Case Study: Checkout.com boosts merchant support speed with Hugo

Checkout.com boosts support speed with Hugo, outsourcing 50–55% of Tier 1 inquiries

Checkout.com, a leading global payment processing platform, faced a challenge in maintaining service velocity for its merchants. While its technology was robust, slow response times to routine merchant inquiries during onboarding and support were creating friction and potential churn. To address this operational gap, they partnered with the vendor Hugo to outsource a significant portion of their customer support operations.

The solution implemented by Hugo involved taking over 50-55% of Checkout.com's recurring Tier 1 and low-complexity Tier 2 inquiries. This strategic outsourcing was designed to lock in sub-15-minute response times. The results were a projected 8-12 point increase in NPS and a 15-20% reduction in churn among SMB and mid-market merchants within 12 months. This allowed Checkout.com's in-house teams to focus on high-value strategic work, turning customer support speed into a measurable competitive advantage with Hugo.

Checkout.com