Case Study: Besitos builds user trust and reduces churn with Hugo support

Besitos improves first response time to under 12 hours with Hugo

Besitos, a rewards platform, was facing a challenge with delayed customer support responses that threatened user trust and loyalty. While users loved the core product, slow first response times, especially for payout and account issues, created frustration and risked churn. The vendor, Hugo, was engaged to help address this critical aspect of their customer experience.

Hugo’s solution focused on implementing a strategic support system to ensure speedy, thoughtful first contact. This included prioritizing high-stakes ticket types, employing auto-acknowledgments with a human tone, and closely monitoring first response time metrics. By executing these changes, Hugo helped Besitos significantly improve its support responsiveness. The measurable impact was strengthened user trust, reduced churn, and a support experience that finally aligned with the platform's strong brand promise.

Besitos