Hugo
Customer Experience and Contact Center
Hugo, Inc. is a business process outsourcing firm that provides customer experience and contact center solutions for retail, e-commerce, gaming, and healthcare sectors, known for its commitment to empowering African talent.
Size
1K-5K
Private
Mission
To empower university-educated youth in Africa with the skills necessary for success in the global digital economy while supporting companies in building highly skilled offshoring teams.
About
Hugo, Inc. offers customer experience and contact center solutions along with digital and AI operations, omnichannel customer support, and trust and safety services for clients in retail, e-commerce, gaming, and healthcare. The company operates using an offshore delivery model and supports global tech and media leaders.
It is recognized for its focus on talent development and client retention, with a strong emphasis on building long-term partnerships and delivering high-quality service.
Services
Hugo, Inc. provides customer experience and contact center solutions supported by digital and AI operations, omnichannel customer support, and trust and safety services. These services cover various channels such as chat, social media, voice support, and in-app messaging, tailored to support clients' needs for reliable and efficient customer engagement.
Capabilities
Inbound Customer Support
Social Media Customer Care
Live Chat & Messaging Support
Voice-of-Customer (VOC) Analytics
Risk & Fraud Analytics
Industries Served
The company serves clients in retail, e-commerce, gaming, and healthcare sectors. It has experience supporting digital-native brands with services aligned to industry-specific requirements and technology platforms such as Zendesk, Salesforce, and Intercom.
Unique Stregths
Hugo, Inc. is known for its commitment to empowering university-educated youth in Africa, offering clients a dedicated and skilled workforce. Its approach includes fostering long-term relationships with clients, often retaining the same remote teams for over 3.5 years, which helps deliver consistency at scale.
Delivery Footprint
Headquartered in Chicago, Illinois, the company operates using an offshore delivery model. It serves clients across various global markets, with teams working in remote environments to meet diverse client needs.
Certifications
No items found.
Verticals
Retail & e-Commerce
Gaming & Entertainment
Insurance
Healthcare & Life Sciences
Clients
No items found.
What's the main service provided by
Hugo
?
Hugo specializes in delivering comprehensive customer experience and contact center solutions. Their offerings encompass a range of services, including inbound customer support, social media customer care, live chat and messaging support, as well as voice-of-customer analytics and risk and fraud analytics. This diverse portfolio is designed to ensure effective and efficient customer engagement across various channels.
What additional services does
Hugo
provide?
When was
Hugo
founded?
Hugo was established in 2017, which means the company has been in operation for approximately 7 years. Since its inception, Hugo has focused on providing high-quality customer service solutions while fostering talent development in emerging markets.
What industry verticals does
Hugo
serve?
Hugo serves multiple industries, including Retail & e-Commerce, Gaming & Entertainment, Insurance, and Healthcare & Life Sciences. This diverse focus enables them to tailor their services to meet the unique needs and challenges of each sector.
What delivery model does
Hugo
offer?
Hugo operates using an offshore delivery model, which involves providing services from locations outside the primary market, allowing for cost-effective solutions while maintaining high service quality. Offshore delivery enables Hugo to leverage a skilled workforce in various regions, ensuring that they can meet the diverse needs of their clients effectively.
How many employees and/or seats does
Hugo
have?
Hugo employs between 1,000 and 5,000 individuals, reflecting a significant workforce that supports their extensive service offerings. This range indicates a robust operational capacity to manage client demands and maintain service quality.
Can
Hugo
be considered a good service provider for startups?
Hugo can be a valuable partner for startups looking for reliable customer support solutions. With a comprehensive suite of services tailored to enhance customer engagement, startups can benefit from Hugo's expertise in managing interactions across various platforms. Additionally, their commitment to developing skilled teams can provide startups with the necessary support to scale effectively as they grow.
Can
Hugo
be considered a good service provider for SMBs?
Small and medium businesses can find Hugo to be an excellent service provider due to their scalable service offerings and flexible engagement models. The company’s experience in multiple industries allows them to cater to the unique needs of SMBs, enabling these businesses to enhance their customer support operations without the need for significant upfront investment in infrastructure or resources.
Can
Hugo
be considered a good service provider for enterprises?
Hugo is well-equipped to serve enterprises and large companies, offering sophisticated customer experience solutions that align with the complex needs of large organizations. Their offshore delivery model and focus on long-term client relationships demonstrate reliability and a commitment to maintaining quality service at scale, making them a strong candidate for enterprises seeking dependable customer support.
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