Case Study: SoFi improves member support speed and trust with Hugo

SoFi cuts Tier 1 support wait times to under 5 minutes with Hugo

SoFi, a prominent personal finance company, faced a challenge in aligning its world-class product innovation with equally strong member support, particularly during high-stress moments like fraud disputes or account issues. To address this gap and protect its reputation, SoFi partnered with vendor Hugo to explore outsourcing a significant portion of its routine, high-volume customer inquiries.

The solution implemented by Hugo involved outsourcing 40-50% of SoFi's Tier 1 support cases to a dedicated, fintech-trained team. This allowed SoFi's internal experts to focus on more complex issues. The results from Hugo's proposed solution included achieving first-response times under five minutes, a projected 20-30% reduction in public complaint volume within the first year, and a 10-12 point lift in customer satisfaction scores, ultimately making SoFi's "member-first" promise a tangible reality.

SoFi