Case Study: a siding company achieves 24/7 customer support and faster response times with Hugo

Siding Company cuts response times by 60% with Hugo

The customer, a siding company based in Atlanta, was struggling to manage a high volume of customer inquiries, support requests, and billing issues. Their in-house team was overwhelmed, leading to long response times and a lack of after-hours and weekend support. To address these challenges, the company partnered with Hugo to implement a more robust customer experience solution.

Hugo assembled a dedicated team that provided 24/7 omnichannel support, including handling inbound inquiries, implementing live chat, and managing after-hours calls. The solution also included assistance with billing and a proactive review management system. As a result, Hugo helped the siding company cut average response times by 60%, improve customer satisfaction scores by 35%, reduce phone-based billing inquiries by 70%, and quadruple review submissions.