Case Study: Paysafe achieves faster, higher-quality customer support with Hugo

Paysafe UK cuts support volume 85% with Hugo

Paysafe UK, a trusted global payments provider, faced a challenge in meeting customer expectations for fast and clear resolution of high-emotion issues like payout delays and card resets. To match its industry-leading security with equally leading customer responsiveness, Paysafe partnered with the vendor Hugo to outsource a significant portion of its customer support volume using their customer experience outsourcing services.

Hugo implemented a solution by providing a payments-specialist team to handle 85% of Paysafe's routine Tier-1 support cases. This strategic move was projected to cut average resolution time by up to 40%, boost SLA adherence from 80% to over 95%, and directly correlate to a potential 10-15 point NPS gain and a 20-25% reduction in customer churn for Paysafe.

Paysafe