Case Study: Starling Bank boosts customer support speed and retention with Hugo

Starling Bank cuts Tier 1 support wait times to under 15 minutes with Hugo

Starling Bank, a UK-based digital challenger bank, faced a challenge with customer support service gaps, including long wait times for urgent issues like fraud alerts and account freezes. To address this, they partnered with vendor Hugo to explore outsourcing a significant portion of their Tier 1 support operations to improve responsiveness and customer satisfaction.

The proposed solution from Hugo involved outsourcing 55-60% of Tier 1 cases, such as account resets and fraud triage, to a trained team. This strategy was projected to cut wait times to under 15 minutes, potentially increase customer loyalty metrics like NPS by 5-8 points, and reduce churn by 15-20%, solidifying Starling's position as a highly responsive bank.

Starling Bank