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

Kalshi cuts support response times to under 5 minutes with Hugo

Kalshi, a CFTC-regulated exchange for event-based trading, faced a challenge where its strong regulatory credibility was undermined by slow and inconsistent customer support. This service gap threatened trader trust and loyalty. To address this, Kalshi partnered with vendor Hugo to implement a fintech-trained customer support outsourcing solution.

Hugo's solution involved taking over 30-40% of Kalshi's high-volume, routine Tier 1 inquiries. This allowed Kalshi's in-house team to focus on complex compliance and market oversight issues. The partnership with Hugo aimed to drastically cut response times, provide clear communication on fees and rules, and improve public perception. The expected results included response times under five minutes, a significant drop in complaint volume within months, and a major lift in customer satisfaction scores.

Kalshi