Trust & Safety
Hugo works around the clock to create safe and active online spaces. We're ready to engage with your community, assist in content moderation, enforce community guidelines and cultivate brand ambassadors.
Our Approach
Proactive & Responsive
Hugo builds exceptional engagement teams dedicated to growing your customers' loyalty and expanding your brand visibility. No comment, message, tweet or inquiry goes unanswered.
Domain Expertise
We only connect you with CMs and mods who are passionate about your brand, with experience in building communities and domain expertise in your space.
Guidelines & Processes
You've worked hard on your brand and we follow your footsteps. Hugo implements your brand tone to engage with your community and enforce guidelines to keep your community safe.
Tools
We integrate with your community tech stack to build relationships and establish trust.
Confidence is the first feeling that comes to mind about Hugo. I’m confident they’ll execute any task to our high standards. Feedback is handled seriously and quickly. Hugo has our company’s best interest at heart, helping teams understand our platform’s purpose. I love working with them.
What We Do
Unlike others, your 100% dedicated team is focused on consistently delivering high-quality work which is why 95% of our clients expand their scope with us within the first 3 months.
Content
- Content Publishing & Review
- User Generated Content Moderation
- Monitor User Reviews
Safety
- Social Listening
- Crisis management
- User Generated Content Moderation
- GenAI moderation
- Live chat, audio, video and broadcast moderation
- Audience, Messaging & Sentiment Tagging
Creators & Affiliates
- Sourcing creators
- Vetting brand fit
- Audience Demographics Analysis
- Audience Psychographics Analysis
- Inbound/outbound lead management
- Campaign management & reporting
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24/7
365 days of support
-
700K
Conversations
-
55%
CSAT/eNPS in 2022
Flexibility & Quality
Our multilingual and multicultural teams monitor all of your online platforms globally, ensuring a smooth online experience for all.
Omnichannel Support
Engage with your community 24/7 wherever they are - whether by phone, email, text, chat, in-app or social.
Real-Time Support
Gain a competitive edge over your competitors with real-time listening and engagement. Need additional support? No problem - we're used to adapting for evolving needs.
Identity Verification & Moderation
Verify users and deter malicious behavior. Prevent inappropriate, offensive or harmful content and resolve conflicts faster.
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
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.
We run a 24/7 support team. As such, we can provide coverage across all time zones.
- Chat
- Social Media
- SMS
- In-App
- Voice
Client teams receive reports weekly. In addition, the Hugo team prepares quarterly and annual reports for all clients as well.
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.
5 Ways Outsourced Trust & Safety Saves You Money
Discover the cost-saving benefits of outsourcing trust and safety with Hugo: benefit from a flexible pay-as-you-go model, reduced infrastructure and training expenses and increased moderator productivity.
