Hugo Inc.

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 capacity
• Access to a global workforce

SOLUTION

How did you find Hugo?

Referral

Why did you select Hugo over others?

• High ratings
• Good value for cost

How many teammates from Hugo were assigned to this project?

6-10 Employees

Describe 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 disruptions

Describe 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 Meeting
• Virtual Meeting
• Email or Messaging App

What 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

BACKGROUND

Please describe your company and position.

I am the Sales Manager of Chui Auto Springs Industries Limited

Describe 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 experience
• Help with inbound and outbound leads
• Access to expertise and cost reduction

SOLUTION

How did you find Hugo?

Clutch Site

Why did you select Hugo over others?

• High ratings
• Great culture fit

How many teammates from Hugo were assigned to this project?

6-10 Employees

Describe 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 Meeting
• Virtual Meeting
• Email or Messaging App

What 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

BACKGROUND

Please describe your company and position.

I am the Seo Manager of seo

Describe 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 Search

Why did you select Hugo over others?

• High ratings
• Close to my geographic location
• Great culture fit

How many teammates from Hugo were assigned to this project?

2-5 Employees

Describe 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 App

What 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.

BACKGROUND

Please describe your company and position.

I am the Co-Founder of an environmental services company

Describe 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 innovation
• Improve recommendation engine

SOLUTION

How did you find Hugo?

Referral

Why did you select Hugo over others?

• Great culture fit
• Referred to me

How many teammates from Hugo were assigned to this project?

6-10 Employees

Describe 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 Meeting
• Email or Messaging App

What 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.

BACKGROUND

Please describe your company and position.

I am the COO of an information technology company

Describe 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 team
• Provide customer support in different mediums through chat, email and phone

SOLUTION

How did you find Hugo?

Referral

Why did you select Hugo over others?

• Great culture fit
• Good value for cost
• Referred to me

How many teammates from Hugo were assigned to this project?

2-5 Employees

Describe 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 Meeting
• Email or Messaging App

What 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

BACKGROUND

Please describe your company and position.

I am the VP, Growth of a gaming company

Describe 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?

Referral

Why did you select Hugo over others?

• Good value for cost
• Referred to me
• Company values aligned

How many teammates from Hugo were assigned to this project?

2-5 Employees

Describe 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 Meeting
• Email or Messaging App

What 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

BACKGROUND

Please describe your company and position.

I am the Head of Video Production of a media company

Describe 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 capabilities
• Improve quality assurance on video guidelines
• Localize content to adapt for multiple regions and languages

SOLUTION

How did you find Hugo?

Online Search

Why did you select Hugo over others?

• High ratings
• Good value for cost

How many teammates from Hugo were assigned to this project?

23

Describe 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 Meeting
• Email or Messaging App

What 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..

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 management
• Content Moderation
• Respond to support tickets faster

SOLUTION

How did you find Hugo?

Conference Connection

Why did you select Hugo over others?

• Pricing fit our budget
• Great culture fit
• Good value for cost

How many teammates from Hugo were assigned to this project?

31

Describe 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 Meeting
• Email or Messaging App

What 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.

BACKGROUND

Please describe your company and position.

I am the Chief Growth Officer of a financial services company

Describe 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 support
• Cost Reduction

SOLUTION

How did you find Hugo?

Online Search

Why did you select Hugo over others?

• Great culture fit
• Good value for cost

How many teammates from Hugo were assigned to this project?

6-10 Employees

Describe 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 Meeting
• Email or Messaging App

What 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.