Case Study: Monzo scales empathetic customer support with Hugo

Monzo cuts Tier 1 support wait times by outsourcing 25–35% with Hugo

Monzo, a digital bank known for its customer-centric design, faced a challenge with scaling its customer support. As the bank grew, users experienced increasingly long wait times for routine inquiries, creating a gap between its fast product experience and its delayed customer service. The vendor, Hugo, proposed a solution to outsource a portion of these routine Tier 1 support queries.

Hugo's solution involved outsourcing 25-35% of Monzo's Tier 1 volume to a fintech-savvy partner. This model provided trained agents to handle routine queries across multiple channels, which accelerated response times and freed Monzo's core team to focus on high-value, sensitive issues. The results included dramatically reduced first-response times, a potential 10-point increase in post-issue NPS, and a 40% reduction in issue-related churn risk, allowing Monzo to scale its support empathetically without losing agility.

Monzo