Trust & Safety
Protect and nurture your brand and community by enabling safer spaces, interactions, and platforms.
Our Approach
Proactive & Responsive
From fraud and financial crimes detection to platform and user-generated content moderation, we are leaders in early detection and system-wide remediation.
Contextual Fluency
From parents moderating learning platforms to gamers overseeing player conduct, we source our moderators from user communities. The result– incredible efficacy from deep understanding.
Systems Thinking
We deliver full-cycle responses that remedy discrete incidents and patch deeper vulnerabilities through system-, policy-, and process-wide updates.
‘Man + Machine’
By masterfully employing both ‘machine-’ and ‘human intelligence’, we protect the communities you serve while delivering exceptional customer experiences.
Confidence is the first feeling that comes to mind about Hugo. I’m confident they’ll execute any task to our high standards. Feedback is handled seriously and quickly. Hugo has our company’s best interest at heart, helping teams understand our platform’s purpose. I love working with them.
What We Do
Our oversight is more than just enforcement. From refining FAQs and process design to feedback loops that support complex policy transitions, we deliver the full stack of trust & safety.
Content
- Content Publishing & Review
- User Generated Content Moderation
- Monitor User Reviews
Safety
- Social Listening
- Crisis management
- User Generated Content Moderation
- GenAI moderation
- Live chat, audio, video and broadcast moderation
- Audience, Messaging & Sentiment Tagging
Creators & Affiliates
- Sourcing creators
- Vetting brand fit
- Audience Demographics Analysis
- Audience Psychographics Analysis
- Inbound/outbound lead management
- Campaign management & reporting
-
24/7
365 days of support
-
10M
Conversations
-
97%
CSAT/eNPS in 2022
Quality & Flexibility
From foundational protocols to policy updates, our safety solutions are a mix of comprehensive oversight, bespoke responder training, and constant recalibration to changing contexts.
Adaptive Coverage
We’re always on, and always responsive. Suggest an update today, it will be at play tomorrow.
Nuanced Moderation
You know your common threats well but edge cases bring the unknown. With intelligence and experienced judgment, our teams moderate both the familiar and the unknown.
Wellness-First
We champion mod well-being through a clinician-designed wellness program and industry-leading benefits that help cultivate resilience and fulfillment.
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
We work with a wide range of industries, including EdTech, Beauty, Energy, Gaming, Health, Fashion, Fintech, Landscaping and Construction, and E-commerce.
- Chat
- Social Media
- SMS
- In-App
- Voice
Client teams receive reports weekly. In addition, the Hugo team prepares quarterly and annual reports for all clients as well.
We run a 24/7 support team. As such, we can provide coverage across all time zones.
At Hugo, we hire competent subject matter experts to manage each client team with varying levels of experience.
We conduct in-depth consultations to understand unique needs, tailoring strategies accordingly. This ensures alignment with your goals and target audience.
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.
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