Case Study: Current achieves faster, more transparent customer support with Hugo

Current cuts response times to under 5 minutes with Hugo

The customer, Current, a neobank known for fast financial features, faced a challenge aligning its customer support speed with its product promise. Public complaints revealed that communication delays during issues like funding delays or limit changes were damaging trust. The vendor, Hugo, proposed a solution using its fintech-trained customer support outsourcing services.

Hugo's solution involved outsourcing 35-45% of Current's high-volume, Tier 1 customer inquiries to a specialized team. This allowed Current to achieve first-response times under five minutes, proactively guide customers, and free internal teams for complex cases. Hugo helped Current target measurable outcomes including a 20-30% drop in repeat contacts, a 15-25% reduction in public complaints, and an 8-12 point lift in customer satisfaction scores within six to nine months.

Current