# Hugo Inc. Hugo Inc. Reviews (28), Pricing, Services & Verified Ratings - Verified - 5.0 out of 5 average review rating - 38 connections joined Hugo Inc.'s Network [Visit Website](https://hugoinc.com/?utm_source=clutch.co&utm_medium=referral&utm_campaign=directory) [Get a Custom Proposal](https://clutch.co/profile/hugo) **🏅Best Customer Support & Call Center Solutions** Hugo is the largest specialty provider of customer care, data, and community support solutions for digital native brands. We build and manage high-performance teams that deliver a more nuanced approach to customer support, data annotation, and marketplace operations. A trusted partner to disruptive startups and iconic brands such as TikTok, Meta, Google, Faire, Outschool, and more. We bring an exceptional standard to your operations with a quality fixation, a multilingual, 365/24/7 delivery model, and the world's most intelligent workforce. Our HQ is in Chicago, IL, with an active workforce of 4,500+ globally distributed teammates. Wherever you need coverage, we have the right team to help you win. general contact: sales@hugotech.co ## Company Information - Minimum project size: $1,000+ - Hourly rate: < $25 - Number of employees: 1,000 - 9,999 - 2 Locations: - Chicago, IL (Headquarters) - Lagos, Nigeria - Founded in 2017 - 54 languages: Mandarin, English, Spanish, Arabic, Bengali, Hindi, Russian, Portuguese, Japanese, German, Javanese, Korean, French, Turkish, Vietnamese, Telugu, Cantonese, Marathi, Tamil, Italian, Urdu, Gujarati, Polish, Ukrainian, Persian, Malayalam, Kannada, Oriya, Panjabi, Sunda, Romanian, Bhojpuri, Azerbaijani, Maithili, Hausa, Burmese, Awadhi, Thai, Dutch, Yoruba, Sindhi, Hebrew, Czech, Serbian, Bulgarian, Estonian, Slovakian, Slovenian, Croatian, Finnish, Swedish, Norwegian, Georgian, Filipino - 38 timezones: Central Standard Time (CST), Vietnam Standard Time (VST), Universal Coordinated Time (UTC), Solomon Standard Time (SST), Singapore Standard Time (SGT), South African Standard Time (SAST), Pakistan Lahore Time (PLT), Pacific Standard Time (PST), Puerto Rico and US Virgin Islands Time (PRT), Phoenix Standard Time (PNT), New Zealand Standard Time (NST), Near East Time (NET), Mountain Standard Time (MST), Midway Islands Time (MIT), Middle East Time (MET), Japan Standard Time (JST), India Standard Time (IST), Indiana Eastern Standard Time (IET), Israel Daylight Time (IDT), Hawaii Standard Time (HST), Gulf Standard Time (GST), Greenwich Mean Time (GMT), Eastern European Time (EET), Eastern Standard Time (EST), China Taiwan Time (CTT), Colombia Time (COT), Eastern African Time (EAT), Canada Newfoundland Time (CNT), Central European Time (CET), Central African Time (CAT), Brazil Eastern Time (BET), Bangladesh Standard Time (BST), Australia Eastern Time (AET), Arabia Standard Time (AST), (Arabic) Egypt Standard Time (ART), Alaska Standard Time (AKST), Argentina Standard Time (AGT), Australia Central Time (ACT) ## Services, Focus Areas, Industries, and Clients ### Service Lines - 25% Customer Service Outsourcing - 20% Call Center Services - 15% Back Office Outsourcing - 10% Content Moderation Services - 10% Data Annotation Services - 10% Finance & Accounting Outsourcing (FAO) - 10% Sales Outsourcing ### Focus Areas - Inbound Services: - 50% Answering services - 50% Inbound appointment scheduling - Outbound Services: - 30% Third party verification - 25% B2C Telemarketing & telesales - 25% Customer Surveys & Market Research Calls - 20% Collections Recovery Services - Data Annotation Media: - 25% Audio Annotation - 25% Image Annotation - 25% Text Annotation - 25% Video Annotation - Content Moderation Media: - 25% Audio Moderation - 25% Image Moderation - 25% Text Moderation - 25% Video Moderation - Customer Service Outsourcing: - 25% Chat Support Services - 25% Email Support Services - 25% Order Processing & Taking - 25% Phone Support Services - Back Office Outsourcing: - 25% Data Entry & Processing - 20% Claims Processing - 15% Legal Outsourcing - 15% Payment Processing - 10% Medical Billing Services - 10% Writing & Content Creation Outsourcing - 5% Revenue Cycle Management - Content Moderation Channels: - 20% Chat Moderation Services - 20% Online Community Moderation - 20% Profile Content Moderation - 20% Social Media Moderation - 20% Website Content Moderation ### Industries - 5% Medical - 10% Retail - 10% eCommerce - 10% Business services - 10% Other industries - 10% Financial services - 10% Consumer products & services - 5% Manufacturing - 5% Gaming - 5% Food & Beverage - 10% Information technology - 10% Telecommunications ### Clients - 50% Small Business (<$10M) - 25% Midmarket ($10M - $1B) - 25% Enterprise (>$1B) ## Pricing Snapshot Average rating for cost based on this provider's reviews: 4.7 out of 5 **What Clients Have Said** *(This summary is based on verified Clutch reviews.)*: Hugo Inc. is recognized for delivering good value for cost, with clients praising their efficiency and adaptability. Project sizes varied from 2 to 31 team members, but specific pricing details were not disclosed. Overall, clients found their pricing aligns well with the quality of service provided. **Most Common Project Size**: $50,000 to $199,999 based on 23 reviews *(Pricing information for this provider is based on reviews where the project size was available.)* ### Pricing by Service - Customer Service Outsourcing: $50,000 to $199,999 based on 17 reviews - Content Moderation Services: $10,000 to $49,000 based on 8 reviews - Back Office Outsourcing: $10,000 to $49,000 based on 6 reviews - Content Writing Services: $50,000 to $199,999 based on 5 reviews - Affiliate Marketing: $50,000 to $199,999 based on 3 reviews - Finance & Accounting Outsourcing (FAO): $50,000 to $199,999 based on 3 reviews - Call Center Services: $50,000 to $199,999 based on 3 reviews - Translation: $10,000 to $49,000 based on 3 reviews - Application Management & Support: $50,000 to $199,999 based on 2 reviews - HR Outsourcing: $50,000 to $199,999 based on 2 reviews - Content Marketing: $10,000 to $49,000 based on 2 reviews - Data Annotation Services: $10,000 to $49,000 based on 1 review - AI Development: $10,000 to $49,000 based on 1 review - Generative AI: $200,000 to $999,999 based on 1 review - Graphic Design: $10,000 to $49,000 based on 1 review - Blockchain Marketing: $50,000 to $199,999 based on 1 review - Insurance Services & Brokers: $10,000 to $49,000 based on 1 review - Other IT Consulting and SI: $10,000 to $49,000 based on 1 review - Fulfillment: $10,000 to $49,000 based on 1 review - Robotics Process Automation: $10,000 to $49,000 based on 1 review - Social Media Marketing: $10,000 to $49,000 based on 1 review - Business Continuity Management: $50,000 to $199,999 based on 1 review - Transcription: $200,000 to $999,999 based on 1 review - UX/UI Design: Confidential based on 1 review - Email Marketing: Confidential based on 1 review - Other Digital Marketing: Confidential based on 1 review - Search Engine Optimization: Confidential based on 1 review ## Reviews Clutch investigates each reviewer's identity and work history. Every review goes through a rigorous, human-led verification process to confirm the reviewer's identity, and reviews that we verify are visibly marked as 'Verified' so you can trust that they come from a real client. [Learn More](https://help.clutch.co/en/knowledge/how-clutch-verifies-reviews) ### Hugo Inc. Review Insights Overall Review Rating: 5.0 - Quality: 5.0 - Schedule: 4.9 - Cost: 4.7 - Willing to Refer: 5.0 ### Top Mentions - Flexible (6 mentions) - Timely (6 mentions) - Accommodating (5 mentions) - Proactive (5 mentions) - Communicative (4 mentions) - Easy to work with (4 mentions) - Efficient (4 mentions) - Adaptable (3 mentions) - Exceptional performance (3 mentions) - Great project management (3 mentions) - Professional (3 mentions) - Transparent (3 mentions) - Detail-oriented (2 mentions) - Exceeds expectations (2 mentions) - Exceptional results (2 mentions) - High-quality work (2 mentions) - Puts the customer first (2 mentions) - Reliable (2 mentions) - Well-executed projects (2 mentions) - Well-organized projects (2 mentions) ### Review Highlights **Minor Improvements in Documentation** Some clients suggested improvements in project timeline documentation and decision-making transparency. These minor areas for enhancement could further align expectations and streamline collaboration. **Positive Company Culture and Alignment** Hugo Inc. is frequently chosen for their cultural fit with clients, aligning with company values and fostering strong partnerships. Their commitment to understanding and integrating into client culture enhances collaboration. **High Client Retention and Satisfaction** Hugo Inc.'s dedication to customer service and support has resulted in increased client retention and satisfaction. Clients report improved Net Promoter Scores and reduced churn rates, attributing these successes to Hugo's proactive management. **Adaptable and Scalable Services** Clients appreciate Hugo's adaptability, allowing them to scale services according to business needs without compromising quality. Their flexible approach supports client growth and operational demands effectively. **Proficient in Multilingual CX Support** Hugo Inc. has successfully established support coverage across multiple languages, enabling clients to expand into new global markets seamlessly. Their ability to provide multilingual support is highly valued by clients, enhancing customer satisfaction and retention. **Significant Process and Efficiency Improvements** Hugo Inc. has been instrumental in reducing response times, improving process efficiency, and enhancing client operations. Their contributions have led to measurable improvements in customer satisfaction and business growth. **Strong Project Management Skills** Clients consistently praised Hugo Inc. for their excellent project management, often delivering projects on time and adapting quickly to changing needs. Their organized approach and clear communication have been crucial in maintaining client satisfaction. **Expertise in Outsourcing Solutions** Hugo Inc. provides expert outsourcing services across various sectors, including financial services, e-commerce, and gaming. Their ability to handle diverse tasks, from customer support to content moderation, is highly regarded by clients. **Proactive and Innovative Approach** Hugo Inc. is recognized for their proactive and innovative strategies, often exceeding client expectations. Their forward-thinking mindset contributes to continuous improvement and client success. ### Hugo Inc. Reviews #### CX Outsourcing for Financial Services Firm (Featured Review) **The Project** - Services: Customer Service Outsourcing - Project size: $200,000 to $999,999 - Project length: Feb. 2024 - Ongoing **Project Summary**: Hugo Inc. provides CX outsourcing services for a financial services firm. They support the client's expansion to key markets, streamline their partner onboarding process, and execute a customer success program. **Review Rating**: 5.0 - Quality: 5.0 - Schedule: 4.5 - Cost: 4.0 - Willing to Refer: 5.0 **The Reviewer** CMO, Financial Services Firm - Industry: Financial services - Client size: 51-200 Employees - Review Type: Online Review - Verified **The Review** — Apr 25, 2025 **Feedback Summary**: Hugo Inc. has helped the client reduce partner integration time from three weeks to one week, improve customer NPS score from 52 to 78, and lower customer churn by 17%. They've also set up support coverage in eight languages, catering to three new global markets. The team communicates seamlessly. ""The team's agility allows them to adapt to our evolving needs quickly."" **BACKGROUND** Please describe your company and position. I am the CMO of a financial services company Describe what your company does in a single sentence.We make customer-friendly capital and financial tools for SMBs, embedded in the software they use every day. **OPPORTUNITY / CHALLENGE** What specific goals or objectives did you hire Hugo Inc. to accomplish?Scale global CX infrastructureStreamline partner integration processesDrive revenue growth through proactive customer success **SOLUTION** How did you find Hugo Inc.?Online SearchClutch SiteWhy did you select Hugo Inc. over others?High ratingsGreat culture fitGood value for costCompany values alignedHow many teammates from Hugo Inc. were assigned to this project?26Describe the scope of work in detail. Please include a summary of key deliverables.Over the past year, Hugo has implemented a comprehensive global CX team supporting our expansion into key markets across Europe, Asia-Pacific, and Latin America, with specialized teams offering support in multiple languages. Their technical integration specialists have significantly streamlined our partner onboarding process, enabling numerous software platforms to successfully embed our financial solutions. Their proactive customer success program has directly contributed to increased transaction volume from existing clients and helped us maintain high customer satisfaction while scaling operations. Their ability to blend financial expertise with customer-centric support has made them an invaluable extension of our team.  **RESULTS & FEEDBACK** What were the measurable outcomes from the project that demonstrate progress or success?Hugo transformed our global operations with impressive results:Reduced partner integration time from 3 weeks to 1 weeksEstablished support coverage across 8 languages serving 3 new global marketsImproved customer Net Promoter Score from 52 to 78Decreased customer churn by 17% through proactive success managementDescribe their project management. Did they deliver items on time? How did they respond to your needs?Hugo's project management has been great! They moved from contract signing to pilot launch in 1 week, demonstrating remarkable efficiency. Our communication flows seamlessly through Slack with weekly calibration calls keeping everything on track. Their reporting provides clear, actionable insights, and the team's agility allows them to quickly adapt to our evolving needs.What was your primary form of communication with Hugo Inc.?In-Person MeetingVirtual MeetingEmail or Messaging AppWhat did you find most impressive or unique about this company?What I like most about Hugo is their team's ability to tackle complex problems head-on without needing constant direction. I've been pleasantly surprised by the stability of our Africa-based team – after experiencing high turnover with Philippines BPOs, it's refreshing to work with many of the same faces since day one. Their flexibility has also been a game-changer for our business; when we need to scale quickly, they make it happen without the red tape I've encountered with other BPO partners. Are there any areas for improvement or something Hugo Inc. could have done differently?None of that I can think of at the moment. --- #### CX Outsourcing for Financial Services Firm **The Project** - Services: Customer Service Outsourcing - Project size: $200,000 to $999,999 - Project length: Feb. 2024 - Ongoing **Project Summary**: Hugo Inc. provides CX outsourcing services for a financial services firm. They support the client's expansion to key markets, streamline their partner onboarding process, and execute a customer success program. **Review Rating**: 5.0 - Quality: 5.0 - Schedule: 4.5 - Cost: 4.0 - Willing to Refer: 5.0 **The Reviewer** CMO, Financial Services Firm - Industry: Financial services - Client size: 51-200 Employees - Review Type: Online Review - Verified **The Review** — Apr 25, 2025 **Feedback Summary**: Hugo Inc. has helped the client reduce partner integration time from three weeks to one week, improve customer NPS score from 52 to 78, and lower customer churn by 17%. They've also set up support coverage in eight languages, catering to three new global markets. The team communicates seamlessly. ""The team's agility allows them to adapt to our evolving needs quickly."" **BACKGROUND** Please describe your company and position. I am the CMO of a financial services company Describe what your company does in a single sentence.We make customer-friendly capital and financial tools for SMBs, embedded in the software they use every day. **OPPORTUNITY / CHALLENGE** What specific goals or objectives did you hire Hugo Inc. to accomplish?Scale global CX infrastructureStreamline partner integration processesDrive revenue growth through proactive customer success **SOLUTION** How did you find Hugo Inc.?Online SearchClutch SiteWhy did you select Hugo Inc. over others?High ratingsGreat culture fitGood value for costCompany values alignedHow many teammates from Hugo Inc. were assigned to this project?26Describe the scope of work in detail. Please include a summary of key deliverables.Over the past year, Hugo has implemented a comprehensive global CX team supporting our expansion into key markets across Europe, Asia-Pacific, and Latin America, with specialized teams offering support in multiple languages. Their technical integration specialists have significantly streamlined our partner onboarding process, enabling numerous software platforms to successfully embed our financial solutions. Their proactive customer success program has directly contributed to increased transaction volume from existing clients and helped us maintain high customer satisfaction while scaling operations. Their ability to blend financial expertise with customer-centric support has made them an invaluable extension of our team.  **RESULTS & FEEDBACK** What were the measurable outcomes from the project that demonstrate progress or success?Hugo transformed our global operations with impressive results:Reduced partner integration time from 3 weeks to 1 weeksEstablished support coverage across 8 languages serving 3 new global marketsImproved customer Net Promoter Score from 52 to 78Decreased customer churn by 17% through proactive success managementDescribe their project management. Did they deliver items on time? How did they respond to your needs?Hugo's project management has been great! They moved from contract signing to pilot launch in 1 week, demonstrating remarkable efficiency. Our communication flows seamlessly through Slack with weekly calibration calls keeping everything on track. Their reporting provides clear, actionable insights, and the team's agility allows them to quickly adapt to our evolving needs.What was your primary form of communication with Hugo Inc.?In-Person MeetingVirtual MeetingEmail or Messaging AppWhat did you find most impressive or unique about this company?What I like most about Hugo is their team's ability to tackle complex problems head-on without needing constant direction. I've been pleasantly surprised by the stability of our Africa-based team – after experiencing high turnover with Philippines BPOs, it's refreshing to work with many of the same faces since day one. Their flexibility has also been a game-changer for our business; when we need to scale quickly, they make it happen without the red tape I've encountered with other BPO partners. Are there any areas for improvement or something Hugo Inc. could have done differently?None of that I can think of at the moment. --- #### Back Office Outsourcing for E-Commerce Co **The Project** - Services: Back Office Outsourcing, Call Center Services, Customer Service Outsourcing - Project size: $200,000 to $999,999 - Project length: Aug. 2022 - Ongoing **Project Summary**: Hugo provides back-office outsourcing for an e-commerce company. The team has handled the client's back-office tasks, managed communications and relationships with retailers' networks, and vetted new suppliers. **Review Rating**: 5.0 - Quality: 4.5 - Schedule: 4.5 - Cost: 5.0 - Willing to Refer: 5.0 **The Reviewer** Head of Finance, E-Commerce Co - Industry: eCommerce - Client size: 1,001-5,000 Employees - Review Type: Online Review - Verified **The Review** — Sep 24, 2024 **Feedback Summary**: Thanks to Hugo's work, the client has achieved a 99.8% order processing and fulfillment accuracy, reduced supplier onboarding time by 40%, and handled a 50% surge in transaction volume. The team has adapted remarkably and delivered quality work, which has been crucial to the client's success. ""Their diligent work allows us to focus on expanding our services and connecting communities with essential products."" **BACKGROUND** Please describe your company and position.I am the Head of Finance of an e-commerce company Describe what your company does in a single sentence.Ecommerce Fintech **OPPORTUNITY / CHALLENGE** What specific goals or objectives did you hire Hugo to accomplish?Increase capacityAccess to a global workforce **SOLUTION** How did you find Hugo?ReferralWhy did you select Hugo over others?High ratingsGood value for costHow many teammates from Hugo were assigned to this project?6-10 EmployeesDescribe the scope of work in detail. Please include a summary of key deliverables.Hugo has been an invaluable partner in supporting our marketplace operations across Africa. They efficiently handle our back office tasks, managing communications and relationships with our extensive network of retailers.Hugo also plays a crucial role in vetting new suppliers and ensuring they meet our compliance standards. Their diligent work allows us to focus on expanding our services and connecting communities with essential products. Hugo's expertise in outsourcing has significantly streamlined our operations and contributed to our growth as one of Africa's largest marketplaces. **RESULTS & FEEDBACK** What were the measurable outcomes from the project that demonstrate progress or success?Achieved 99.8% accuracy in order processing and fulfillment Reduced supplier onboarding time by 40% (from 25 days to 15 days on average) Contributed to a 17% increase in overall marketplace revenue Handled a 50% surge in transaction volume during peak seasons without service disruptionsDescribe their project management. Did they deliver items on time? How did they respond to your needs?Yes they did. Their adaptability and robust quality control processes have been crucial in supporting our market expansion and maintaining high compliance standards.What was your primary form of communication with Hugo?In-Person MeetingVirtual MeetingEmail or Messaging AppWhat did you find most impressive or unique about this company?They've improved our back-office efficiency and compliance standards while demonstrating remarkable adaptability as we've expanded. Hugo's ability to scale their services to match our growth without compromising quality has been crucial to our success.Are there any areas for improvement or something Hugo could have done differently?No --- #### Call Center Services for Automotive Company **The Project** - Services: Call Center Services, Customer Service Outsourcing, Finance & Accounting Outsourcing (FAO) - Project size: $50,000 to $199,999 - Project length: June 2023 - Ongoing **Project Summary**: Hugo manages all incoming communications across multiple channels, including email, chat, and WhatsApp. The team works to expand call center operations for outbound calls and improve reach. **Review Rating**: 5.0 - Quality: 5.0 - Schedule: 4.0 - Cost: 4.0 - Willing to Refer: 5.0 **The Reviewer** Sales Manager, Chui Auto Springs Industries Limited - Industry: Automotive - Client size: 51-200 Employees - Review Type: Online Review - Verified **The Review** — Jun 27, 2024 **Feedback Summary**: Hugo's comprehensive approach to CRM allowed the client to focus on their core business while enhancing their customer service capabilities. The team seamlessly integrated into the company's operations while significantly improving customer engagement. ""What we found most impressive about Hugo was their seamless integration into our existing operations."" **BACKGROUND** Please describe your company and position.I am the Sales Manager of Chui Auto Springs Industries LimitedDescribe what your company does in a single sentence.We are the leading manufacturers of automobile leaf springs and assemblies in Kenya for all motor vehicles. **OPPORTUNITY / CHALLENGE** What specific goals or objectives did you hire Hugo to accomplish?Improve our customer support experienceHelp with inbound and outbound leadsAccess to expertise and cost reduction **SOLUTION** How did you find Hugo?Clutch SiteWhy did you select Hugo over others?High ratingsGreat culture fitHow many teammates from Hugo were assigned to this project?6-10 EmployeesDescribe the scope of work in detail. Please include a summary of key deliverables.Hugo efficiently managed all incoming communications across multiple channels, including email, chat, and WhatsApp. Their expertise allowed us to rapidly expand our call center operations for outbound calls, significantly improving our reach. The team diligently followed up with leads and kept our CRM system current, ensuring no potential opportunity slipped through the cracks. **RESULTS & FEEDBACK** What were the measurable outcomes from the project that demonstrate progress or success?Hugo’s comprehensive approach to customer relationship management helped us, a leading manufacturer of automobile parts, to focus on our core business while enhancing our customer service capabilities.Describe their project management. Did they deliver items on time? How did they respond to your needs?Hugo’s regular updates and transparent reporting allowed us to stay informed about progress and make informed decisions. Overall, Hugo's strong project management capabilities were crucial in the successful implementation and ongoing management of our customer engagement initiatives.What was your primary form of communication with Hugo?In-Person MeetingVirtual MeetingEmail or Messaging AppWhat did you find most impressive or unique about this company?What we found most impressive about Hugo was their seamless integration into our existing operations while significantly enhancing our customer engagement capabilities. Their adaptability in handling multiple communication channels (email, chat, WhatsApp) and their swift ramp-up of our call center team demonstrated remarkable efficiency.Are there any areas for improvement or something Hugo could have done differently?Not that I can think of at the moment --- #### Digital Marketing, SMM & SEO for Software Solutions Company **The Project** - Services: Email Marketing, Other Digital Marketing, Search Engine Optimization, Social Media Marketing - Project size: Confidential - Project length: July - Oct. 2023 **Project Summary**: Hugo developed a comprehensive digital marketing strategy for a software solutions company. They analyzed the client's digital landscape, crafted email and social media campaigns, and implemented SEO practices. **Review Rating**: 5.0 - Quality: 5.0 - Schedule: 5.0 - Cost: 5.0 - Willing to Refer: 5.0 **The Reviewer** SEO Manager, SEO - Industry: Other industries - Client size: 1-10 Employees - Review Type: Online Review - Verified **The Review** — Dec 8, 2023 **Feedback Summary**: With Hugo's assistance, the client increased website traffic by 30%, social media interactions by 20%, and email CTRs by 15%. They also boosted the conversion rate by 10% and qualified leads by 25%. Hugo's punctuality, responsiveness, expertise, dedication, and communication were commendable.  ""Hugo's project management was exemplary throughout our engagement."" **BACKGROUND** Please describe your company and position.I am the Seo Manager of seoDescribe what your company does in a single sentence.Our company specializes in developing innovative software solutions that streamline business processes and enhance operational efficiency. **OPPORTUNITY / CHALLENGE** What specific goals or objectives did you hire Hugo to accomplish?Our primary goal in hiring Hugo was to leverage their expertise in building and managing high-performance remote client support teams in black communities, enhancing our customer support, marketplace operations, and content moderation with a nuanced and unbiased approach. We entrusted Hugo with the mission of delivering excellence in every interaction, leveraging their 10,000 hours of experience in doing good work. **SOLUTION** How did you find Hugo?Online SearchWhy did you select Hugo over others?High ratingsClose to my geographic locationGreat culture fitHow many teammates from Hugo were assigned to this project?2-5 EmployeesDescribe the scope of work in detail. Please include a summary of key deliverables.The scope of our digital marketing engagement with Hugo encompasses a comprehensive strategy to enhance our online presence and brand visibility. Key deliverables include a thorough analysis of our current digital landscape, targeted audience research, and the development of a customized digital marketing plan. This plan will cover various channels such as social media, email campaigns, and search engine optimization (SEO), with a focus on maximizing reach and engagement. Specific deliverables also include the creation and optimization of compelling content, strategic ad campaigns, and regular performance reports. Hugo will actively monitor and manage our online reputation, ensuring a positive brand image across platforms. With a dedicated team, they will implement data-driven strategies to drive traffic, generate leads, and ultimately contribute to our overarching business objectives. The goal is to establish a strong digital footprint, increase conversion rates, and foster meaningful connections with our target audience. **RESULTS & FEEDBACK** What were the measurable outcomes from the project that demonstrate progress or success?The measurable outcomes from our digital marketing project with Hugo demonstrated significant progress and success. We observed a 30% increase in website traffic within the first quarter, accompanied by a notable uptick in engagement metrics, including a 20% rise in social media interactions and a 15% boost in email click-through rates. Moreover, our lead generation efforts saw tangible results, with a 25% increase in qualified leads attributed to the strategic ad campaigns implemented by Hugo. The overall conversion rate experienced a positive trajectory, marking a 10% improvement compared to the baseline. These outcomes not only validate the effectiveness of the digital marketing strategies deployed but also directly contribute to our overarching business objectives, affirming the value of our partnership with Hugo in achieving measurable and impactful results.Describe their project management. Did they deliver items on time? How did they respond to your needs?Hugo's project management was exemplary throughout our engagement. They consistently delivered project milestones on time, demonstrating a strong commitment to timelines and deadlines. Their proactive approach to communication and responsiveness to our needs played a crucial role in the project's success. Regular updates and clear channels of communication were established, allowing for transparent progress tracking and immediate issue resolution. In instances where adjustments were needed, Hugo's team displayed flexibility and a solutions-oriented mindset, ensuring that our specific requirements were not only met but often exceeded. Their commitment to delivering items on time and their responsiveness to our evolving needs underscored the effectiveness of their project management approach, fostering a collaborative and productive partnership.What was your primary form of communication with Hugo?Email or Messaging AppWhat did you find most impressive or unique about this company?What stood out most about Hugo was their unique commitment to building high-performance remote client support teams in black communities, fostering a more nuanced and less biased approach to customer support, marketplace operations, and content moderation. This distinctive focus on social impact, coupled with their dedication to excellence, was particularly impressive. Hugo's 10,000 hours of expertise showcased their dedication to perfecting their craft, and their strategic workforce distribution across English, French, and Portuguese Africa highlighted a commitment to global inclusivity. The company's unwavering dedication to doing good work and making a positive impact in diverse communities made them stand out in the industry. Their holistic approach, combining business goals with a commitment to social responsibility, showcased a unique blend of innovation, purpose, and effectiveness that set Hugo apart from other companies in the field.Are there any areas for improvement or something Hugo could have done differently?While our experience with Hugo was largely positive, there are a few areas where improvement could enhance the overall collaboration. Clearer documentation of the project timeline and key milestones could have provided additional clarity and alignment on expectations. Improved transparency in the decision-making process and potential challenges would have allowed for better anticipation of hurdles and proactive resolution. Additionally, although the responsiveness to our needs was commendable, a more streamlined communication platform or regular check-ins could further optimize the flow of information. These suggestions, however, are minor considerations in the context of the overall successful partnership with Hugo, and we recognize the company's commitment to continuous improvement. --- #### Digital Strategy for Environmental Solutions Platform **The Project** - Services: Application Management & Support - Project size: $50,000 to $199,999 - Project length: June 2021 - Ongoing **Project Summary**: An environmental solutions platform hired Hugo for their digital strategy services. The team's responsibilities include AI market research, CMS integration, and ongoing customer support. **Review Rating**: 5.0 - Quality: 5.0 - Schedule: 5.0 - Cost: 4.0 - Willing to Refer: 5.0 **The Reviewer** Co-Founder, Environmental Solutions Platform - Industry: Other industries - Client size: 11-50 Employees - Review Type: Online Review - Verified **The Review** — Aug 29, 2023 **Feedback Summary**: Hugo is able to optimize the client's internal operations and processes, resulting in streamlined customer service and experience. The team is highly receptive, and internal stakeholders are particularly impressed with the service provider's quality and accuracy of deliverables. ""Their onboarding documentation was very thorough and easy to follow."" **BACKGROUND** Please describe your company and position.I am the Co-Founder of an environmental services companyDescribe what your company does in a single sentence.Environmental Solutions Platform, leveraging AI **OPPORTUNITY / CHALLENGE** What specific goals or objectives did you hire Hugo to accomplish?Focus on innovationImprove recommendation engine **SOLUTION** How did you find Hugo?ReferralWhy did you select Hugo over others?Great culture fitReferred to meHow many teammates from Hugo were assigned to this project?6-10 EmployeesDescribe the scope of work in detail. Please include a summary of key deliverables.Marketing Research and AI Enhancement: Conduct market research, refine AI models for the recommendation engine, and implement advanced techniques for accuracy. Content Management: Update and create solution page content, ensuring accuracy and alignment with business objectives. Customer Support via Email and Chat: Provide prompt and efficient customer support, addressing inquiries and technical issues. **RESULTS & FEEDBACK** What were the measurable outcomes from the project that demonstrate progress or success?Our partnership with Hugo Outsourcing Company has sparked a remarkable transformation in our operations. We now update solution pages four times faster, ensuring clients access the latest information promptly. Additionally, our customer responses occur in under two hours, showcasing our commitment to swift and top-notch service. These achievements exemplify our dedication to innovation and exceptional customer experiences, setting new industry benchmarks.Describe their project management. Did they deliver items on time? How did they respond to your needs?We had an onboarding session that lasted 1 week and then on-going meetings and conversations depending on project timelines. Their onboarding documentation was very thorough and easy to follow.What was your primary form of communication with Hugo?Virtual MeetingEmail or Messaging AppWhat did you find most impressive or unique about this company?Accuracy on the work was 97% so we didn’t we have to redo solution pages or their work in general.Are there any areas for improvement or something Hugo could have done differently?There's nothing they need to improve on. --- #### Customer Support for IT Company **The Project** - Services: Call Center Services, Customer Service Outsourcing - Project size: $50,000 to $199,999 - Project length: Mar. 2023 - Ongoing **Project Summary**: Hugo provides ongoing customer support for an IT company. The team provides real-time responses via chat support, answers emails in a timely manner, and handles customer calls with professionalism. **Review Rating**: 5.0 - Quality: 5.0 - Schedule: 5.0 - Cost: 5.0 - Willing to Refer: 5.0 **The Reviewer** COO, IT Company - Industry: Information technology - Client size: 11-50 Employees - Review Type: Online Review - Verified **The Review** — Aug 24, 2023 **Feedback Summary**: The Hugo team's overall accuracy of responses is close to 100%. The client has also increased their NPS since engaging with the team. Communication is done via virtual meetings, email, and Slack. Overall, the team is flexible, responsive, and easy to work with. ""The Hugo team is pretty flexible."" **BACKGROUND** Please describe your company and position.I am the COO of an information technology companyDescribe what your company does in a single sentence.Our company unlocks 1:1 communication for brands and non profits. **OPPORTUNITY / CHALLENGE** What specific goals or objectives did you hire Hugo to accomplish?Increase capacity of customer support teamProvide customer support in different mediums through chat, email and phone **SOLUTION** How did you find Hugo?ReferralWhy did you select Hugo over others?Great culture fitGood value for costReferred to meHow many teammates from Hugo were assigned to this project?2-5 EmployeesDescribe the scope of work in detail. Please include a summary of key deliverables.Chat Support: Real-time responses to customer inquiries. Technical assistance and issue resolution. Personalized recommendations. Email Support: Timely and comprehensive email responses. Addressing inquiries and concerns. Handling complex issues. Phone Support: Professional handling of customer calls. Guiding app usage and troubleshooting. Escalation of critical matters. **RESULTS & FEEDBACK** What were the measurable outcomes from the project that demonstrate progress or success?Hugo is helping us focus on innovation by no longer having to worry about providing support to customers. Our internal team has reported overall accuracy of responses close to 100%. Our Net Promoter Score (NPS) has also increased since partnering with Hugo.Describe their project management. Did they deliver items on time? How did they respond to your needs?Always available to connect via slack, email or chat. If we need to pick up the phone it’s never an issue. We have on-going calls as needed. The Hugo team is pretty flexible so it’s not hard to connect.What was your primary form of communication with Hugo?Virtual MeetingEmail or Messaging AppWhat did you find most impressive or unique about this company?We don’t have to keep redoing their work.Are there any areas for improvement or something Hugo could have done differently?n/a --- #### Content Mktg & Call Center Services for Cashback Gaming Co **The Project** - Services: Affiliate Marketing, Content Moderation Services, Content Writing Services, Customer Service Outsourcing - Project size: $50,000 to $199,999 - Project length: Mar. 2022 - Mar. 2023 **Project Summary**: Hugo managed a cashback gaming company's affiliate program, overseeing recruitment, tracking, performance, and more. The team also handled the customer support inquiries and built a FAQ section for the website. **Review Rating**: 5.0 - Quality: 5.0 - Schedule: 5.0 - Cost: 5.0 - Willing to Refer: 5.0 **The Reviewer** VP of Growth, Cashback Gaming Company - Industry: Gaming - Client size: 11-50 Employees - Review Type: Online Review - Verified **The Review** — Aug 23, 2023 **Feedback Summary**: Thanks to Hugo, the client scaled their affiliate program to more than 800 global ambassadors. The team's work also helped reduce customer support tickets by 50% per month and response times to less than an hour. Overall, they stood out for their proactive approach, flexibility, and professionalism. ""Their work reflected meticulous attention to detail, consistently delivering excellent outcomes."" **BACKGROUND** Please describe your company and position.I am the VP, Growth of a gaming companyDescribe what your company does in a single sentence.Cashback for gamers browser extension. **OPPORTUNITY / CHALLENGE** What specific goals or objectives did you hire Hugo to accomplish?-Develop content for knowledge hub-Reduce customer support response times-Enforce community guidelines **SOLUTION** How did you find Hugo?ReferralWhy did you select Hugo over others?Good value for costReferred to meCompany values alignedHow many teammates from Hugo were assigned to this project?2-5 EmployeesDescribe the scope of work in detail. Please include a summary of key deliverables.We worked on these three parts of our SOW:Affiliate Program Management: Hugo is diligently overseeing our affiliate program, bringing their expertise to the table. They handle tasks such as affiliate recruitment, tracking, performance analysis, and communication. With their assistance, we're expanding our affiliate network, optimizing conversions, and maximizing the impact of our affiliate partnerships.Customer Support Excellence: Hugo manages our customer support inquiries promptly and professionally, ensuring our players receive the assistance they need.Knowledge Base Development: To empower our players with self-service answers, Hugo is building a comprehensive knowledge base of frequently asked questions (FAQs) on our website. This resource helps players get up and running and reducing the number of customer support questions. **RESULTS & FEEDBACK** What were the measurable outcomes from the project that demonstrate progress or success?We’ve been able to scale our affiliate program to more than 800 ambassadors globally. Hugo has helped us reduce customer support tickets by more than 50% per month by developing a comprehensive knowledge base and reduce response times to less than 1 hour.Describe their project management. Did they deliver items on time? How did they respond to your needs?Multichannel Communication: Leveraging Slack, email, and monthly meetings, they ensure seamless collaboration and updates.Timely Delivery: Hugo consistently meets deadlines, driving project efficiency and creating capacity.Ongoing Enhancement: Their proactive approach continuously improves workflows for optimal results.What was your primary form of communication with Hugo?Virtual MeetingEmail or Messaging AppWhat did you find most impressive or unique about this company?Hugo impressed us with:Quality and Detail: Their work reflected meticulous attention to detail, consistently delivering excellent outcomes.Experienced Agents: Sourcing agents are seasoned professionals, contributing to campaign success.Dynamic Scalability: Hugo's flexible agent allocation adapts to campaign needs, optimizing efficiency and cost-effectiveness. Every month we can adapt our plan.Are there any areas for improvement or something Hugo could have done differently?N/A --- #### Scaling & QA Services for Media Company **The Project** - Services: Content Moderation Services, Content Writing Services, Transcription, Translation - Project size: $200,000 to $999,999 - Project length: Apr. 2020 - Ongoing **Project Summary**: A media company has hired Hugo for video scaling services; projects have included creating scripts and scaling translation capabilities to localize content. The team also supplies video guideline QA services. **Review Rating**: 5.0 - Quality: 5.0 - Schedule: 5.0 - Cost: 5.0 - Willing to Refer: 5.0 **The Reviewer** Head of Video Production, Media Company - Industry: Media - Client size: 10,001+ Employees - Review Type: Online Review - Verified **The Review** — Aug 23, 2023 **Feedback Summary**: With Hugo's assistance, the client can triple the speed of their content output with almost 100% audio and video accuracy. Hugo ensures the client's content is up to standards, and the client has been satisfied with their work. The client has been impressed with the ease of collaborating with Hugo.  ""From the moment we engaged with Hugo it felt very natural."" **BACKGROUND** Please describe your company and position.I am the Head of Video Production of a media companyDescribe what your company does in a single sentence.We tell the world about the upcoming weather and explain it in detail.. **OPPORTUNITY / CHALLENGE** What specific goals or objectives did you hire Hugo to accomplish?Scale our proofreading capabilitiesImprove quality assurance on video guidelinesLocalize content to adapt for multiple regions and languages **SOLUTION** How did you find Hugo?Online SearchWhy did you select Hugo over others?High ratingsGood value for costHow many teammates from Hugo were assigned to this project?23Describe the scope of work in detail. Please include a summary of key deliverables.Hugo followed our guidelines to review videos that meet our company’s high standards before being finalized and published. They also helped with scaling our translation capabilities to localize content faster and make it more relevant and relatable to different regions. Lastly Hugo also helped us scale our team of writers to craft compelling scripts, effectively communicating our company’s messaging and varying production demands. **RESULTS & FEEDBACK** What were the measurable outcomes from the project that demonstrate progress or success?We can now push out content 3X faster with almost 100% accuracy on all of our content through audio and video. We’ve also enhanced our support capabilities to be able to respond to comments in livestreams almost instantaneously across all regions.Describe their project management. Did they deliver items on time? How did they respond to your needs?From the moment we engaged with Hugo it felt very natural. They’re very organized and have clearly done this for a lot of great brands. As soon as we started working with them, we were onboarded and up and running in less than 3 weeks which I did not expect. Overall it’s been easy to work with Hugo.What was your primary form of communication with Hugo?Virtual MeetingEmail or Messaging AppWhat did you find most impressive or unique about this company?They deliver great work.Are there any areas for improvement or something Hugo could have done differently?None.. --- #### Staff Aug & Content Moderation for Blockchain Technology Co **The Project** - Services: Application Management & Support, Content Marketing, Content Moderation Services, Customer Service Outsourcing - Project size: $200,000 to $999,999 - Project length: July 2021 - Ongoing **Project Summary**: Hugo provides staff augmentation services for a blockchain technology company. Hugo's team assists the client in responding to support tickets, community management, and user-generated content moderation.  **Review Rating**: 5.0 - Quality: 5.0 - Schedule: 5.0 - Cost: 5.0 - Willing to Refer: 5.0 **The Reviewer** Head of Community, Blockchain Technology Company - Industry: Other industries - Client size: 51-200 Employees - Review Type: Online Review - Verified **The Review** — Aug 23, 2023 **Feedback Summary**: Hugo's work has helped the client reduce their response times by 80% and develop content in the FAQ section to address developers' needs and questions. The team is focused and goes above and beyond the client's expectations. Hugo has effective communication with the client through Slack and email. ""They’re very focused on working with great people and building strong processes as a recipe to deliver great work."" **BACKGROUND** Please describe your company and position.I am the Head of Community of a blockchain technology company.Describe what your company does in a single sentence.Our company develops blockchain technology based on decentralized storage. **OPPORTUNITY / CHALLENGE** What specific goals or objectives did you hire Hugo to accomplish?Community managementContent ModerationRespond to support tickets faster **SOLUTION** How did you find Hugo?Conference ConnectionWhy did you select Hugo over others?Pricing fit our budgetGreat culture fitGood value for costHow many teammates from Hugo were assigned to this project?31Describe the scope of work in detail. Please include a summary of key deliverables.We worked with Hugo to help us with responding to developer support tickets faster, assist with UGC content moderation, enforcing community guidelines, and helping us source writers in the blockchain space. **RESULTS & FEEDBACK** What were the measurable outcomes from the project that demonstrate progress or success?Developer Support Ticket Management: We were able to reduce response times by 80% and also develop content in the FAQ section to proactively address developer needs and questions. UGC Moderation: Hugo successfully reviewed and monitored a community of more than 100K users reviewing over 200 pieces of content per day. Writer Sourcing for Blockchain Content: Hugo helped identify, evaluate, and onboard 5 skilled writers who specialize in blockchain topics, expanding our pool of knowledgeable content contributors. They still work with us today.Describe their project management. Did they deliver items on time? How did they respond to your needs?Their onboarding was top-notch, ensuring a smooth start. Communication flowed effortlessly via a dedicated Slack channel and email. Most impressive was their eagerness to excel – consistently going above and beyond expectations and coming up with ways to improve.What was your primary form of communication with Hugo?Virtual MeetingEmail or Messaging AppWhat did you find most impressive or unique about this company?From the beginning of our conversation something they emphasized is that they’re very focused on working with great people and building strong processes as a recipe to deliver great work. Not only did they do a great job but their suggestions over time showcased a proactive mindset, setting them apart from previous outsourcing partners.Are there any areas for improvement or something Hugo could have done differently?Nothing in particular that comes to mind. --- #### Customer Support for FinTech Organization **The Project** - Services: Content Moderation Services, Customer Service Outsourcing, Data Annotation Services - Project size: Confidential - Project length: Nov. 2021 - Mar. 2023 **Project Summary**: Hugo was hired by a fintech organization for customer support, with the goals of increasing retention and reducing costs. They were also responsible for monitoring and filtering news headlines for the client. **Review Rating**: 5.0 - Quality: 5.0 - Schedule: 5.0 - Cost: 5.0 - Willing to Refer: 5.0 **The Reviewer** Chief Growth Officer, FinTech Organisation - Industry: Financial services - Client size: 11-50 Employees - Review Type: Online Review - Verified **The Review** — Aug 23, 2023 **Feedback Summary**: Hugo transformed the customer support operations, significantly increasing customer satisfaction and reducing response times. The team effectively communicated with the client and efficiently allocated tasks. Overall, the client was extremely impressed with their high-quality customer support. ""Their dedication to delivering precise and influential customer support was evident."" **BACKGROUND** Please describe your company and position.I am the Chief Growth Officer of a financial services companyDescribe what your company does in a single sentence.Fintech organisation that specialises in real-time breaking audio news for the financial industry. **OPPORTUNITY / CHALLENGE** What specific goals or objectives did you hire Hugo to accomplish?Increase retention through better customer supportCost Reduction **SOLUTION** How did you find Hugo?Online SearchWhy did you select Hugo over others?Great culture fitGood value for costHow many teammates from Hugo were assigned to this project?6-10 EmployeesDescribe the scope of work in detail. Please include a summary of key deliverables.News Headline Monitoring and Filtering: Collaborate with outsourcing partner, Hugo, to monitor and filter through a diverse range of news resources. Apply company-defined guidelines and processes to extract news headlines directly affecting financial markets. Prioritize news items based on their potential impact and relevance to traders' needs. Customer Support Ticket Handling: Delegate customer support ticket responses to Hugo. Provide Hugo with comprehensive knowledge about the company's products, services, and standard responses. Collaborate to develop a streamlined process for timely and accurate customer query resolutions. Response Time Optimization: Implement strategies to reduce response time for customer support tickets. Regularly review and refine the processes to enhance efficiency and minimize delays. **RESULTS & FEEDBACK** What were the measurable outcomes from the project that demonstrate progress or success?We have successfully transformed our customer support operations, significantly reducing response times and enhancing customer satisfaction. Prior to collaborating with Hugo, our customer support team faced challenges in managing around the clock inquiries efficiently, leading to prolonged response times and potentially frustrated customers.Describe their project management. Did they deliver items on time? How did they respond to your needs?Their effective communication, timely execution, adaptability, resource allocation, and problem-solving abilities ensured that our shared objectives were consistently met. Their proficiency in these areas elevated them from being just a service provider to a strategic partner, contributing significantly to the achievements of our projects.What was your primary form of communication with Hugo?Virtual MeetingEmail or Messaging AppWhat did you find most impressive or unique about this company?Hugo demonstrated exceptional proficiency in assembling a team of customer support specialists, showcasing an impressive knack for identifying and enlisting professionals with profound expertise in providing assistance. Their dedication to delivering precise and influential customer support was evident in the caliber of support specialists they curated.Are there any areas for improvement or something Hugo could have done differently?Nope. --- #### Customer Service Outsourcing for Gaming Company **The Project** - Services: Affiliate Marketing, Content Marketing, Customer Service Outsourcing - Project size: $10,000 to $49,999 - Project length: Jan. 2020 - Ongoing **Project Summary**: Hugo provides customer service outsourcing services for a gaming company. Hugo provides outsourcing services and 24/7 customer support, allowing the client's customers to seek assistance whenever they need it. **Review Rating**: 5.0 - Quality: 5.0 - Schedule: 5.0 - Cost: 5.0 - Willing to Refer: 5.0 **The Reviewer** Head of Product, Gaming Company - Industry: Gaming - Client size: 1-10 Employees - Review Type: Online Review - Verified **The Review** — Aug 22, 2023 **Feedback Summary**: Hugo has been a reliable outsourcing ally for the client, going above and beyond expectations. Hugo's customer-centric approach has increased the client's customer satisfaction levels. The team is committed to on-time deliveries and provides a customized approach and adaptable solutions.  ""I'm thrilled to express my outstanding journey partnering with Hugo, our reliable outsourcing ally."" **BACKGROUND** Please describe your company and position.I am the Head of Product of a gaming companyDescribe what your company does in a single sentence.Video game training solution. **OPPORTUNITY / CHALLENGE** What specific goals or objectives did you hire Hugo to accomplish?Faster time to marketBetter customer supportCapacity Augmentation **SOLUTION** How did you find Hugo?ReferralWhy did you select Hugo over others?Great culture fitGood value for costReferred to meCompany values alignedHow many teammates from Hugo were assigned to this project?2-5 EmployeesDescribe the scope of work in detail. Please include a summary of key deliverables.Hugo's commitment to 24/7 customer support was a game-changer. Customers had the freedom to seek assistance whenever they needed, eliminating time zone barriers. This customer-centric approach skyrocketed satisfaction levels, particularly among those in diverse time zones. The accessibility and responsiveness Hugo brought to the table significantly boosted the overall support experience. **RESULTS & FEEDBACK** What were the measurable outcomes from the project that demonstrate progress or success?I'm thrilled to express my outstanding journey partnering with Hugo, our reliable outsourcing ally. Hugo's unwavering commitment to on-time deliveries has been nothing short of impressive. Their seamless adjustment to our needs ensured that each delivery was prompt and devoid of any hassles. Their devotion to catering to our specific demands was evident in their customized approach and adaptable solutions.Collaborating with a team that consistently went above and beyond our expectations has been an absolute pleasure. Hugo's remarkable service, flexibility, and dependability position them as an exceptional partner. We extend our gratitude for their vital role in enabling our timely deliveries and eagerly anticipate the continuation of this fruitful partnership.Describe their project management. Did they deliver items on time? How did they respond to your needs?Hugo's remarkable grasp of our company culture truly set them apart. Right from the start, they fully immersed themselves in our values, mission, and business philosophy. Their dedication to understanding our distinct identity was evident, as they seamlessly integrated it into their services. Their ability to sync their approach with our culture not only fostered a seamless partnership but also elevated our collaboration. Hugo's commitment to infusing our ethos into their solutions and interactions underscored their exceptional professionalism and adaptability. Collaborating with a team that effortlessly embraced and amplified our company culture was genuinely gratifying, turning our collaboration into a rewarding and successful experience.What was your primary form of communication with Hugo?Virtual MeetingEmail or Messaging AppWhat did you find most impressive or unique about this company?Hugo stood out with an energy that was truly exceptional. Right from the outset, their enthusiasm and positive spirit infused our collaboration with a unique vibrancy. It was as if they harnessed good energy to fuel our partnership. This dynamic approach not only revitalized our interactions but also resonated with our company culture. Hugo's ability to radiate positivity while aligning with our values created a harmonious synergy that was both uplifting and inspiring. Collaborating with a team that brought such a refreshing and genuine positive energy was a rarity, making our journey not just productive but also invigorating.Are there any areas for improvement or something Hugo could have done differently?Nope, everything was great. --- #### Multilingual Customer Support for Beverage Company **The Project** - Services: Content Moderation Services, Content Writing Services, Customer Service Outsourcing, Fulfillment, Graphic Design, Translation - Project size: $10,000 to $49,999 - Project length: Jan. 2022 - Ongoing **Project Summary**: Hugo provides customer support for a beverage company. They augment the client's support team and offer multi-channel support in different languages. **Review Rating**: 5.0 - Quality: 5.0 - Schedule: 5.0 - Cost: 5.0 - Willing to Refer: 5.0 **The Reviewer** Department Head, Beverage Company - Industry: Other industries - Client size: 11-50 Employees - Review Type: Online Review - Verified **The Review** — Aug 22, 2023 **Feedback Summary**: Hugo has provided strategies and accurate solutions that significantly reduce the company's response times. The team's ability to cater to customers from diverse linguistic backgrounds makes the workflow seamless. The client appreciates their flexibility, adaptability, and punctuality. ""Hugo demonstrates an exceptional understanding of our company culture that truly sets them apart."" **BACKGROUND** Please describe your company and position.I am a Department at a food & beverages companyDescribe what your company does in a single sentence.Clean hydration company. **OPPORTUNITY / CHALLENGE** What specific goals or objectives did you hire Hugo to accomplish?Provide better customer supportFocus on innovation **SOLUTION** How did you find Hugo?ReferralWhy did you select Hugo over others?Great culture fitGood value for costReferred to meCompany values alignedHow many teammates from Hugo were assigned to this project?OtherDescribe the scope of work in detail. Please include a summary of key deliverables.We hired Hugo to increase the number of support agents and also provide support multi-channel support in different languages. **RESULTS & FEEDBACK** What were the measurable outcomes from the project that demonstrate progress or success?I'm thrilled to share my experience working with Hugo that has truly transformed our customer support. Their expertise in accelerating response times and providing multilingual support has been nothing short of remarkable, and their exceptional work in creating an informative FAQ page deserves a special mention. From the moment we partnered with Hugo, it was evident that they understood the critical importance of prompt customer responses. They seamlessly implemented strategies that significantly reduced our response times, ensuring that our valued customers never had to wait long for assistance. Whether it was through email, chat, or phone, their skilled agents were always ready to provide swift and accurate solutions to our customers' inquiries. This level of responsiveness not only improved customer satisfaction but also showcased their commitment to delivering exceptional service. One of the standout features of our collaboration was their ability to cater to customers from diverse linguistic backgrounds. With their team of multilingual agents, language barriers became a thing of the past. They effortlessly communicated with customers in various languages, making them feel valued and understood. This personalized approach not only fostered stronger customer relationships but also opened up new avenues for our business to connect with a global audience. The icing on the cake was their phenomenal work in creating an FAQ page that became an invaluable resource for our customers. Their attention to detail and deep understanding of our products and services allowed them to curate a comprehensive and user-friendly FAQ section. It covered a wide range of topics, addressing common queries and concerns. This resource not only empowered our customers to find answers quickly but also significantly reduced the load on our support team, allowing them to focus on more complex issues. In conclusion, my experience with Hugo has been nothing short of exceptional. I am truly grateful for their dedication, expertise, and the positive impact they have had on our customer relationships. I wholeheartedly recommend them to any business seeking to elevate their customer support to new heights.Describe their project management. Did they deliver items on time? How did they respond to your needs?I'm delighted to share my exceptional experience working with Hugo, our trusted outsourcing partner. Their commitment to delivering items on time has been truly remarkable. Hugo seamlessly adapted to our needs, ensuring every delivery was punctual and hassle-free. Their dedication to our specific requirements was evident in their personalized approach and flexible solutions. It's been a pleasure collaborating with a team that not only met our expectations but consistently exceeded them. Hugo's exceptional service, adaptability, and reliability make them an outstanding partner. We're grateful for their contributions in helping us achieve timely deliveries and look forward to continuing this successful partnership.What was your primary form of communication with Hugo?Virtual MeetingEmail or Messaging AppWhat did you find most impressive or unique about this company?Hugo demonstrates an exceptional understanding of our company culture that truly sets them apart. From day one, they immersed themselves in our values, mission, and way of doing business. It was evident that they took the time to comprehend our unique identity, translating it seamlessly into their services. Their ability to align their approach with our culture not only ensured a harmonious partnership but also enhanced our collaboration. Hugo's commitment to reflecting our ethos in their interactions and solutions showcased their remarkable professionalism and adaptability. Working with a team that effortlessly embraced and enhanced our company culture was a true pleasure, making our collaboration not only successful but also an enriching experience.Are there any areas for improvement or something Hugo could have done differently?None that I can think of. --- #### Call Center Services for Gaming Company **The Project** - Services: Affiliate Marketing, Blockchain Marketing, Business Continuity Management, Content Moderation Services, Content Writing Services, Customer Service Outsourcing - Project size: $50,000 to $199,999 - Project length: Aug. 2022 - Aug. 2023 **Project Summary**: Hugo provided call center services for a gaming company. They managed the client's customer experience via social media, responded to tickets, and vetted creditors and affiliates. **Review Rating**: 5.0 - Quality: 5.0 - Schedule: 5.0 - Cost: 5.0 - Willing to Refer: 5.0 **The Reviewer** Former Head of Growth, Gaming Company - Industry: Gaming - Client size: 11-50 Employees - Review Type: Online Review - Verified **The Review** — Aug 17, 2023 **Feedback Summary**: Hugo reduced response times on social media to less than 1 hour and response to tickets to less than three hours. The team communicated via Slack, ensuring a smooth workflow. They were approachable, responsive, enthusiastic, and willing to adapt to our needs, creating a collaborative atmosphere. ""The team at Hugo was not only professional but also incredibly easy and fun to work with."" **BACKGROUND** Please describe your company and position.I am the Head of Growth of a gaming companyDescribe what your company does in a single sentence.We built a play-and-earn chess platform. **OPPORTUNITY / CHALLENGE** What specific goals or objectives did you hire Hugo to accomplish?Reduce response times on social media to less than 1 hourRespond to support tickets in less than 3 hoursVet creators and affiliates interested in working with Immortal Game **SOLUTION** How did you find Hugo?ReferralWhy did you select Hugo over others?High ratingsClose to my geographic locationPricing fit our budgetGreat culture fitGood value for costCompany values alignedHow many teammates from Hugo were assigned to this project?2-5 EmployeesDescribe the scope of work in detail. Please include a summary of key deliverables.At Immortal Game, we successfully partnered with Hugo to help with a range of services to enhance our operations and community engagement. Our collaboration with these services yielded remarkable results in various aspects of our business: Community Moderation: Through strategic collaboration, Hugo effectively managed its online community environment. By leveraging specialized moderation services, we ensured a safe and productive space for all participants. This partnership led to improved discussions, reduced instances of inappropriate content, and an overall positive UX. Influencer Application Vetting: Our partnership extended to streamlining the process of evaluating influencer applications. By utilizing specialized platforms, we efficiently reviewed and assessed potential influencers. This approach enabled us to select individuals whose values align with ours, ensuring authentic and impactful partnerships that resonate with the chess community. Response Time Enhancement: With the assistance of Hugo, Immortal Game significantly bolstered its response time to user queries and concerns. By integrating directly with ZenDesk, we promptly addressed customer inquiries, provided timely assistance, and fostered a sense of reliability and trust among our player base. In summary, our collaboration with these services propelled Immortal Game's growth and effectiveness in community moderation, influencer selection, and customer support. These partnerships played a pivotal role in creating a more secure, engaging, and responsive environment for our community members, ultimately contributing to our continued success. **RESULTS & FEEDBACK** What were the measurable outcomes from the project that demonstrate progress or success?Respond to support tickets in less than 3 hours Reduce response times on social media to less than 1 hour Vetted more than 200 daily ambassador applicationsDescribe their project management. Did they deliver items on time? How did they respond to your needs?Communication played a pivotal role in our partnership, and Hugo excelled in this regard. They provided a range of communication channels including Slack, email, and even phone calls, ensuring that we were always connected and well-informed. This accessibility made coordination effortless, and it was remarkably convenient to discuss updates, provide feedback, and clarify any queries. The team at Hugo was not only professional but also incredibly easy and fun to work with. Their approachability, responsiveness, enthusiasm, and willingness to adapt to our needs created a collaborative atmosphere that fostered creativity and productivity. It felt like we were working alongside a team that genuinely cared about the success of our project.What was your primary form of communication with Hugo?Virtual MeetingEmail or Messaging AppWhat did you find most impressive or unique about this company?Flexible and quality of the work was fantastic.Are there any areas for improvement or something Hugo could have done differently?None that stands out. --- #### Social Media Marketing & Moderation for Food & Beverage Co **The Project** - Services: Content Moderation Services, Social Media Marketing - Project size: $10,000 to $49,999 - Project length: Nov. 2023 - Ongoing **Project Summary**: Hugo provides social media marketing services for a food and beverage company. The team is responsible for content moderation, community management, influencer identification, and social media strategies. **Review Rating**: 5.0 - Quality: 5.0 - Schedule: 4.0 - Cost: 4.0 - Willing to Refer: 5.0 **The Reviewer** Group Marketing Manager, Food & Beverage Company - Industry: Food & Beverage - Client size: 51-200 Employees - Review Type: Online Review **The Review** — Sep 26, 2024 **Feedback Summary**: Hugo's efforts have reduced the client's response time to under an hour and improved social media following by 150% in six months. The team has demonstrated exceptional coordination and communication via Slack, emails, and calls. Their ability to scale their services has impressed the client. ""The team is very proactive, which is something we were looking for in a partner."" **BACKGROUND** Please describe your company and position.I am the Group Marketing Manager of a food and beverage companyDescribe what your company does in a single sentence.Food and Beverage **OPPORTUNITY / CHALLENGE** What specific goals or objectives did you hire Hugo to accomplish?Access to expertise with a global workforceFaster response time **SOLUTION** How did you find Hugo?Online SearchWhy did you select Hugo over others?High ratingsClose to my geographic locationGreat culture fitHow many teammates from Hugo were assigned to this project?2-5 EmployeesDescribe the scope of work in detail. Please include a summary of key deliverables.Hugo has been an excellent partner for our CPG brand's social media needs. Their team efficiently handles content moderation, swiftly removing inappropriate posts and spam. Their community management is top-notch, engaging our audience and boosting user interaction. Hugo also excels at identifying and vetting influencers who align with our brand, streamlining our marketing collaborations. Their insights have helped refine our social media strategies. **RESULTS & FEEDBACK** What were the measurable outcomes from the project that demonstrate progress or success?Hugo has delivered impressive results for our CPG brand's social media operations. Their efficient content moderation and community management services have: Reduced our response time to under 1 hour, ensuring swift engagement with our audience. Helped grow our social media following by 150% in just 6 months, significantly expanding our online presence. Identified and vetted over 250 creators for potential brand collaborations, streamlining our influencer marketing efforts.Describe their project management. Did they deliver items on time? How did they respond to your needs?Hugo's project management team demonstrated exceptional communication and coordination throughout our partnership. They maintained consistent contact via Slack, email, and regular calls, ensuring we were always up-to-date on project progress and performance metrics.What was your primary form of communication with Hugo?In-Person MeetingVirtual MeetingEmail or Messaging AppWhat did you find most impressive or unique about this company?Hugo's ability to scale their services.Are there any areas for improvement or something Hugo could have done differently?Nothing that I can think of at the moment. The team is very proactive, which is something we were looking for in a partner. --- #### Customer Support for Food Delivery Platform **The Project** - Services: Back Office Outsourcing, Customer Service Outsourcing, Generative AI - Project size: $200,000 to $999,999 - Project length: Jan. 2024 - Ongoing **Project Summary**: Hugo provides ongoing customer support for a food delivery platform. They manage customer complaints, push notifications, content publishing, and multilingual support across 40 countries.  **Review Rating**: 5.0 - Quality: 4.5 - Schedule: 5.0 - Cost: 4.0 - Willing to Refer: 5.0 **The Reviewer** Merchant Success, Food Delivery Platform - Industry: Information technology - Client size: 1,001-5,000 Employees - Review Type: Online Review **The Review** — Jun 27, 2024 **Feedback Summary**: The application review process was reduced by 60%, and satisfaction scores jumped 18%. Hugo was on top of everything and kept everyone in the loop. They quickly adapted to changes, consistently met deadlines, and managed resources across multiple time zones. ""They were genuine partners in our success."" **BACKGROUND** Please describe your company and position. I am the Merchant Success of an information technology company Describe what your company does in a single sentence.Food delivery business **OPPORTUNITY / CHALLENGE** What specific goals or objectives did you hire Hugo to accomplish?Increase our support capacityImprove the time to review driver applicationsSupport our content team in the app **SOLUTION** How did you find Hugo?Online SearchWhy did you select Hugo over others?High ratingsGreat culture fitReferred to meHow many teammates from Hugo were assigned to this project?25Describe the scope of work in detail. Please include a summary of key deliverables.They efficiently handled driver applications and support tickets, ensuring smooth onboarding and issue resolution. Their team managed customer complaints through our app with professionalism and promptness. They also assisted with push notification strategies, content publishing, and provided multilingual support across over 40 countries, operating in local time zones. Their comprehensive services significantly improved our operational efficiency and user experience. **RESULTS & FEEDBACK** What were the measurable outcomes from the project that demonstrate progress or success?They supercharged our application review process, cutting it down by a whopping 60%. Plus, our customers were noticeably happier, with satisfaction scores jumping up 18%. They really helped us level up our operations and keep our users smiling.Describe their project management. Did they deliver items on time? How did they respond to your needs?The team stayed on top of everything, keeping us in the loop without overwhelming us with unnecessary details. They were quick to adapt to changes, consistently met deadlines, and effectively managed resources across multiple time zones.What was your primary form of communication with Hugo?In-Person MeetingVirtual MeetingEmail or Messaging AppWhat did you find most impressive or unique about this company?They seamlessly managed support across 40+ countries, adapting to local languages and time zones without missing a beat. Their attention to detail was remarkable - from crafting perfectly timed push notifications to publishing engaging content on our app.But what truly stood out was how quickly they became experts in our business, offering insights and solutions that showed they really understood our goals and challenges. They weren't just following a script or templates; they were genuine partners in our success.Are there any areas for improvement or something Hugo could have done differently?N/A --- #### BPO & Customer Service Support for Financial Services Co **The Project** - Services: Back Office Outsourcing, Content Moderation Services, Customer Service Outsourcing - Project size: $50,000 to $199,999 - Project length: Feb. 2022 - Ongoing **Project Summary**: Hugo manages a financial services company's inbound lead generation, customer service support, and content production. They also handle lead reviews via phone and email, edit content, and publish said content. **Review Rating**: 4.5 - Quality: 5.0 - Schedule: 5.0 - Cost: 4.0 - Willing to Refer: 5.0 **The Reviewer** Manager, Velocity Limited - Industry: Financial services - Client size: 1-10 Employees - Review Type: Online Review - Verified **The Review** — Jun 27, 2024 **Feedback Summary**: Thanks to Hugo's work, the client has improved their efficiency, as Hugo's skilled agents handle diverse tasks and allow the client's internal team to focus on core business strategies. The team is effective, personable, and supportive, making them an invaluable partner for the client. ""They quickly deployed skilled agents across different time zones, handling diverse inquiries effortlessly."" **BACKGROUND** Please describe your company and position.I am a Manager at Velocity LimitedDescribe what your company does in a single sentence.Provides financial services **OPPORTUNITY / CHALLENGE** What specific goals or objectives did you hire Hugo to accomplish?Deliver better customer supportHelp with content productionReduce repetitive tasks **SOLUTION** How did you find Hugo?ReferralWhy did you select Hugo over others?High ratingsGreat culture fitHow many teammates from Hugo were assigned to this project?6-10 EmployeesDescribe the scope of work in detail. Please include a summary of key deliverables.Partnered with Hugo to manage inbound leads and streamline content production. Their team now handles lead reviews via phone and email, as well as content editing and publishing. This collaboration has improved efficiency and allowed our internal team to focus on core business strategies. **RESULTS & FEEDBACK** What were the measurable outcomes from the project that demonstrate progress or success?They quickly deployed skilled agents across different time zones, handling diverse inquiries effortlessly.Describe their project management. Did they deliver items on time? How did they respond to your needs?Weekly reviews were efficient and effective, making Hugo an invaluable partner in simplifying operations and enhancing our capabilities.What was your primary form of communication with Hugo?In-Person MeetingVirtual MeetingWhat did you find most impressive or unique about this company?Their personable approach simplified agent training and relationship-building. Unlike typical BPOs, Hugo streamlined our support infrastructure, allowing us to focus on core business growth.Are there any areas for improvement or something Hugo could have done differently?n/a --- #### Customer & Technical Support for Consulting Firm **The Project** - Services: Back Office Outsourcing, Customer Service Outsourcing, Other IT Consulting and SI - Project size: $10,000 to $49,999 - Project length: Feb. 2023 - Ongoing **Project Summary**: Hugo provides customer support to a consulting company's clients. They respond to customer inquiries via email and chat, provide technical support, troubleshoot issues, and manage FAQs and knowledge hubs. **Review Rating**: 5.0 - Quality: 5.0 - Schedule: 5.0 - Cost: 4.0 - Willing to Refer: 5.0 **The Reviewer** Managing Partner, Consulting Company - Industry: Other industries - Client size: 1-10 Employees - Review Type: Online Review **The Review** — May 29, 2024 **Feedback Summary**: Hugo has helped the client provide a smooth and better experience for the end customers. The team manages the collaboration well. They facilitate weekly check-ins and quarterly in-person visits to ensure everyone is aligned. Hugo also delivers reports with valuable insights to keep moving forward. ""It's clear that they have true domain expertise in what they do, which is evident in the results they deliver for us."" **BACKGROUND** Please describe your company and position. I am the Managing Partner of a consulting company Describe what your company does in a single sentence.We partner with technology-enabled businesses on product management, business development and operations management **OPPORTUNITY / CHALLENGE** What specific goals or objectives did you hire Hugo to accomplish?Respond to customer inquiries fasterFAQ & Knowledge hub management’Manage escalations & disputes **SOLUTION** How did you find Hugo?ReferralWhy did you select Hugo over others?High ratingsGreat culture fitHow many teammates from Hugo were assigned to this project?2-5 EmployeesDescribe the scope of work in detail. Please include a summary of key deliverables.They provide top-notch customer/technical support to our customers through email and chat, working closely with our team to field inquiries, troubleshoot issues, and ensure a smooth experience. Hugo has also been brought in to work closely with our team to develop a process and manage disputes/billing questions to provide a better experience for our customers. **RESULTS & FEEDBACK** What were the measurable outcomes from the project that demonstrate progress or success?We're always looking to help our customers succeed and we needed extra support to keep up with our growth. That's where Hugo comes in. Describe their project management. Did they deliver items on time? How did they respond to your needs?We have weekly check-ins to stay aligned, and their reporting includes valuable next steps and insights that keep us moving forward. Plus, the quarterly in-person visits from their team help strengthen our partnership and ensure we're always on the same page.What was your primary form of communication with Hugo?In-Person MeetingVirtual MeetingEmail or Messaging AppWhat did you find most impressive or unique about this company?It's clear that they have true domain expertise in what they do, which is evident in the results they deliver for us.Are there any areas for improvement or something Hugo could have done differently?n/a --- #### Customer Service Outsourcing for HealthTech Company **The Project** - Services: Customer Service Outsourcing - Project size: Confidential - Project length: July 2023 - Ongoing **Project Summary**: Hugo provides customer service support for a healthtech company. Hugo provides a team of 10 dedicated agents who manage customer support through email and live chat. The team has created an FAQ section.  **Review Rating**: 5.0 - Quality: 5.0 - Schedule: 5.0 - Cost: 5.0 - Willing to Refer: 5.0 **The Reviewer** Customer Support Lead, HealthTech Company - Industry: Other industries - Client size: 51-200 Employees - Review Type: Online Review **The Review** — Feb 6, 2024 **Feedback Summary**: After six months, the client’s customer satisfaction rate has improved from 75% to 90% and achieved an 85% resolution rate. Hugo is responsive, proactive, and dedicated to finding solutions. The team is friendly and easy to talk to. Hugo communicates transparently and provides regular updates. ""One of the standout features of working with Hugo is their proactive approach to problem-solving."" **BACKGROUND** Please describe your company and position.I am the Customer Support Lead of a healthcare company Describe what your company does in a single sentence.Our company is a leading BioTech working in the healthcare and pharmaceutical industry. **OPPORTUNITY / CHALLENGE** What specific goals or objectives did you hire Hugo to accomplish?Provide the same quality of support as our internal team.Provide support to more channels based on customer feedback.Ensure a seamless and positive customer experience. **SOLUTION** How did you find Hugo?Online SearchWhy did you select Hugo over others?Pricing fit our budgetGreat culture fitGood value for costCompany values alignedHow many teammates from Hugo were assigned to this project?6-10 EmployeesDescribe the scope of work in detail. Please include a summary of key deliverables.Hugo, with a team of 10 dedicated agents, has successfully enhanced customer support for our company. They helped us increase the number of channels that we can provide support including email and live chat. They also created an FAQ reducing the overall number of tickets which allowed us to decrease our response time by 40%. Hugo provides dedicated customer support agents to handle interactions via chat and email. Agents undergo comprehensive training on our products, policies, and customer engagement strategies. Key Deliverables: 24/7 customer support. Respond to all tickets in less than 2 hours Continuous process improvements. **RESULTS & FEEDBACK** What were the measurable outcomes from the project that demonstrate progress or success?Customer Satisfaction: Scores improved from 75% to 90% within the first six months. First Contact Resolution: Achieved an 85% resolution rate, exceeding our benchmarks.Describe their project management. Did they deliver items on time? How did they respond to your needs?Proactive Team: Hugo consistently demonstrated a proactive approach to finding solutions and improvements before we even asked. This proactive mindset contributed to the success of our support operations. Responsiveness: The team responded promptly to our needs and consistently delivered on time. Transparent Communication: Regular updates and transparent communication helped maintain a smooth collaboration..What was your primary form of communication with Hugo?Email or Messaging AppWhat did you find most impressive or unique about this company?Proactive Team: One of the standout features of working with Hugo is their proactive approach to problem-solving and process optimization. They were dedicated to finding solutions and improvements before we even approached them. Friendliness and Training: The team was not only well-trained but also friendly and easy to talk to. This made collaboration smooth and ensured a positive working relationship. Cultural Competency: Hugo's agents showed cultural competency, adapting their We met with Tunde (Account Executive) who was very helpful and extremely kind. It made us comfortable that they had previously worked with other healthcare/pharma companies.communication to suit our diverse customer base.Are there any areas for improvement or something Hugo could have done differently?While our collaboration has been highly successful, there is always room for improvement: Documentation: as things continue to change it’s important to note and document all recommendations for improvements so we can track all experiments from a support perspective. --- #### Workflow Automation & AI Setup for IT & AI Company **The Project** - Services: AI Development, Data Annotation Services, Robotics Process Automation - Project size: $10,000 to $49,999 - Project length: Apr. 2023 - Ongoing **Project Summary**: Hugo optimizes an IT and AI company's onboarding workflows, enhances data processing capabilities, and integrates AI technologies. The team is tasked with seamlessly integrating AI into the client's workflow. **Review Rating**: 5.0 - Quality: 5.0 - Schedule: 5.0 - Cost: 5.0 - Willing to Refer: 5.0 **The Reviewer** Experience Design Lead, IT & AI Company - Industry: Information technology - Client size: 11-50 Employees - Review Type: Online Review **The Review** — Feb 4, 2024 **Feedback Summary**: Thanks to the efforts of Hugo's team, the client's sprints have improved significantly in data processing. The team's project management is excellent with the timely delivery of key items and communication via virtual meetings, email, and messaging apps. Overall, their commitment sets them apart. ""The folks at Hugo did a fantastic job."" **BACKGROUND** Please describe your company and position.I am the Experience Design Lead. of an information technology company Describe what your company does in a single sentence.We specialise in creating cutting-edge tech solutions, with a focus on data and AI. **OPPORTUNITY / CHALLENGE** What specific goals or objectives did you hire Hugo to accomplish?Optimization of onboarding processes.Enhanced efficiency in data handling.Seamless integration of AI solutions into our workflow. **SOLUTION** How did you find Hugo?ReferralWhy did you select Hugo over others?Pricing fit our budgetGreat culture fitGood value for costCompany values alignedHow many teammates from Hugo were assigned to this project?2-5 EmployeesDescribe the scope of work in detail. Please include a summary of key deliverables.We collaborated with Hugo to help us with a lot of repetitive tasks that would increase our productivity and allow us to produce new features with a faster rollout. We’ve been able to complete our sprints 2x faster with their help. Hugo proved instrumental in data processing and image labelling, which has been vital for us to build better models. They’ve been able to get 99% accuracy across all the work they’ve completed so far with us. Key deliverables included streamlined onboarding workflows, enhanced data processing capabilities, and successful integration of AI technologies. **RESULTS & FEEDBACK** What were the measurable outcomes from the project that demonstrate progress or success?Significant reduction in our sprints Improved accuracy and speed in data processing. Successful integration and utilization of all AI related solutions.Describe their project management. Did they deliver items on time? How did they respond to your needs?Excellent project management with timely delivery of key items. Responsive to our needs and consistently exceeded expectations.What was your primary form of communication with Hugo?Virtual MeetingEmail or Messaging AppWhat did you find most impressive or unique about this company?Hugo excelled in humanizing the technical aspects of our challenges, ensuring a deep understanding of our company values and mission. Their commitment to understanding our unique identity translated into services that seamlessly aligned with our goals. The team's commitment to understanding our unique needs and seamless integration with our tools have been key highlights for us. We were concerned that it would take a while for new hires to get ramped up but the folks at Hugo did a fantastic job.Are there any areas for improvement or something Hugo could have done differently?None so far. We look forward to working with more analysts. --- #### Back-Office Outsourcing for Construction Materials Co **The Project** - Services: Back Office Outsourcing, Customer Service Outsourcing, Insurance Services & Brokers - Project size: $10,000 to $49,999 - Project length: Oct. 2023 - Ongoing **Project Summary**: A construction materials manufacturer has hired Hugo for back-office outsourcing. The team handles customer support for inbound calls, emails, and social media interaction from customers. **Review Rating**: 5.0 - Quality: 5.0 - Schedule: 5.0 - Cost: 5.0 - Willing to Refer: 5.0 **The Reviewer** Manager, Acme Inc. - Industry: Other industries - Client size: 11-50 Employees - Review Type: Online Review **The Review** — Jan 15, 2024 **Feedback Summary**: Hugo's work has improved customer satisfaction scores from 78% to 92%, and repeat customers increased by 20%. Hugo's team is flexible, transparent, punctual, responsive, and communicative via email, phone calls, and chat. The client also praises the team's technical knowledge and empathetic support. ""Beyond their cultural competency, Hugo’s agents are unparalleled subject matter experts."" **BACKGROUND** Please describe your company and position.I am the Manager of Acme Inc.Describe what your company does in a single sentence.Acme Inc. manufactures and distributes building materials for commercial and residential construction projects **OPPORTUNITY / CHALLENGE** What specific goals or objectives did you hire Hugo to accomplish?Improve customer satisfaction scores. Hugo could use their expertise in nuanced, unbiased customer support to increase our customer satisfaction survey ratings by 15% year-over-year.Expand support coverage for global markets. By leveraging Hugo's workforce distributed across Africa, we could cost-effectively add customer service capabilities in Europe and Latin America to better serve those growing markets.Moderate harmful content. Hugo could apply their seasoned content moderation teams to keep harmful, offensive, or dangerous content from reaching our users, creating a safer online community aligned with our values. **SOLUTION** How did you find Hugo?Online SearchWhy did you select Hugo over others?Good value for costReferred to meCompany values alignedHow many teammates from Hugo were assigned to this project?2-5 EmployeesDescribe the scope of work in detail. Please include a summary of key deliverables.Scope of Work: Hugo will provide dedicated customer support agents to handle inbound calls, emails, and social media interactions from our customers. Support will be available 24/7 to align with the operating hours of our global ecommerce business. Hugo agents will be trained on our products, policies, workflows, and systems to address customer questions, troubleshoot problems, handle complaints, and process orders, returns, and exchanges.As experts in nuanced, unbiased support, Hugo will follow cultural competency protocols when dealing with our diverse customer base. In addition, Hugo will moderate user-generated content on our platform to remove any harmful, dangerous, or age-restricted material. A team dedicated to content analysis will scan all text, images, videos, and audio posts based on our content guidelines. Key Deliverables:24/7 customer supportFirst call resolution rates above industry standardQuarterly customer satisfaction scores of at least 90%Less than 1% order/return processing errorsHarmful content removal within 1 hour of posting **RESULTS & FEEDBACK** What were the measurable outcomes from the project that demonstrate progress or success?Customer Satisfaction: Customer satisfaction scores improved from 78% to 92% within the first year. Number of repeat customers increased by 20% year-over-year.Customer Support: Average first contact resolution rate reached 82%, exceeding the industry standard by over 10 percentage points. Wait times for support calls/chats averaged under 1 minute, a 5x improvement.Order Processing Accuracy: Order fulfillment errors were reduced from 1.5% to less than 0.5% within 6 months. Return and exchange processing accuracy reached 99.9%.Content Moderation: Harmful posts were removed within 30 minutes of publishing on average. Under 0.1% of moderated content was later flagged, indicating highly accurate content analysis. Customer feedback surveys and operational metrics across the board validated Hugo's ability to deliver excellent outcomes across customer support, order processing, and community moderation. The efficiency improvements directly translated to higher customer retention and satisfaction.Describe their project management. Did they deliver items on time? How did they respond to your needs?Hugo set clear project milestones and timelines from the start. They conducted a smooth rollout of the scaled customer support and moderation scope we agreed to. Within 2 weeks, Hugo was providing excellent 24/7 support aligned to our specifications via email, phone, and chat support channels. Initial delays were experienced in Hugo’s order processing deliverables in the first month due to the extensive catalog and system training required.However, their project lead Kate responded swiftly to adjust the training regimen and add additional quality assurance checks to address the processing errors their analysts were making early on. By the second month, order accuracy metrics were back on track and continued to improve over the course of the contract. The Hugo project management team also demonstrated flexibility to respond to spikes in support tickets and unusual order volumes during peak sales periods.Their ability to provide timely updates, value transparency, and adapt support resources to match our dynamic needs was impressive. By maintaining open and consistent communication channels, holding quarterly performance reviews, and being receptive to feedback, Hugo built trust in their ability to deliver and manage everything from small adjustments to major changes in support scope as our business grew 30% over the first year of our partnership.Overall, Hugo demonstrated stellar project management practices centered around responsiveness, accountability, and flexibility from start to finish.What was your primary form of communication with Hugo?Email or Messaging AppWhat did you find most impressive or unique about this company?The thing that most impressed me about Hugo was their ability to provide excellent customer support that was nuanced, empathetic, and unbiased - living up to their reputation despite rapid growth. As we expanded to new geographies, Hugo's agents asked thoughtful clarifying questions to adapt their responses to cultural norms while avoiding assumptions. Their ability to make each customer feel understood led to some of the highest satisfaction scores I’ve seen.Beyond their cultural competency, Hugo’s agents are unparalleled subject matter experts. The extensive training program Hugo runs ensures agents not only know our products inside and out, but can troubleshoot creative solutions. Their technical knowledge far surpasses outsourced support we’ve received previously. I also appreciate Hugo’s rigorous approach to community monitoring and harm reduction. Detecting code words, implied threats, images, videos and other content that violates our policies is an art and science Hugo has perfected.By blending the latest algorithms with human content analysis, they keep our community safe.Are there any areas for improvement or something Hugo could have done differently?While I've been very happy with Hugo's performance overall, there are a few areas I identified where I think they could improve:Onboarding process: Hugo's initial training regimen did not fully prepare agents to handle the complexity of our order management system. A more thorough onboarding curriculum with additional roleplaying exercises could have built competence faster.Staffing flexibility: During a couple of peak periods, wait times for phone support rose higher than expected due to spikes in call volume. Having contingent staffing pools ready to handle surges could help smooth response rates.Process documentation: In tracking down a few order processing errors, some gaps in Hugo's internal process documentation surfaced. Tighter documentation of procedures and edge cases could accelerate knowledge sharing.Proactive updates: There were instances where the Hugo account team could have been more proactive in updating me on staffing changes or other milestones. Setting up automatic status reports could promote transparency. Considering how well Hugo has performed overall, these improvements are minor. --- #### Customer Support & Content Moderation for E-Commerce Co **The Project** - Services: Content Moderation Services, Customer Service Outsourcing - Project size: $10,000 to $49,999 - Project length: Oct. 2023 - Ongoing **Project Summary**: Hugo provides customer support and content moderation services for an e-commerce company. They respond to customer inquiries, review user-generated content, and assist with managing key marketplace workflows. **Review Rating**: 5.0 - Quality: 5.0 - Schedule: 5.0 - Cost: 5.0 - Willing to Refer: 5.0 **The Reviewer** HR Manager, Weed - Industry: eCommerce - Client size: 1-10 Employees - Review Type: Online Review **The Review** — Jan 15, 2024 **Feedback Summary**: Thanks to Hugo, the client has reduced average customer wait times from 10 minutes to 90 seconds within six months. They've also increased CSAT from 68% to 85% and issue resolution rates from 71% to 90%. Hugo maintains a 95% content moderation accuracy rate and ensures stellar project management. ""Their responsiveness to time-sensitive inquiries has been outstanding."" **BACKGROUND** Please describe your company and position.I am the HR Manager of WeedDescribe what your company does in a single sentence.Tell us what your company does in a single sentence **OPPORTUNITY / CHALLENGE** What specific goals or objectives did you hire Hugo to accomplish?Improve customer satisfaction ratings by ensuring issues are resolved quickly and with empathy by our predominantly Black support staff.Reduce moderation bias in content reviews by leveraging Hugo's understanding of cultural nuances gained through its focus on hiring in Black communities.Increase productivity in marketplace operations by allowing Hugo's remote teams to provide overnight and weekend coverage. **SOLUTION** How did you find Hugo?ReferralWhy did you select Hugo over others?Referred to meCompany values alignedDescribe the scope of work in detail. Please include a summary of key deliverables.Scope of Work: We will partner with Hugo to handle a portion of our customer support, content moderation, and marketplace operations activities. Specifically, Hugo will provide: Customer Support: Hugo agents will be the first line of response for common customer inquiries about orders, shipping, returns/exchanges, and account issues. Hugo will resolve easy issues directly and escalate more complex inquiries to our internal team per agreed protocols. Content Moderation: Hugo moderators will review user-generated content like product listings, reviews, forum posts across our marketplace properties based on our content policies. They will remove prohibited content, flag borderline cases for our internal review, and approve compliant submissions. Marketplace Operations: Hugo will assist with managing key marketplace workflows and processes afterhours and on weekends when our main operations team is offline. This includes transaction review, fraud monitoring, platform troubleshooting and response, and urgent seller/buyer issue triage. Key Deliverables: Average wait time for customer support under 2 minutes Customer satisfaction score improvement of 15% within 6 months 90% or greater accuracy in content moderation judgments Maximum 2 hour response time for urgent marketplace issues arising outside core operating hours The goal is to leverage Hugo's cultural knowledge and remote resourcing capabilities to meaningfully improve customer experience, streamline moderation, and enable round-the-clock marketplace coverage. **RESULTS & FEEDBACK** What were the measurable outcomes from the project that demonstrate progress or success?Customer Support Average customer wait times reduced from 10 minutes to 90 seconds over 6 months Customer satisfaction (CSAT) scores increased from 68% to 85% over first year Number of support tickets closed by Hugo agents now makes up 40% of total ticket volume Content Moderation Accuracy rate of Hugo moderation judgments remains 95% or higher Average review time per content submission reduced from 4.2 hours to 22 minutes Hugo now handles 82% of initial content moderation workflow Marketplace Operations Issue resolution rate for after-hours/weekend requests increased from 71% to 90% with Hugo support Peak order volume on weekends has increased by 53% without marketplace disruption Number of sellers rating site operations support as "very good" increased by 31 percentage points The hard metrics show Hugo contributing significantly across customer support load, allowing quicker content publishing, and enabling uninterrupted marketplace operations outside standard business hours. Customer and seller satisfaction has also improved considerably with Hugo's involvement. This demonstrates we are progressing strongly across the key areas Hugo was engaged to augment and support.Describe their project management. Did they deliver items on time? How did they respond to your needs?Project Management: Overall, Hugo has done an excellent job managing to the project scope and timelines agreed upon. From onboarding their teams to putting in place reporting dashboards, Hugo moved rapidly while keeping us continuously updated and engaged. Key elements of Hugo's effective project management include: Dedicated Account Manager: Our lead contact walked us through planning and remains readily available. Timelines Met: Hugo onboarded agents and moderators 3 days ahead of schedule. 89% of all other milestones have been hit within 2 days of target dates. Proactive Communication: Hugo provides weekly recaps on metrics and salient updates. They flag potential issues early. Their responsiveness to time-sensitive inquiries has been outstanding. Responsiveness: Whenever we have had special requests or needed process adjustments, Hugo has responded swiftly and completely. Some examples: We realized our support case categorization schema needed significant overhaul - Hugo's team had optimized recommendations to us within 48 hours which we implemented. With site activity surging during summer weekends, Hugo arranged to expand weekend support teams within 4 days to keep up with demand at no additional cost. Overall the project management rigor, proactivity, and customer service focus Hugo has demonstrated goes substantially beyond our typical vendor experience. Our key success measures around this engagement also speak volumes.What was your primary form of communication with Hugo?Virtual MeetingEmail or Messaging AppWhat did you find most impressive or unique about this company?Most Impressive Attributes: I'd have to say the deep understanding of diversity issues which permeates through Hugo's teams set them apart the most for us. As an organization striving to foster inclusion, we were thrilled to partner with a company that lives these values every day. Some examples that stood out: Nuanced Cultural Perspectives: The contextual knowledge that Hugo's agents brought when reviewing content or interpreting customer concerns resulted in more appropriate outcomes. Subtleties often got missed previously. Community-Informed Approach: Local community feedback loops have shaped Hugo's best practices in equitable service and staff support. This manifests in sensitive, effective interactions. Passion for Representation: Whether in leadership presentations or agent training, Hugo's commitment to representation and voice for marginalized groups is palpable across the breadth of talent we have partnered with. This aligns beautifully to our own equity mission. But the impressiveness for me comes from seeing this manifested distinctly within Hugo's corporate DNA - not just a PR sticker. And the proof has been in greatly enriched service to our diverse customer base thanks to their unique worldview and skills. Uniqueness Overall: Having this caliber of specialized expertise available as a scalable, remote team resource makes Hugo still very unique in their space overall. We are very glad to have them as a key program partner in service of our community!Are there any areas for improvement or something Hugo could have done differently?While we have been very satisfied overall working with Hugo thus far, a few areas we see as opportunities for refinement include: New Starter Onboarding: While Hugo hits staffing targets reliably, some of the early interactions with new support agents showed gaps remaining around our proprietary tools and unique product portfolio nuances. Additional ramp-up guidance could smooth the early learning curve. Weekend Staffing Model: Hugo has done admirably covering weekends through internal rotation and cross-training resources. But volume peaks have led to periodic delays. Developing a dedicated, specialized weekend team could boost capacity and consistency. Thought Leadership Exposure: Hugo brings such impressive expertise around diversity, equity and community building. We would enjoy seeing them share more formally via industry speaking opportunities or guest columns. This could aid their positioning considerably. Process Documentation Rigor: As we optimize workflows between teams, ensuring Hugo's team documents their share of processes end-to-end can fill knowledge gaps down the line when new staff come onboard. The opportunities noted stem from Hugo's stellar execution overall elevating expectations. Any vendor has reasonable constraints around things like staffing models and informal knowledge sharing. As Hugo evolves from rapid growth phase to established brand, documenting and disseminating their specialized expertise will only increase their leadership authority. We look forward to the continued innovation their diverse insights inspire - both for our collective organizations and the communities we serve. --- #### Outsourced Accounting & Content Writing for IT Services Firm **The Project** - Services: Finance & Accounting Outsourcing (FAO), HR Outsourcing - Project size: $200,000 to $999,999 - Project length: May 2021 - Ongoing **Project Summary**: Hugo provides outsourced accounting, finance, and content writing services for an IT services firm. They create financial reports and statements and produce and proofread content based on the content calendar. **Review Rating**: 4.5 - Quality: 5.0 - Schedule: 5.0 - Cost: 4.0 - Willing to Refer: 5.0 **The Reviewer** Business Analyst, Advance Solutions Corp - Industry: Information technology - Client size: 201-500 Employees - Review Type: Online Review - Verified **The Review** — Sep 11, 2023 **Feedback Summary**: Hugo has helped the client free capacity and focus on core activities, resulting in improved efficiency. Their team listens intently to the client's needs and expectations to ensure everyone is on the same page. They also demonstrate their knowledge, transparency, and streamlined workflow. ""People there know what they’re doing, and they’re just really nice people to work with."" **BACKGROUND** Please describe your company and position.I am the Business Analyst of Advance Solutions Corp.Describe what your company does in a single sentence.Provide consultation for various software implementations via ServiceNow platform. **OPPORTUNITY / CHALLENGE** What specific goals or objectives did you hire Hugo to accomplish?Free capacity and allow the team to focus on core activities **SOLUTION** How did you find Hugo?ReferralWhy did you select Hugo over others?Great culture fitReferred to meHow many teammates from Hugo were assigned to this project?14Describe the scope of work in detail. Please include a summary of key deliverables.Deliverables: Regular financial reports and statementsWritten content pieces as per the content calendar and specific requestsEdited and proofread content to publication-ready standardsAny other deliverables mutually agreed upon during the engagement **RESULTS & FEEDBACK** What were the measurable outcomes from the project that demonstrate progress or success?Hugo has been a game-changer for our business. Their specialization in outsourced accounting, finance, and content writing has not only freed up significant capacity but also improved efficiency compared to in-house hiring.Describe their project management. Did they deliver items on time? How did they respond to your needs?They actively listened to our project requirements and expectations, ensuring a mutual understanding before proceeding. Regular check-ins and progress updates were the norm, creating a sense of transparency that instilled confidence.What was your primary form of communication with Hugo?Virtual MeetingEmail or Messaging AppWhat did you find most impressive or unique about this company?Easy, fast, and streamlined. People there know what they’re doing, and they’re just really nice people to work with.Are there any areas for improvement or something Hugo could have done differently?no --- #### Customer Support for Marketing & Advertising Company **The Project** - Services: Content Writing Services, Customer Service Outsourcing - Project size: $200,000 to $999,999 - Project length: Aug. 2020 - Ongoing **Project Summary**: A marketing and advertising company has hired Hugo for customer support. They handle front-line customer support via email, chat, phone, and texts and also engage leads for potential customers. **Review Rating**: 5.0 - Quality: 5.0 - Schedule: 5.0 - Cost: 4.5 - Willing to Refer: 5.0 **The Reviewer** VP of Growth, Advertising & Marketing Company - Industry: Advertising & marketing - Client size: 51-200 Employees - Review Type: Online Review - Verified **The Review** — Aug 28, 2023 **Feedback Summary**: Hugo's productive, innovative, and competitive work has liberated the client's workload, allowing them to relocate resources to other areas. Hugo communicates via daily meetings on Slack to ensure a quick project progress. The client also praises the team's enthusiasm and proactiveness. "''Very proactive and keen to always help.''" **BACKGROUND** Please describe your company and position.I am the VP of Growth of an advertising & marketing companyDescribe what your company does in a single sentence.We are a precision storytelling and experiences agency for imaginative tech brands. **OPPORTUNITY / CHALLENGE** What specific goals or objectives did you hire Hugo to accomplish?Help qualify leads that come in through our websiteFront line customer supportphone, email, chat **SOLUTION** How did you find Hugo?ReferralWhy did you select Hugo over others?Great culture fitGood value for costHow many teammates from Hugo were assigned to this project?14Describe the scope of work in detail. Please include a summary of key deliverables.Hugo seamlessly joined our team for lead qualification and front-line customer support. Through integrated channels - email, chat, phone, and text - they engaged leads and customers effectively. With thorough training and quality checks, Hugo ensured accurate lead evaluation and top-notch assistance. Their contribution streamlined processes and enhanced customer interactions. **RESULTS & FEEDBACK** What were the measurable outcomes from the project that demonstrate progress or success?Hugo's operational support liberated us. By handling routine tasks like customer support and lead qualification, we redirected our resources to new business ventures and strategic priorities. This shift boosted productivity, innovation, and competitive edge, while Hugo ensured efficient day-to-day operations.Describe their project management. Did they deliver items on time? How did they respond to your needs?daily standups to ensure we move forward quickly and on-going chat through slack.What was your primary form of communication with Hugo?Virtual MeetingEmail or Messaging AppWhat did you find most impressive or unique about this company?Very enthusiastic people who are very proactive and keen to always help.Are there any areas for improvement or something Hugo could have done differently?N/A --- #### Accounting Services for Marketing & Venture Capital Firm **The Project** - Services: Finance & Accounting Outsourcing (FAO), HR Outsourcing - Project size: $50,000 to $199,999 - Project length: May 2021 - Ongoing **Project Summary**: A marketing and venture capital firm hired Hugo for their financial accounting services. The team is responsible for financial reporting, tax return documentation, content development, and auditing. **Review Rating**: 5.0 - Quality: 5.0 - Schedule: 4.5 - Cost: 5.0 - Willing to Refer: 5.0 **The Reviewer** Founder, Marketing & Venture Capital Firm - Industry: Advertising & marketing - Client size: 11-50 Employees - Review Type: Online Review - Verified **The Review** — Aug 24, 2023 **Feedback Summary**: The engagement has led to an 80% improvement in efficiency, exceeding the client's business goals. Hugo has been attentive to the needs and requirements of the internal team, and the internal stakeholders are particularly impressed with the service provider's streamlined processes. ""The team knows what they’re doing, and they're really easy to work with."" **BACKGROUND** Please describe your company and position.I am the founder of an advertising & marketing companyDescribe what your company does in a single sentence.Entertainment marketing and venture Capital **OPPORTUNITY / CHALLENGE** What specific goals or objectives did you hire Hugo to accomplish?Free capacity and allow the team to focus on core activities **SOLUTION** How did you find Hugo?Online SearchWhy did you select Hugo over others?Great culture fitGood value for costCompany values alignedHow many teammates from Hugo were assigned to this project?6-10 EmployeesDescribe the scope of work in detail. Please include a summary of key deliverables.Regular financial reports and statements. Completed tax returns and related documentation. Written content pieces as per the content calendar and specific requests. Edited and proofread content to publication-ready standards. Any other deliverables mutually agreed upon during the engagement. **RESULTS & FEEDBACK** What were the measurable outcomes from the project that demonstrate progress or success?Hugo has been a game-changer for our business. Their specialization in outsourced accounting, finance, and content writing has not only freed up significant capacity but also delivered an astounding 80% improvement in efficiency compared to in-house hiring.Describe their project management. Did they deliver items on time? How did they respond to your needs?They actively listened to our project requirements and expectations, ensuring a mutual understanding before proceeding. Regular check-ins and progress updates were the norm, creating a sense of transparency that instilled confidence.What was your primary form of communication with Hugo?Virtual MeetingEmail or Messaging AppWhat did you find most impressive or unique about this company?Easy, fast and streamlined. The team knows what they’re doing, and they're really easy to work with.Are there any areas for improvement or something Hugo could have done differently?it could have been better for us pay with credit card --- #### Lead Generation & Event Planning for Wellness & Fitness Club **The Project** - Services: Customer Service Outsourcing - Project size: $50,000 to $199,999 - Project length: July 2022 - Ongoing **Project Summary**: Hugo provides event planning and lead generation services for a wellness and fitness premier club. The team manages phone calls, emails, and chats and schedules appointments to attract potential customers. **Review Rating**: 5.0 - Quality: 5.0 - Schedule: 5.0 - Cost: 5.0 - Willing to Refer: 5.0 **The Reviewer** Director, Wellness & Fitness Premier Club - Industry: Other industries - Client size: 11-50 Employees - Review Type: Online Review **The Review** — Aug 23, 2023 **Feedback Summary**: Thanks to Hugo's efforts, the client has nurtured customer relationships and optimized conversion rates, driving growth and success. The team delivers on time and is easy to work with. Overall, they understand the client's needs and communicate effectively via meetings, emails, and messages. ""I've been impressed by how quickly they've been able to get the team up and running."" **BACKGROUND** Please describe your company and position.I am the Director of a wellness & fitness companyDescribe what your company does in a single sentence.Wellness and Fitness Premier Club **OPPORTUNITY / CHALLENGE** What specific goals or objectives did you hire Hugo to accomplish?help us with event planning and marketing-Build out our customer support team through emailqualify our leads interested in signing up **SOLUTION** How did you find Hugo?Online SearchWhy did you select Hugo over others?High ratingsGreat culture fitHow many teammates from Hugo were assigned to this project?2-5 EmployeesDescribe the scope of work in detail. Please include a summary of key deliverables.Lead Qualification: Hugo was brought in to handle initial qualification process by engaging with leads through phone calls, emails, or online chats. They can gather essential information, assess the leads' fitness goals, interests, and preferences, and determine their potential as valuable customers. Appointment Scheduling: Hugo managed appointment scheduling for gym tours, consultations, and trial sessions. They ensure that leads are seamlessly integrated into our gym's scheduling system, increasing the likelihood of turning leads into actual visitors. **RESULTS & FEEDBACK** What were the measurable outcomes from the project that demonstrate progress or success?Hugo helped us streamline lead management, focus on nurturing strong customer relationships, and optimize conversion rates, ultimately driving growth and success in a competitive fitness industry.Describe their project management. Did they deliver items on time? How did they respond to your needs?Always delivered their work on time and was easy to work with them on an-going basis.What was your primary form of communication with Hugo?Virtual MeetingEmail or Messaging AppWhat did you find most impressive or unique about this company?They quickly understood what we wanted to achieve. I've been impressed by how quickly they've been able to get the team up and running. It’s a plus that they already knew all of our tools and systems.Are there any areas for improvement or something Hugo could have done differently?None --- #### Content Moderation & Customer Support for Digital Media Co **The Project** - Services: AI Development, Content Moderation Services, Customer Service Outsourcing, Data Annotation Services - Project size: Confidential - Project length: Apr. 2020 - Ongoing **Project Summary**: Hugo provides content moderation services for a digital media company. The team also offers customer support to existing customers and potential prospects via email and chat. **Review Rating**: 5.0 - Quality: 5.0 - Schedule: 5.0 - Cost: 5.0 - Willing to Refer: 5.0 **The Reviewer** Director of Business Operations, Digital Media Company - Industry: Advertising & marketing - Client size: 51-200 Employees - Review Type: Online Review **The Review** — Aug 23, 2023 **Feedback Summary**: The engagement has led to an impressive 99% precision rate in content review. Hugo demonstrates efficient project management and clear communication. They provide real-time updates via Slack and conduct biweekly meetings for smoother collaboration. The team is efficient and easy to work with. ""Working with Hugo has been a breeze due to their open and cooperative approach."" **BACKGROUND** Please describe your company and position.I am the Dir of Business Operations of an advertising & marketing companyDescribe what your company does in a single sentence.We help companies reach the next generation of customers through social and streaming platforms. **OPPORTUNITY / CHALLENGE** What specific goals or objectives did you hire Hugo to accomplish?Improve content moderationIncrease team capacityImprove our NLP **SOLUTION** How did you find Hugo?Online SearchWhy did you select Hugo over others?Great culture fitGood value for costCompany values alignedHow many teammates from Hugo were assigned to this project?28Describe the scope of work in detail. Please include a summary of key deliverables.NLP Enhancement: Hugo's proficient team contributes to refining our Natural Language Processing (NLP) algorithms, enabling more accurate content categorization. Content Moderation: Hugo conducts thorough content moderation, ensuring that the platform maintains high-quality and relevant content by removing any inappropriate or irrelevant materials. Sentiment Analysis Review: Through comprehensive sentiment analysis, Hugo assists in gauging user sentiments towards various content pieces, providing valuable insights into audience perceptions. Customer Support Enhancement: Hugo extends a layer of efficient customer support to both existing customers and potential prospects via email and chat, delivering prompt responses and solutions. **RESULTS & FEEDBACK** What were the measurable outcomes from the project that demonstrate progress or success?With an impressive 99% precision rate in content review, Hugo's agents adeptly handle a diverse range of formats, including audio, text, and video, processing over 1,000 pieces of content hourly. Their proficiency extends to efficient project management and clear communication, ensuring a mutually beneficial collaboration. Hugo seamlessly embraced our company's culture and evolving requirements, further underscoring their excellence. Additionally, Hugo improved our response times 4X faster surpassing any benchmarks that we had established.Describe their project management. Did they deliver items on time? How did they respond to your needs?Timely Deliveries: Hugo consistently exceeded expectations by delivering on time, ensuring that project milestones and deadlines were met without compromise. Smooth Collaboration: Working with Hugo has been a breeze due to their open and cooperative approach. Their team seamlessly integrated with our tools and processes. Communication Through Slack: We established a dedicated Slack channel for real-time communication, enabling instant updates, clarifications, and swift decision-making. Bi-Weekly Meetings: Regular bi-weekly meetings proved to be valuable for our partnership. These sessions provided a structured platform to discuss insights, progress, and areas for improvement.What was your primary form of communication with Hugo?Virtual MeetingEmail or Messaging AppWhat did you find most impressive or unique about this company?We’ve worked with other outsourcing companies before but Hugo has been by far the best. The people they bring are excited to work with us and they already were familiar with all the tools that we already use. Overall, it’s been very easy to work with them.Are there any areas for improvement or something Hugo could have done differently?none --- #### Customer Service Outsourcing for E-Commerce Business **The Project** - Services: Affiliate Marketing, Content Marketing, Content Writing Services, Data Annotation Services, UX/UI Design - Project size: Confidential - Project length: Jan. 2022 - Ongoing **Project Summary**: Hugo works with an e-commerce business to help them implement improvement strategies for their e-commerce platform. Their tasks involve regular performance reviews, training updates, and process refinements. **Review Rating**: 5.0 - Quality: 5.0 - Schedule: 5.0 - Cost: 5.0 - Willing to Refer: 5.0 **The Reviewer** Founder, E-Commerce Business - Industry: eCommerce - Client size: 1-10 Employees - Review Type: Online Review **The Review** — Aug 22, 2023 **Feedback Summary**: So far, the client is satisfied with Hugo's services — in fact, they've saved a lot of time and money with their help. The team ensures a smooth customer experience by always meeting deadlines and going above and beyond the call of duty. The partners communicate via virtual meetings and email. ""Hugo seamlessly adapts to our needs, ensuring every delivery is punctual and hassle-free."" **BACKGROUND** Please describe your company and position.I am the Founder of an ecommerce companyDescribe what your company does in a single sentence.E-commerce wholesale trade **OPPORTUNITY / CHALLENGE** What specific goals or objectives did you hire Hugo to accomplish?Access to expertiseScalabilityImproved Efficiency **SOLUTION** How did you find Hugo?ReferralWhy did you select Hugo over others?Great culture fitGood value for costReferred to meCompany values alignedHow many teammates from Hugo were assigned to this project?2-5 EmployeesDescribe the scope of work in detail. Please include a summary of key deliverables.Hugo worked collaboratively with us to implement improvement strategies for our e-commerce platform. This included regular performance reviews, training updates, and process refinements to enhance the overall support experience. Hugo had established response time targets for different types of inquiries. This commitment to quick response times helped reduce my customer frustration and demonstrated the company's dedication to solving issues promptly. **RESULTS & FEEDBACK** What were the measurable outcomes from the project that demonstrate progress or success?Time saved approach which equals money in my world.Describe their project management. Did they deliver items on time? How did they respond to your needs?Overly communicative with commitment to delivering items on time. Champions of underpromising and overdelivering, Hugo seamlessly adapts to our needs, ensuring every delivery is punctual and hassle-free. They're rockstars and I've had the distinct pleasure of collaborating with the team who consistently exceed expectation. We're beyond thankful for their contributions in helping us achieve timely deliveries and look forward to continuing this successful partnership.What was your primary form of communication with Hugo?Virtual MeetingEmail or Messaging AppWhat did you find most impressive or unique about this company?They are champions in humanizing a problem and ensuring that their clients don't fall for what is commonly known as "False consensus" bias. From the get go, they immersed themselves in our values, mission, and way of doing business.It was evident that they took the time to comprehend our unique identity, translating it seamlessly into their services. Working with a team that effortlessly embraced and enhanced our company culture was a true pleasure, making our collaboration not only successful but also an enriching experience.Are there any areas for improvement or something Hugo could have done differently?No. I've recommended them to other peers. --- #### Customer Service Outsourcing for Pharmaceutical Firm **The Project** - Services: Back Office Outsourcing, Customer Service Outsourcing, Translation - Project size: $50,000 to $199,999 - Project length: Jan. 2021 - Ongoing **Project Summary**: Hugo provides customer service outsourcing services for a pharmaceutical firm. Their task involves developing and implementing strategies to introduce and promote the client's products. **Review Rating**: 5.0 - Quality: 5.0 - Schedule: 5.0 - Cost: 5.0 - Willing to Refer: 5.0 **The Reviewer** NPI Project Manager, Pharmaceutical Firm - Industry: Other industries - Client size: 10,001+ Employees - Review Type: Online Review **The Review** — Aug 22, 2023 **Feedback Summary**: Hugo has been doing a great job of meeting the client's needs in a timely manner. The team leverages their knowledge and technical skill set to deliver quality services and overcome any unexpected issues. Moreover, their proactive approach and innovative ideas are commendable. ""They have excellent technical capabilities."" **BACKGROUND** Please describe your company and position.I am the NPI project manager of a pharmaceuticals companyDescribe what your company does in a single sentence.Pharmaceutical manufacture **OPPORTUNITY / CHALLENGE** What specific goals or objectives did you hire Hugo to accomplish?Faster time to marketAccess to global workforce **SOLUTION** How did you find Hugo?Online SearchClutch SiteWhy did you select Hugo over others?High ratingsGreat culture fitGood value for costProcess drivenHow many teammates from Hugo were assigned to this project?6-10 EmployeesDescribe the scope of work in detail. Please include a summary of key deliverables.This involves rapid development of strategies. Translation of said strategies into tactical plans of those strategies to drive new product and service introductions to market. This also included sourcing specialist talent to support this project. **RESULTS & FEEDBACK** What were the measurable outcomes from the project that demonstrate progress or success?No. Days for product and service introduction. From developed solution to market introduction.Describe their project management. Did they deliver items on time? How did they respond to your needs?All needs were met in a timely manner. Issues and roadblocks were escalated and resolved.What was your primary form of communication with Hugo?In-Person MeetingVirtual MeetingEmail or Messaging AppWhat did you find most impressive or unique about this company?They have excellent technical capabilities. Proactive mindset and innovative thinking.Are there any areas for improvement or something Hugo could have done differently?None --- ## Portfolio & Awards ### How Hugo Helped Topicals Redefine Skincare Hugo transformed Topicals' customer experience and streamlined operations through empathetic customer service and effective management of influencer programs, achieving a 4.9/5 customer satisfaction score and significantly increasing ambassador program engagement (reviewing over 31,000 applications in 11 months). This partnership enabled Topicals to expand its reach and strengthen its brand ethos around self-love and empowerment, demonstrating Hugo's ability to deliver both heartfelt customer connections and scalable operational excellence. ### How Hugo Helped Outschool Handle Growth Hugo enables Outschool to continue offering high-quality, diverse educational content by providing scalable, always-on customer support and content moderation solutions. Faced with a 150X surge in demand, Outschool's partnership with Hugo rapidly stabilized response times, clearing over 5,000 tickets in a week and significantly exceeding prior customer satisfaction scores. Hugo's expert team, which grew in response to Outschool's needs, cleared a significant backlog of teacher applications and class listings and maintained high quality and online safety standards, moderating over 10,000 pieces of social media content in two months. ### How Hugo Helped Yardzen Reimagine Landscapes Hugo assisted Yardzen in scaling its operations and enhancing customer experience amid rapid growth. Faced with increasing wait times and a growing backlog jeopardizing customer satisfaction, Hugo stepped in with specialized support teams experienced in landscaping and construction. These teams achieved remarkable efficiency, clearing over 6,000 inquiries with impressive response times and maintaining a 96% customer satisfaction rate. Hugo's role expanded to include back-office digital operations (SMS outreach), significantly relieving Yardzen's core team to focus on design and innovation, and contributed to an 80% expansion of Yardzen's contractor network. ### Protecting Integrity in a Fashion Marketplace   Hugo partnered with a global e-commerce leader to tackle trust and safety challenges by providing expert data labeling and annotation and optimizing AI content moderation. This collaboration led to a 95% reduction in false positives, saving the company approximately $2 million and boosting user retention from 70% to 90%. As a result, the platform now offers a more secure and trustworthy experience, attracting more satisfied and loyal users. ### How Hugo Helped Sakara Transform Health Through an immersive onboarding process, Hugo's team was steeped in Sakara's wellness philosophy, ensuring that every customer interaction was handled with warmth, care, and efficiency. This approach led to significant achievements: customer satisfaction scores averaging 95%, an 87% one-touch resolution rate, and a quality score of 98%, surpassing initial service level agreement targets. Beyond these, Hugo’s strategic handling of refunds and crediting optimized costs without compromising satisfaction. ### Hugo’s Strategic Cashback Alliance Hugo partnered with a premier cashback platform to address challenges in transaction tracking, reward redemption flexibility, retailer network expansion, and reputation management. Implementing advanced tracking systems and strategic consulting, Hugo achieved a 99% accuracy in reward attribution, added over 1,500 retailers, and boosted user transactions by 20%. This collaboration also re-engaged inactive users and elevated the platform’s Trustpilot rating from 4.1 to 4.6, significantly enhancing user satisfaction and loyalty. ### How Hugo Helped Attentive Revolutionize Engagement Faced with the challenge of scaling high-quality, automated yet personalized support, Attentive leveraged Hugo’s expertise in staffing, training, and managing customer service teams. Results exceeded expectations with response rates 18% above target, skip rates significantly lower than the threshold, and error rates well under the goal. Hugo’s agents delivered responsive, empathetic service, closing 103,000+ chats and sending over 300,000 personalized messages, proving the immense potential of personalized messaging to enhance customer loyalty. ### How Hugo Helped Confront Inclusion Gaps Hugo partnered with a leading technology company to bridge inclusion gaps in AI, particularly in enhancing the visual recognition capabilities of its photo software for users with underrepresented skin tones. By leveraging its unique geographic reach and local knowledge, Hugo quickly mobilized efforts across African regions, collecting 600,000+ photo IDs in just three months, significantly surpassing the client's targets. This partnership not only filled critical data representation gaps but also set a new standard for inclusive technology development, ensuring products resonate more authentically with a global and diverse user base. ### How Hugo Boosted A Tech Giant's AV Recognition Hugo partnered with a "Magnificent 7" tech company to refine their visual and auditory recognition technologies. For the visual component, Hugo annotated video segments identifying when individuals made direct eye contact with the camera wearer, resulting in 71 hours of video annotation with an average accuracy of 88%. Similarly, for the auditory aspect, Hugo marked speech segments aimed at enhancing tools for the hearing impaired and noise cancellation, annotating 70 hours of video with a 95% accuracy. This collaboration underscores Hugo's role in paving the way for more immersive and accessible technology experiences. ### Hugo Helps Faire Empower Independent Retailers Scaling from building 25 vendor pages weekly with 4 agents to over 250 with 40+ agents in less than three months, Hugo significantly expanded Faire's capacity to support its mission of leveling the playing field for small businesses. Through optimizing catalog content and onboarding processes, Hugo enabled Faire to integrate 1,800 brands in a single month and manage over 1 million product updates, fostering a vibrant marketplace for independent retailers. This collaboration not only streamlined operations but also facilitated a better support ecosystem, contributing to Faire's growth and its commitment to a fairer retail economy. ### Hugo Helps Piñata Build Credit & Community Hugo's collaboration with Piñata has reshaped the rental experience, blending exceptional support with a community-driven ethos. By managing over 35,000 inquiries with empathy and efficiency, Hugo has maintained a 98% quality score and a 94% customer satisfaction rate, embodying Piñata's vision of turning rent into a rewarding experience. This partnership has facilitated Piñata's expansion into new regions by providing scalable, empathetic support, crucial for building a community-centric rental ecosystem.  ### Bindery Books Drives Community & Revenue with Hugo Hugo's partnership with Bindery Books has been pivotal in transforming the digital landscape for book enthusiasts. By efficiently migrating and organizing influencer book review content to the Bindery Books membership site, Hugo facilitated a vibrant, searchable ecosystem that enhances user engagement and satisfaction. This strategic collaboration not only streamlined content management but also opened up new avenues for community growth and revenue, demonstrating Hugo's commitment to extending beyond traditional outsourcing to drive tangible growth and success for Bindery Books. ### Reshaping Online Retail Operations in Footwear   Hugo partnered with a leading footwear brand to enhance its online operations, tackling transaction disputes and improving the digital customer experience. Implementing a dynamic customer verification system and personalized customer journey mapping, Hugo reduced chargebacks by 40% and boosted customer satisfaction by 35%. This collaboration transformed the brand's online platform into a more secure, user-friendly, and reputable shopping experience, aligning with the brand's commitment to excellence. ### Clutch Awards - [Clutch Award Badge](https://shareables-prod-static.clutch.co/badges/clutch_100_2024_award.svg) - [Clutch Award Badge](https://shareables-prod-static.clutch.co/badges/top_clutch.co_data_entry_company_2023_award.svg) - [Clutch Award Badge](https://shareables-prod-static.clutch.co/badges/top_clutch.co_bpo_company_2024_award.svg) - [Clutch Award Badge](https://shareables-prod-static.clutch.co/badges/top_clutch.co_data_annotation_services_company_2024_award.svg) - [Clutch Award Badge](https://shareables-prod-static.clutch.co/badges/top_clutch.co_call_centers_2024_award.svg) ### Industry Recognitions - How to Land Enterprise Customers with Hugo - WeeTracker - Africa at the Center of Global BPO - CNBC - African tech talents in the global market - Project Partner - Meta Llama II - Meta Supplier Diversity - Project Partner - Facebook AI’s Ego4D - Factorial - Top Empowering Company 2023 - Business Insider - Future of Africa's Work Culture - Africa.com ## Packages ## About the Team ### Our Story Hugo was founded to rethink customer experience for the digital era. What began as a vision to modernize outsourced support has grown into a global CX organization serving innovative, fast growing and global enterprise brands. By combining carefully selected talent with AI enabled workflows, we deliver the best omnichannel support designed for companies the future. Our focus remains on building teams that reflect your brand and evolve as you grow. ### What Sets Us Apart - Our Mission: To build the world’s most advanced AI enabled customer experience outsourcing company (BPO), where exceptional people and intelligent systems work together to deliver measurable impact, deepen loyalty, and transform every interaction into lasting value. - Our Vision: To redefine global CX by combining elite talent, AI powered operations, and proactive governance into one integrated operating model that sets the standard for digital customer experience worldwide. - Our Talent Promise: We recruit top tier global talent through predictive, multi channel hiring, offer top 5% market benefits, and equip teams with AI tools that elevate them into super agents. The result is industry leading retention and exceptional customer experience at scale. ### Quick Facts - Multilingual Team - 17 Verified Clutch Clients - 9 years in business ### Tools and Technology - Zendesk - Slack - Notion - Salesforce - Freshdesk - HubSpot - Intercom - Jira - Asana - Microsoft Teams - Zoho CRM - Google Docs ### Commonly Asked Questions **Who is Hugo built for?** Hugo is built for companies shaping the future of digital customer experience. We support venture backed startups scaling rapidly, growth stage companies expanding into new markets, and global enterprises modernizing their CX infrastructure with AI enabled operations. Our model is especially powerful for digital native organizations managing high volume, high complexity environments across ecommerce, fintech, healthcare, marketplaces, SaaS and consumer platforms. Hugo provides both onshore and offshore delivery models, allowing brands to balance cost efficiency, regulatory alignment and customer expectations without compromising quality. Whether supporting domestic coverage, global expansion, or follow the sun operations, our distributed teams operate seamlessly across regions and time zones. Our clients include culture defining brands such as TikTok, Hilton, JP Morgan, Meta and Google, alongside fast growing innovators like Gifthealth, Faire and DuckDuckGo, as well as 250 plus additional companies worldwide. These organizations rely on Hugo to deliver multilingual omnichannel support with intelligence, agility and proactive governance across every stage of the customer journey. For companies that view customer experience as a strategic growth driver rather than a support function, Hugo delivers the talent, AI enablement and operational precision required to scale globally while strengthening loyalty and long term value. **Is Hugo compliant with global data privacy and security regulations?** Yes. Hugo operates under a fully certified Information Security Management System and is ISO 27001:2013 certified, demonstrating adherence to internationally recognized standards for data protection, risk management, and operational security. We support clients that operate under strict regulatory frameworks including GDPR, SOC 2 requirements, HIPAA, and the California Consumer Privacy Act. Compliance is not treated as a checkbox exercise. It is embedded into our operational architecture across every delivery region and workflow. Our compliance framework includes: • Role based access controls and least privilege principles • Secure work environments and endpoint management • Encrypted data transmission and storage protocols • Continuous monitoring and audit logging • Structured incident response and breach notification procedures • Vendor and subcontractor security governance • Regular internal and external security assessments For healthcare, fintech, ecommerce, and enterprise clients operating in regulated environments, Hugo aligns operational processes with client specific compliance obligations, including data handling procedures, documentation standards, and access governance policies. Because we provide both onshore and offshore delivery, our global infrastructure operates under unified security governance standards to ensure consistency across regions while meeting local regulatory requirements. In short, Hugo combines certified information security management with disciplined operational controls, enabling clients to scale customer experience operations confidently while maintaining full alignment with global privacy and security expectations. **How does Hugo recruit and retain the best talent in the industry?** Hugo recruits through its proprietary hiring engine, HugoSphere, a predictive, multi channel talent architecture built to identify exceptional operators rather than simply fill seats. Traditional BPO models rely heavily on reactive job board hiring. HugoSphere activates 5+ diversified sourcing channels including academic partnerships, government workforce initiatives, professional networks, referral ecosystems, and AI assisted screening. This expands access beyond active job seekers and allows Hugo to surface high aptitude, high growth talent aligned to each client’s specific operational environment. Candidates are evaluated across 6 core dimensions: technical expertise, communication strength, problem solving ability, cultural alignment, learning agility, and long term retention indicators. Rather than hiring for availability, Hugo hires for performance, brand fit, and scalability. This structured system enables standard teams to launch in 3 to 5 days, while specialized roles are filled in weeks instead of the traditional 3 to 4 month industry cycle. Each team is intentionally built around workflow complexity, compliance requirements, ticket volume expectations, and brand voice alignment. Once onboarded, over 70% of team members use AI tools daily, transforming agents into high performance super agents capable of managing high volume, high complexity omnichannel environments. AI enhances knowledge retrieval, improves response accuracy, accelerates decision making, and supports quality governance, reducing burnout while increasing productivity. Retention is engineered into the model. Hugo supports talent with top tier compensation, top 5% market benefits, structured career pathways, performance recognition systems, and ongoing professional development. This integrated approach drives industry leading retention at scale, ensuring operational stability, cultural consistency, and long term performance for both high growth companies and global enterprises. **Is Hugo a strong alternative to TaskUs, Teleperformance, Concentrix, and other global BPO providers?** Yes. Hugo is an award winning global CX provider built specifically for flexibility, evolving business models, and digitally native operating environments. With delivery centers across the US, UK, Africa, Philippines, and India, Hugo provides onshore and offshore coverage, multilingual omnichannel support, and 24/7/365 operations comparable to major global BPOs. However, while traditional providers were architected for static, long term seat allocations, Hugo was built for dynamic scale. Hugo has been recognized as the fastest growing BPO company in the world for 2 consecutive years and maintains best in class retention with 98% workforce retention. In an industry where turnover frequently exceeds 100% annually, this stability enables continuity, deeper brand immersion, and faster adaptation when business needs shift. Through its proprietary hiring engine, HugoSphere, Hugo can launch standard teams in 3 to 5 days and fill specialized roles in weeks rather than the traditional 3 to 4 month cycle. Teams are intentionally built around workflow complexity, regulatory requirements, and ticket volume forecasts, enabling scaling without sacrificing quality. Flexibility extends beyond headcount. Hugo supports product launches, international expansion, seasonal demand spikes, regulatory changes, and evolving channel strategies through AI powered super agents, proactive governance, and real time performance visibility. For VC backed innovators and global enterprises alike, Hugo delivers enterprise scale with built in adaptability designed for long term growth in fast moving markets. **Does Hugo specialize in specific industries?** Yes. Hugo is purpose built to support digitally driven industries where customer experience directly influences growth, retention, and long term brand value. We specialize in healthcare, health and wellness, fintech, ecommerce, SaaS, technology, and edtech. These sectors operate in high volume, high complexity environments with evolving products, global user bases, and rising customer expectations across multiple channels. In healthcare and health and wellness, Hugo supports patient engagement, care coordination, and membership based experience models. Our teams operate with empathy, clarity, and operational precision in environments where trust and consistency are critical. In fintech, we manage onboarding, account support, transaction inquiries, and high sensitivity escalations. These workflows require speed, accuracy, and disciplined execution at scale. For ecommerce brands, Hugo supports the full customer lifecycle, from pre purchase inquiries to order management, returns, subscriptions, loyalty programs, and seasonal demand surges. Our flexible workforce model adapts quickly to market shifts and international expansion. SaaS and technology companies rely on Hugo for onboarding assistance, product troubleshooting, lifecycle engagement, and retention focused CX strategies. AI enabled super agents are trained to navigate complex product ecosystems while preserving brand voice and customer confidence. Edtech organizations depend on Hugo to support students, educators, and administrators across time zones and enrollment cycles with scalable, year round performance. Across every vertical, Hugo delivers multilingual omnichannel support through onshore and offshore models, combining industry fluency with operational agility to build CX infrastructure that evolves alongside your business. ## Verification Clutch verification provides an additional layer of data to help you make the right purchasing decision of business services. - Verified Client Reviews: 17 - Overall Review Rating: 5.0 Last Updated: 2026-06-04T16:22:32Z ### Business Entity - Business Entity Name: Hugo Technologies, Inc. - Source: Delaware Division of Corporations - Jurisdiction of Formation: Illinois - Date of Formation: September 8, 2017 - Status: Active - Last Updated: October 28, 2024 - ID: 6536267 ### Credit Report Results - International Credit Risk Assessment: Moderate Risk - Source: Creditsafe - Last Updated: October 28, 2024 ## Locations (2) ### Chicago, IL (Headquarters) - 401 North Michigan Avenue - Chicago, IL 60611 - United States - 1001 - 2000 employees - Phone: +16786547342 ### Lagos, Nigeria - 2nd Floor, 152 Ikorodu Rd, Onipanu, Lagos 102215, Lagos, Nigeria - Lagos, LA 102215 - Nigeria ## Connections - Amit Yadav (Alpha Human Analytics & Assessments) - Hanna Mursalimova (FTECH.ua) - Sinu Santhosh (Rural Edge) - Anjana Krishnan (SBL Knowledge Services) ## Contact Hugo Inc. [Send a message](https://clutch.co/profile/hugo) ### Connect on Social - [LinkedIn](https://www.linkedin.com/company/hugo-africa/)