Case Study: Remitly strengthens global customer care with Hugo

Remitly cuts first-response times to under 10 minutes with Hugo

Remitly, a global digital financial services provider, sought to strengthen its customer care to match the speed and reliability of its core money transfer service. The challenge was managing high volumes of routine support tickets and long resolution times during transaction exceptions, which risked customer trust. The vendor, Hugo, proposed a strategic outsourcing solution for Tier 1 customer support functions.

Hugo's solution involved outsourcing high-frequency, lower-risk support cases like status updates and document guidance, enabling faster response times and proactive communication. This allowed Remitly's internal teams to focus on complex, high-value issues. The implementation aimed to cut first-response times to under 10 minutes, reduce inbound complaint volume by up to 40%, and free 20% more time for internal experts, turning customer support into a competitive advantage.

Remitly