
Jeremy D.
Customer Experience Manager
Hugo’s team brought real product expertise and flexibility to our support operation. They helped us dramatically improve response times and customer satisfaction.
Anna G.
Customer Experience Lead
27001:2013
Certified Information Security Management
HIPAA Compliant
Patient Rights Under HIPAA are Protected
AICPA
SOC2 Fully Compliant
California Consumer Privacy
Fully Compliant
GDPR
2018 General Data Protection Regulation
We were honestly surprised by how quickly customer satisfaction improved during the pilot. The results were staggering, and the delivery was effortless on our side. Hugo owned the full operation from hiring and training to reporting and performance management, which made the partnership incredibly easy.
Margie Greene
Senior Manager, Support at CURRI
How to Work With Hugo
Our fully managed teams integrate seamlessly with your workflows and platforms,
delivering fast, reliable support and smooth collaboration at every step.
1. Define
Share your goals and challenges, and we’ll design a custom solution tailored to your business needs.
2. Test
Start with a pilot program to validate the workflow, refine processes, and integrate your feedback before scaling.
3. Launch
Go live with a fully trained Gold Mountain by Hugo team, supported by a dedicated project manager, ongoing coaching, QA, and our knowledge & insights team to ensure seamless execution.
4. Manage & Scale
We monitor performance, track growth metrics, and continuously optimize your team’s output. As your needs evolve, we’ll scale resources while maintaining quality and productivity.
Analysts and Users Agree
Hugo is the Leader
We integrate seamlessly with technology built for scale & customer excellence.
From day 1 we integrate into your existing CRMs, operational tools and customer systems so our teams deliver results without disrupting how you work.
Ready?
Run the Pilot
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Start Your POC
Split a slice of your traffic. Put our floor next to your current numbers and let conversion tell the story. Your team stays. The scoreboard decides.
Your Success is Our Mission
You deserve a sales partner that treats every conversation as revenue, not a ticket to close. Teams recruited and coached for consumer sales, held to real quality and compliance standards.
Why teams sell with Gold Mountain by Hugo
- Built for consumer sales. Agents hired and trained to convert, not just to answer.
- Quality and compliance engineered in. Call scoring, disclosure adherence, and coaching on every cycle.
- Flexible by design. Scale up for peak season and back down on 24 hours notice.
- Fast to stand up. From scoping call to a calibrated pilot in as little as two weeks.
Whether you are activating owners or filling tour calendars, with Hugo you get a team that moves your revenue line.
Resources
Paula Weeks, FIFA ‘26 Hospitality Director, on Customer Success
How Outsourcing Sales Support Helps Ecommerce Revenue Grow
Stay Ahead in Consumer Sales Outsourcing
Monthly field notes on outbound conversion, tour show-rates, and sales quality, straight from the teams doing the work.