Case Study: Noda boosts merchant loyalty with Hugo's outsourced customer support

Noda boosts NPS by 15–20 points with Hugo

Noda, a modern API-driven payments platform, faced a challenge common in the fintech sector: while its core payment technology was strong, it was experiencing service gaps that risked merchant loyalty. These issues included slow support responses, lack of proactive communication, and onboarding hurdles. To address these high-volume Tier 1 service gaps without compromising its in-house control of sensitive operations, Noda partnered with the vendor Hugo to implement an outsourced customer care solution.

Hugo's solution involved outsourcing 70-80% of Noda's high-volume Tier 1 customer support tasks, such as payment status checks and onboarding assistance, to a multilingual, always-on team. This allowed Noda to retain its Tier 2+ functions like fraud resolution in-house. The measurable impact was significant; Hugo's analysis projected that this strategy would increase Noda's NPS by 15-20 points and cut customer churn by 10-15% within 12 months, transforming its reputation into that of the most responsive platform in its category.

Noda