How Hugo Enhanced Customer Support For A Top Meal Kit Service
The Client
The client is a leading meal kit delivery service focused on making healthy home cooking easy and accessible. Through a subscription model, they provide fresh, pre-portioned ingredients and chef-designed recipes, simplifying meal prep and helping customers enjoy great meals at home.
The Challenge
Before partnering with Hugo, the client had engaged another service provider to manage key customer service areas. However, a surge in customer inquiries—particularly around dietary needs, meal modifications, and subscription logistics like cancellations and pauses—overwhelmed the legacy provider. This led to delays, inconsistent service, higher operational costs, and increased churn while the in-house team struggled to keep up.
The Hugo Approach: Seamlessly Aligning with the Client’s Values
Recognizing the Client’s challenges, Hugo provided a solution that not only addressed operational issues but aligned with the client’s wellness-driven brand ethos, ensuring every customer interaction reflected their commitment to health and quality.
Efficiently Managing Dietary and Customization Requests
- Hugo assembled a team with domain expertise in nutrition and wellness, offering personalized support to ensure accurate customizations based on dietary needs and preferences.
- The team broadened the company’s knowledge base and integrated AI-driven support for common inquiries, improving response times and reducing costs.
- The team provided multi-channel support via phone, chat, and email and developed a self-service option with an FAQ.
- With deep Shopify experience, Hugo streamlined order updates and inventory management by automating processes and improving real-time tracking. The team ensured timely communication with customers on order status and delivery schedules while coordinating weekend deliveries with third-party partners and internal teams.
Optimized Subscription Management
- Hugo developed an automated subscription workflow to manage pauses, cancellations, billing inquiries, and renewal reminders, reducing unexpected charges and cancellations.
- The team used bulk communication methods such as email newsletters and automated SMS alerts for updates and general issues, while direct support handled specific delivery problems and reward points.
- Additionally, Hugo introduced a pre-cancellation strategy to identify customer pain points and offer tailored solutions or incentives, reducing cancellation rates and enhancing retention.
Robust Quality Assurance Process
- Hugo implemented a thorough QA process to ensure top-tier customer interactions, with cross-channel monitoring, quick feedback, continuous knowledge base updates, and KPI tracking. By training each team member in critical areas like customer communication, product knowledge, and dietary and subscription-related inquiries, Hugo built quality from the ground up.
Jessica C., Director of Client Services, praised Hugo’s performance: “Hugo isn’t just a partner—they’re an extension of our team. When challenges arise, Hugo proactively offers solutions. Together, we’re delivering exceptional customer service that goes above and beyond.“
The Results
Exceeding Service Level Agreements: The Pilot Phase
During the pilot phase, Hugo outperformed key service metrics compared to both internal goals and industry benchmarks:
- 95% customer satisfaction vs. 90% goal.
- 73% one-touch resolution vs. 70% target.
- 99% quality score vs. 98% benchmark.
Sustained Excellence: Beyond the Pilot
The success of the pilot continued beyond the initial phase:
- Achieved a 93% CSAT, exceeding the legacy provider’s 80%.
- Attained an 88% First Contact Resolution rate, up from 70%.
- Maintained a 98% quality assurance score, surpassing the former 85%.
- Reduced Total Cost of Ownership (TCO) from 75% to 25%, outperforming the earlier 40% from the legacy provider.
- Reduced Average Handle Time (AHT) by 12%, surpassing the previous 5% improvement.
- 98% order accuracy throughout the transition period, which is critical to customer satisfaction among food delivery platforms.
- 87% team member engagement, widely recognized as world-class
Conclusion: A Partnership of Excellence
Hugo’s support enabled the client to focus on innovation and growth while setting a new benchmark for excellence. According to Jessica, “Hugo’s smooth onboarding and proactive support stood out. Their team integrated seamlessly with ours, and their ability to handle critical situations confidently and competently has been impressive. They truly share our commitment to high standards.”
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