Case Study: GoCardless turns support speed into a competitive moat with Hugo

GoCardless can lift CSAT by 15–20 points with Hugo

GoCardless, a trusted provider of recurring bank-to-bank payments, faced a challenge with its customer service layer. Common merchant issues, such as slow support responses and confusing account holds, were creating friction and risking churn despite the reliability of its core payment product. The company partnered with Hugo to outsource a significant portion of its customer support operations.

By outsourcing 65-70% of its high-volume, low-complexity support tickets to Hugo, GoCardless was able to dramatically improve its service speed and quality. The solution focused on handling common queries while reserving in-house experts for complex cases. As a result, Hugo helped GoCardless achieve a 15-20 point increase in CSAT, a 10-12% boost in onboarding activation, and reduce merchant churn by up to 8% within the first year.

GoCardless