Community Management
Engage, nurture and grow your community with 24/7 management across 60+ languages.
Our Approach
Responsive & Fan-Driven
Hugo's team combines real-time engagement and insights to nurture vibrant online spaces that propel your brand's growth and foster unwavering loyalty.
Fans, Mods & Creators
Don't work with generic staff. We match you with CMs who are passionate about your space with extensive experience in building communities.
Cultural Sensitivity & Global Reach
Our culturally diverse team of community managers provides localized expertise in 60+ languages.
Brand Protection & Community Growth
Create positive engagement while safeguarding your brand's reputation. Hugo rapidly identifies trends, sentiment shifts, and potential issues, providing real-time insights for proactive community management.
Seamless Integration from A - Z
From Discord to Sprinklr, we've mastered your community tool stack. We’re ready to work from day one to deliver exceptional engagement.
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
Hugo handles every aspect of your online presence across all platforms, empowering your digital communities to create a lasting connection.
Publishing & Moderation
- Managing content calendars
- Managing groups (Facebook, Messenger, Slack, Discord, Telegram, WhatsApp and more...)
- Native & 3rd party publishing apps
- Live event coverage
- Cross-platform coordination
- User-generated content
- Direct Message Handling
- Sweepstakes & giveaways
- Live chat, audio, video and broadcast moderation
- Influencer/Affiliate vetting & outreach
Listening & Reporting
- Owned, earned, paid & shared reporting
- Competitor analysis
- Audience, messaging & sentiment Tagging
- Community spotlights
- Testimonials and reviews
Support & Advocacy
- Ticketing, Escalations & CRM management
- Technical Support
- FAQs creation & management
- Fraud/Spam detection & resolution
- Crisis management
- Surveys & focus groups
- Beta testing coordination
- Loyalty & Rewards programs
- Anti-cheat support
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24/7
365 days of support
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45M+
Conversations
-
97%
CSAT/eNPS in 2024
Quality & Flexibility
From answering DMs to policy updates, our solutions are a mix of comprehensive oversight, bespoke responder training, and constant recalibration to changing contexts.
Adaptive Coverage
Never be short-handed or overstaffed. We’re always on, and always responsive.
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.
Data-driven
Our data-driven approach enables real-time adjustments and informed decision-making for maximum community impact and growth.
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
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Free
We're so confident you'll love working with Hugo, we offer a no commitment 30 day trial.
FAQs
With a global team of 3,800+ multilingual experts, we breathe life into your online presence year-round. We manage, moderate, and analyze millions of social interactions daily for top enterprises, including leading social platforms and AI companies shaping the future. Trust Hugo to elevate your digital engagement, anytime, anywhere.
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.
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.
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.
Client teams receive reports weekly. In addition, the Hugo team prepares quarterly and annual reports for all clients as well.
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.
