Case Study: Bunq boosts support speed and customer loyalty with Hugo

Bunq cuts Tier 1 support 50-55% with Hugo to boost responses under 15 minutes

The customer, Bunq, a European neobank, faced challenges with slow customer support response times which risked eroding trust and increasing churn. The vendor, Hugo, proposed a solution through customer support outsourcing to address these operational friction points.

Hugo's solution involved outsourcing 50-55% of Bunq's routine Tier 1 support cases to a multilingual team. This strategic move enabled faster first-response times of under 15 minutes, provided 24/7 coverage, and allowed Bunq's in-house experts to focus on complex issues. The measurable impact Hugo helped achieve was an estimated 8-12 point increase in NPS and a 15-20% reduction in customer churn.

Bunq