Digital Operations
Elevate e-commerce performance and streamline marketplace operations with our specialized teams. From listing optimization to order fulfillment, we ensure seamless execution and flawless results at every touchpoint.
Our Approach
Meticulous & Process-Driven
From managing Shopify back-ends, unclogging supply chains, identity verification, claims processing to sales support - Hugo brings an exceptional standard to the processes that power your business.
Expertise from Experience
With over 10 million man-hours scaling platforms, our confidence comes from what we’ve seen and all we’ve done. Trust us to get you there, they do.
Process Rigor
You have systems in place for a reason. From day 1, we obsessively adhere to your processes, refine and streamline them, or help construct new ways of doing things.
Smooth Operations
We integrate with your tech stack, drive efficiency across your workflows, and implement a rigorous, multilevel QA process that doesn’t sacrifice speed for accuracy.
In just 3 months with minimal oversight, Hugo increased our productivity 10X, enabling us to build brand pages at a rate we never thought possible before. Hugo’s team has transformed what we can accomplish for our partners.
What We Do
From vendor onboarding to claims processing and sales support, Hugo boosts your efficiency, impact, and profitability.
Platform Growth
- Inbound lead review and response
- User account management
- Digital merchandising
- Content updates & optimization
- Brand support
- Order fulfillment
- Language translation
Safety
- Fraud detection
- Inbound fraud review and response
- Continuous due diligence
- Chargebacks & disputes
- Claims management
Sales Support
- Top-of-the-funnel lead generation
- Lead research, qualification, and enrichment
- Outbound campaign management (email, social, SMS)
- Scheduling appointments & demos
- Data & CRM Management
- Market Intelligence
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50K
Brands onboarded
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300M
Products Managed
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96%
Avg. Accuracy Score
Optimize Performance, Even At Scale
Every operations engine needs a pit crew. With Hugo, you can onboard and execute faster, and with more precision than the competition.
Six Sigma Certified
We leverage best practices and robust feedback loops to drive operational excellence -unlocking your platform’s full potential to captivate and convert.
Platform Integrity
We safeguard your platform's integrity through comprehensive controls, monitoring, and proactive risk mitigation.
Data Security
PCI-, SOC II-, ISO-certified, PII, HIPAA compliance, LDAP/SSO access. We provide enterprise-level security options for all your data or compliance needs.
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
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 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.
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.
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.
We train our Support Agents to mirror your internal processes, ensuring seamless integration with your team. Any relevant materials you can provide to Hugo will be invaluable. Our training team will review your processes and documentation and inform you if they’ve identified any gaps that could enhance training. If needed, we can help create the content needed to ensure a streamlined training program.
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.
Mastering Digital Transformation for Peak Business Performance
Uncover how to elevate business performance through digital transformation, integrating technology with strategy, enhancing collaboration, and driving innovation for a competitive advantage.
