Hugo Revolutionized Customer Experience for a Siding Company

The Client

A U.S.-based home service company manages 12,000 properties in Atlanta, Georgia. The Atlanta metro area has experienced significant population and economic growth over the past decade, making it one of the fastest-growing regions. With a mission to enhance homes through quality craftsmanship and customer satisfaction, the Client has built a strong reputation for personalized service and established itself as a leader in home improvement.

The Challenge

As the Client’s customer base and property portfolio have grown with Atlanta’s expansion, they’ve struggled to efficiently handle the high volume of inquiries, support requests, and billing issues. The increasing number of inbound queries and after-hours calls have strained the in-house team, leading to longer response times and missed opportunities to better serve customers, especially during emergencies.

The Client’s existing systems could not effectively manage after-hours and weekend support, creating service gaps. Additionally, the lack of live chat support on their website limited real-time engagement with customers, further impacting response times and overall customer satisfaction.

They also lacked a streamlined process for managing and collecting reviews from happy customers. This presented an opportunity to better understand sentiment and drive growth through a positive online reputation. Billing inquiries and payment processing were also resource-intensive, often causing delays and errors.

To address these challenges and capitalize on their growth, the company sought a more robust solution to manage its customer operations effectively.

“Our team was overwhelmed by the sheer volume of customer interactions, especially during after-hours and weekends. The demand far exceeded what our existing systems and resources could handle. We were constantly firefighting, leading to delays. It became clear that we needed a more robust solution to effectively manage our rapidly growing customer operations.” – Customer Service Manager.

The Solution

To address these challenges, the Client partnered with Hugo to bolster their customer experience strategy with much-needed capacity. Hugo assembled a team with backgrounds in home improvement and expertise in omnichannel customer service, communication, and repairs.

This team also implemented a tailored solution that included:

Handling Inbound Inquiries

Hugo deployed a specialized, 100% dedicated customer support team exclusively to the Client’s business, ensuring a personalized and efficient service experience. This team addressed a broad range of customer inquiries in real time via email and phone. They were able to immediately resolve routine issues while systematically routing more complex matters to the appropriate department for timely follow-up.

Additionally, through joint efforts with the Client, Hugo introduced a live chat feature on the company’s website. This enabled immediate assistance and real-time customer engagement, routing opportunities faster and providing a convenient way for customers to seek help.

After-hours and Weekend Support

With Hugo’s global workforce, the Client could offer true 24/7 coverage, eliminating time zone constraints and reducing the backlog that often accumulated during after-hours and weekends. Live agents were available during evenings, weekends, and holidays to provide continuous support for critical issues, emergencies, and urgent inquiries outside regular business hours. These agents were trained to handle both new business inquiries and emergency repair calls, ensuring prompt and efficient responses that improved customer satisfaction.

Customer Billing and Payments

Hugo’s team provided real-time assistance with billing inquiries, payment processing, and appointment scheduling through live chat support. This enabled customers to quickly resolve billing questions, receive payment reminders, and make transactions, streamlining the overall payment process.

Responding to Reviews

Hugo adopted a proactive review management strategy, with dedicated agents soliciting feedback post-service. They monitored and responded to reviews on platforms like Google and Yelp using customized templates for quick and consistent engagement. Positive reviews were promptly acknowledged, while negative reviews were addressed with targeted follow-up actions to bolster trust and reputation.

Result

After implementing Hugo’s solutions, the Client experienced significant improvements in their customer experience metrics:

• Increased Efficiency: The live chat agents handled a substantial portion of routine inquiries, reducing the workload on the Client’s in-house team and cutting the average response time by 60%.
• Enhanced Customer Satisfaction: The introduction of continuous support and live chat improved customer satisfaction scores by 35%, with positive feedback highlighting the convenience and speed of the new support channels.
• Higher Productivity: Hugo’s agents handled billing inquiries and payment collection directly, resulting in a substantial 70% reduction in phone-based inquiries previously handled by the in-house team.
• Improved Review Management: Consistent monitoring and proactive review solicitation after service quadrupled submissions within the first three (3) months, boosting positive feedback by 30% and cutting unresolved negative reviews by 25%.
• Streamlined Inquiry Management: The intelligent ticketing system enhanced the resolution rate for ongoing inquiries by 45%, ensuring faster and more effective issue handling.
• Effective After-Hours Support: With 24/7 coverage, the Client was able to provide continuous support for critical issues, emergencies, and urgent inquiries outside regular hours.

“Hugo’s team has been invaluable. Their ability to manage customer inquiries and support us after hours has dramatically improved our service levels and customer satisfaction.” – Customer Service Manager.

Ongoing Success

By partnering with Hugo, the Client transformed its customer experience into a competitive advantage. As the Customer Service Manager stated, “The changes were transformative, providing faster, more reliable support that profoundly impacted our business.” This ongoing success has allowed the Client to continue delivering exceptional experiences and maintain its industry-leading position.