Case Study: GoCardless boosts customer satisfaction with Huggg

How the fintech easy-payments people GoCardless provide unforgettable customer interactions

GoCardless, a B2B fintech company, sought to connect with customers on a more human level to build brand loyalty but faced logistical headaches with traditional ad hoc gifting. Their challenges included a difficult expense process, the inability to gift in the moment, and the time-consuming and GDPR-sensitive task of collecting recipient details. They turned to the gifting platform Huggg to find a solution.

By implementing Huggg, GoCardless gained a simple platform that integrated directly with their Zendesk ticketing system, allowing them to send gifts instantly without needing customer addresses or preferences beforehand. This solution enabled meaningful, surprising interactions. Huggg helped achieve a measurable positive impact, with customers receiving gifts showing a customer satisfaction (CSat) score 10% higher than the company's overall average.

GoCardless

Hamish Wood

Head of Customer Experience