Case Study: Toast achieves faster hospitality-grade merchant support with Hugo

Toast cuts response times to under 5 minutes with Hugo

Toast, a restaurant point-of-sale platform provider, faced a challenge where merchant reviews indicated support response times did not match the urgency of the restaurant industry, risking customer trust. The vendor Hugo proposed a solution involving hospitality-grade customer support outsourcing to address this service gap.

Hugo's solution was to handle 35–45% of Toast's high-volume, Tier 1 merchant inquiries through an outsourced team. This aimed to achieve sub-five-minute response times for common issues, reduce early churn by 15–20%, and decrease public complaints by 20–30%, positioning service as a key competitive differentiator for Toast.

Toast