Case Study: Paya improves merchant support and retention with Hugo

Paya boosts merchant support with Hugo, handling 40–50% of Tier 1 tickets

Paya, a payment processing company, faced a challenge with merchant dissatisfaction over hidden fees, contract ambiguity, and difficulty getting timely, clear answers from its customer support. This service shortfall was a risk to retention despite Paya's strong technical foundation in ERP and POS integrations. To address this, they partnered with the vendor Hugo to implement an outsourced customer support solution.

Hugo provided a payments-savvy Tier 1 team to handle 40-50% of Paya's high-volume, communication-heavy inquiries. This solution resulted in first-response times under five minutes, an 8-10 point improvement in CSAT scores, and a 25-35% drop in public complaint volume within 9-12 months. By reallocating this workload, Hugo enabled Paya's internal teams to focus on more complex work and helped turn transparency and responsiveness into a competitive advantage that reduced churn.

Paya