Trust & Safety
Protect and nurture your brand and community by enabling safer spaces, interactions, and platforms.
Our Approach
Proactive & Responsive
From fraud and financial crimes detection to platform and user-generated content moderation, we are leaders in early detection and system-wide remediation.
Contextual Fluency
From parents moderating learning platforms to gamers overseeing player conduct, we source our moderators from user communities. The result– incredible efficacy from deep understanding.
Systems Thinking
We deliver full-cycle responses that remedy discrete incidents and patch deeper vulnerabilities through system-, policy-, and process-wide updates.
‘Man + Machine’
By masterfully employing both ‘machine-’ and ‘human intelligence’, we protect the communities you serve while delivering exceptional customer experiences.
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
Our oversight is more than just enforcement. From refining FAQs and process design to feedback loops that support complex policy transitions, we deliver the full stack of trust & safety.
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
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45M+
Conversations
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97%
CSAT/eNPS in 2024
Quality & Flexibility
From foundational protocols to policy updates, our safety solutions are a mix of comprehensive oversight, bespoke responder training, and constant recalibration to changing contexts.
Adaptive Coverage
We’re always on, and always responsive. Suggest an update today, it will be at play tomorrow.
Nuanced Moderation
You know your common threats well but edge cases bring the unknown. With intelligence and experienced judgment, our teams moderate both the familiar and the unknown.
Wellness-First
We champion mod well-being through a clinician-designed wellness program and industry-leading benefits that help cultivate resilience and fulfillment.
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.
FAQs
Hugo’s community management expertise spans a wide array of digital platforms. We excel in managing communities on popular social networks such as Facebook, Instagram, YouTube, X, and TikTok. Our services extend to professional spaces like LinkedIn, streaming environments like Twitch, and chat-centric platforms such as Discord or Geneva.
We work with a wide range of industries, including retail & ecommerce, home services, AI, Edtech, Fintech, Health & Wellness, Travel & Hospitality, SaaS, Gaming, Telecommunications, Legal and more.
Hugo leverages each social platform’s moderation tools to maintain a healthy community environment. We swiftly remove inappropriate comments and, when necessary, ban disruptive users across most platforms. We also include the option to mute persistent offenders, automatically filtering out their comments to ensure a positive experience for your community.
We provide real-time moderation of content, even for the most complex forms of toxicity.
Client teams receive reports weekly. In addition, the Hugo team prepares quarterly and annual reports for all clients as well.
Hugo combines human expertise with rigorous processes to deliver unparalleled accuracy, efficiency, and scalability. Our industry-leading satisfaction rates, comprehensive security measures, and ability to handle complex, high-volume projects set us apart as the premium choice for outsourcing repetitive tasks. Moreover, Hugo has been recognized as the fastest-growing BPO company in the world for both 2023 and 2024 according to Clutch, demonstrating our commitment to excellence and our rapidly expanding capabilities in meeting diverse client needs.
We run a 24/7 support team. As such, we can provide coverage across all time zones.
At Hugo, we hire competent subject matter experts to manage each client team with varying levels of experience.
We conduct in-depth consultations to understand unique needs, tailoring strategies accordingly. This ensures alignment with your goals and target audience.
We take security very seriously. We are ISO 27001 certified, SOC 2 certified, and GDPR compliant and follow industry best practices to protect our customers’ data, including:
- Encryption: We encrypt all of our data at rest and in transit.
- Access control: We only grant access to our data to authorized personnel.
- Auditing: We regularly audit our security procedures to ensure that they are effective.
No—so you don’t have to worry about hidden additional costs, such as setup fees. Setup is absolutely free!
We work with businesses of all sizes. Hugo understands you need quality support regardless of your company’s size. Our solutions work for solo practices, startups, and larger established companies.
Our highly-trained QA team actively supports your team by pulling agent tickets weekly and conducting ongoing coaching. We work with you to develop a custom action plan and create an SLA that outlines specific target metrics for each service area. Your Account Manager monitors performance, ensures we meet critical benchmarks, and maintains the agreed service level, all aimed at your complete satisfaction.
Your remote employees are an extension of your team. Our team will serve and support your current employees. We’re here to strengthen your team and improve your bottom line.
Yes, your team members will work exclusively for you on a full-time, permanent basis; they are not a shared resource. You determine their priorities, projects, and deadlines. And thanks to virtual meeting tools, they can meet with you as needed.
Strategic Content Moderation for Sustained Growth at Outschool
Discover how Outschool and Hugo transformed content moderation into a strategic advantage, ensuring high-quality education and rapid growth.
