Digital Operations
Expand your capabilities and accelerate productivity with our specialized operations teams. We bring intelligence, precision, and care to even the smallest tasks, ensuring flawless execution on every level.
Our Approach
Meticulous & Process-Driven
From managing Shopify back-ends and unclogging supply chains to identity verification and claims processing - Hugo brings an exceptional standard to the processes that power your business.
Expertise from Experience
With over 10 million man-hours scaling platforms, our confidence comes from what we’ve seen and all we’ve done. Trust us to get you there, they do.
Process Rigor
You have systems in place for a reason. From day 1, we obsessively adhere to your processes, refine and streamline them, or help construct new ways of doing things.
Smooth Operations
We integrate with your tech stack, drive efficiency across your workflows, and implement a rigorous, multilevel QA process that doesn’t sacrifice speed for accuracy.
In just 3 months with minimal oversight, Hugo increased our productivity 10X, enabling us to build brand pages at a rate we never thought possible before. Hugo’s team has transformed what we can accomplish for our partners.
What We Do
From vendor onboarding to claims processing and influencer management, Hugo boosts your efficiency, impact, and profitability.
Platform Growth
- Inbound lead review and response
- New user onboarding
- Product entry & categorization
- Content updates & optimization
- Brand support
- Order fulfillment
Safety
- Fraud detection
- Inbound Fraud review and response
- Continuous Due Diligence
- Chargebacks & Disputes
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+30K
Brands onboarded
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700K
Products Managed
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92%
Avg. Accuracy Score
Optimize Performance, Even At Scale
Every operations engine needs a pit crew. With Hugo, you can onboard and execute faster, and with more precision than the competition.
Six Sigma Certified
We leverage best practices and robust feedback loops to drive operational excellence -unlocking your platform’s full potential to captivate and convert.
Platform Integrity
We safeguard your platform's integrity through comprehensive controls, monitoring, and proactive risk mitigation.
Data Security
PCI-, SOC II-, ISO-certified, PII, HIPAA compliance, LDAP/SSO access. We provide enterprise-level security options for all your data or compliance needs.
How does it work?
We source, train, and assemble your new team in as little as 2 weeks. Once you go live, we continuously work to ensure you hit KPIs.
1. Deep dive into your goals and team structure.
We take the time to understand your unique needs and goals. Our talent becomes an extension of your team, supporting your customer experience initiatives within your strategic direction, timelines and budgets.
2. We design a customized solution for you.
Within 1 week, we'll design a customized solution tailored to your unique needs. This includes selecting the right talent, customizing training and onboarding, and integrating with your existing processes - optimized for you.
3. Review and assemble your dream team.
Let us handle the screening and recruitment so you can build your dream team. We identify candidates who match your precise needs, coordinate interviews, collect your feedback, and refine the applicant pool until you land on just the right hires.
4. We'll implement a dedicated training program.
Our training, onboarding and assessments integrate with your processes while optimizing for scale and cultural nuance. We develop programs tailored to complement your approach.
5. Go Live & schedule check-ins!
Curtains Up - Your dedicated team is now fully operational. We will set up regular check-ins that work with your schedule, not ours. This ensures you have ongoing visibility into performance and can provide timely feedback based on your availability.
We integrate seamlessly with technology built for scale & customer excellence.
30 days
Risk
-
Free
We're so confident you'll love working with Hugo, we offer a no commitment 30 day trial.
ROI Calculator
To calculate ROI, please fill out the areas outlined in yellow.
ROI in working with Hugo:
FAQs
Yes, it is. At Hugo, we dynamically expand your team as required, offering both recurring and ad hoc customer support services. We tailor our solutions to align seamlessly with the specific demands of your enterprise, irrespective of its nature.
Currently, we support English, French, and Portuguese.
We work with a wide range of industries, including Edutech, Beauty, Health, Fashion, Fintech, Landscaping and Construction, and E-commerce.
This depends on a few variable factors. Please use our cost calculator to get an estimate of the cost.
- Cost Efficiency: Outsourcing allows companies to reduce overhead costs associated with hiring, training, and maintaining an in-house customer support team. Enterprises of all sizes are finding it more cost-effective to pay a third-party provider based on usage or a fixed fee.
- Scalability: Outsourcing partners often have the flexibility to quickly scale up or down to meet fluctuating customer support demands, ensuring efficient resource allocation.
- 24/7 Availability: At Hugo, we offer 24/7 customer support. This round-the-clock availability allows for faster response times, reduced wait time, and improved customer satisfaction.
- Multilingual Support: Outsourcing can facilitate access to multilingual customer support, enabling companies to serve a global customer base more effectively.
- Risk Mitigation: Outsourcing providers often have contingency plans and disaster recovery measures in place to ensure business continuity in the face of unforeseen disruptions.
We run a 24/7 support team. As such, we can provide coverage across all time zones.
- Chat
- Social Media
- SMS
- In-App
- Voice
We support a range of platforms, including but not limited to:
- Zendesk
- Intercom
- Sales Force
- Zoho Desk
- Fresh desk
- Hubspot
- Kenchi
- Genesys
Client teams receive reports weekly. In addition, the Hugo team prepares quarterly and annual reports for all clients as well.
At Hugo, we hire competent subject matter experts to manage each client team with varying levels of experience.
Hugo’s solutions allow for periodic service times. We understand that businesses have varying needs and we tailor-make our solutions to meet each client where they are at.
No, Hugo does not charge a set-up fee.
No. Aside from the hourly rate for the additional agents, you do not incur any additional costs by ramping up your number of agents.
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