Case Study: Clover improves merchant support speed and retention with Hugo

Clover cuts support workload 45–55% with Hugo

Clover, a provider of point-of-sale (POS) systems, faced a challenge with its merchant support. Despite having strong technology, its internal customer service was often slow and frustrating for merchants dealing with issues, leading to complaints and potential churn. The vendor, Hugo, proposed a solution to outsource a significant portion of this high-volume support workload.

Hugo implemented a solution by providing a trained Tier 1 support team specialized in POS and payments to handle 45-55% of Clover's ticket volume. This included managing billing questions, hardware troubleshooting, and proactive merchant check-ins. The results included achieving first-response times under five minutes, an 8-10 point improvement in customer satisfaction scores, and a 25-35% reduction in public complaints within twelve months, significantly boosting merchant retention for Clover.

Clover