Technical Support
Hugo's outsourced technical support delivers fast, expert troubleshooting for all your hardware, software, and network needs.
Our Approach
Expertise & Reliability
When tech issues arise, every minute counts. Hugo's dedicated technical support teams provide the expertise, monitoring, and responsive service you need to keep your entire technology stack running smoothly, 24/7.
Passionate Fans + Dedicated Experts
Don't work with generic staff. We hire support agents with at least 3 years of technical 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.
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 customer experiences.
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.
What We Do
Our dedicated technical support teams prioritize speed, accuracy, and customer satisfaction, leading 95% of clients to expand their engagement with us within 3 months.
Technical Customer Support
- Helpdesk support
- Remote desktop assistance
- Password resets and account recovery
- Software installation and configuration
- Product usage guidance and how-to support
- Desktop and device troubleshooting
- Device setup and configuration
Infrastructure & Systems Support
- Server and network monitoring
- Incident response and escalation
- Cloud services support (AWS, Azure, GCP)
- Backup and disaster recovery assistance
- Cybersecurity monitoring and compliance
- SaaS application support
- System patching and updates
Specialized Technical Services
- Software troubleshooting and debugging
- Shopify store setup and technical support
- API and integration support
- QA environment support
- Technical Consulting
- Bug reporting and triage
- Log analysis and issue replication
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99.9%
Uptime in 2024
-
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
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Free
We're so confident you'll love working with Hugo's technical support agents, we offer a no commitment 30-day trial.
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
- 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 27001 certified, SOC 2 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 retail & ecommerce, home services, AI, Edtech, Fintech, Health & Wellness, Travel & Hospitality, SaaS, Gaming, Telecommunications, Legal and more.
No—so you don’t have to worry about hidden additional costs, such as setup fees. Setup is absolutely free!
We work with businesses of all sizes. Hugo understands you need quality support regardless of your company’s size. Our solutions work for solo practices, startups, and larger established companies.
Our 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.
Your remote employees are an extension of your team. Our team will serve and support your current employees. We’re here to strengthen your team and improve your bottom line.
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.
Yes, your team members will work exclusively for you on a full-time, permanent basis; they are not a shared resource. You determine their priorities, projects, and deadlines. And thanks to virtual meeting tools, they can meet with you as needed.
A Step by Step Guide to Technical Support Outsourcing
This step-by-step guide breaks down everything you need to know about technical support outsourcing—from assessing your needs to choosing the right partner to help you scale with confidence.
