Hugo Inc. | Top CX Provider

BACKGROUND

Please describe your company and position.

I am the Head of Product of a gaming company

Describe 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 market
• Better customer support
• Capacity Augmentation

SOLUTION

How did you find Hugo?

Referral

Why did you select Hugo over others?

• Great culture fit
• 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.

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 Meeting
• Email or Messaging App

What 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.

BACKGROUND

Please describe your company and position.

I am a Department at a food & beverages company

Describe 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 support
• Focus on innovation

SOLUTION

How did you find Hugo?

Referral

Why did you select Hugo over others?

• Great culture fit
• Good value for cost
• Referred to me
• Company values aligned

How many teammates from Hugo were assigned to this project?

Other

Describe 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 Meeting
• Email or Messaging App

What 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.

BACKGROUND

Please describe your company and position.

I am the Head of Growth of a gaming company

Describe 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 hour
• Respond to support tickets in less than 3 hours
• Vet creators and affiliates interested in working with Immortal Game

SOLUTION

How did you find Hugo?

Referral

Why did you select Hugo over others?

• High ratings
• Close to my geographic location
• Pricing fit our budget
• Great culture fit
• Good value for cost
• 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.

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 applications

Describe 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 Meeting
• Email or Messaging App

What 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.

BACKGROUND

Please describe your company and position.

I am the Group Marketing Manager of a food and beverage company

Describe 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 workforce
• Faster response time

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.

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 Meeting
• Virtual Meeting
• Email or Messaging App

What 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.

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 capacity
• Improve the time to review driver applications
• Support our content team in the app

SOLUTION

How did you find Hugo?

Online Search

Why did you select Hugo over others?

• High ratings
• Great culture fit
• Referred to me

How many teammates from Hugo were assigned to this project?

25

Describe 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 Meeting
• Virtual Meeting
• Email or Messaging App

What 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

BACKGROUND

Please describe your company and position.

I am a Manager at Velocity Limited

Describe 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 support
• Help with content production
• Reduce repetitive tasks

SOLUTION

How did you find Hugo?

Referral

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.

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 Meeting
• Virtual Meeting

What 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

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 faster
• FAQ & Knowledge hub management’
• Manage escalations & disputes

SOLUTION

How did you find Hugo?

Referral

Why did you select Hugo over others?

• High ratings
• 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.

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 Meeting
• Virtual Meeting
• Email or Messaging App

What 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

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 Search

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.

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 support
• First call resolution rates above industry standard
• Quarterly customer satisfaction scores of at least 90%
• Less than 1% order/return processing errors
• Harmful 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 App

What 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.

BACKGROUND

Please describe your company and position.

I am the HR Manager of Weed

Describe 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?

Referral

Why did you select Hugo over others?

• Referred to me
• Company values aligned

Describe 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 Meeting
• Email or Messaging App

What 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.

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?

Referral

Why did you select Hugo over others?

• Great culture fit
• Referred to me

How many teammates from Hugo were assigned to this project?

14

Describe the scope of work in detail. Please include a summary of key deliverables.

Deliverables: 

• Regular financial reports and statements
• 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 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 Meeting
• Email or Messaging App

What 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