Case Study: Rapyd UK improves merchant loyalty with Hugo

Rapyd cuts SMB churn by up to 10% with Hugo

The customer, Rapyd UK, a payments platform, faced challenges with slow merchant support response times and onboarding gaps, which impacted customer satisfaction and retention. They partnered with the vendor Hugo to outsource a significant portion of their Tier 1 support operations.

By outsourcing 50-60% of these tasks to Hugo's multilingual teams, Rapyd UK significantly accelerated response times. The solution delivered by Hugo enabled measurable results, including an 8-12 point increase in Net Promoter Score, a reduction in SMB churn by up to 10%, and a 5-8% faster merchant activation rate.

Rapyd