Case Study: Top Meal Kit Service improves customer satisfaction and reduces support costs with Hugo

Top Meal Kit Service boosts CSAT to 93% with Hugo

The customer, a top meal kit service, was facing significant challenges with its previous customer support provider. A surge in inquiries regarding dietary needs, meal modifications, and subscription logistics led to service delays, inconsistent support, and increased operational costs. This prompted them to partner with Hugo for customer support outsourcing to enhance their service quality and efficiency.

Hugo implemented a comprehensive solution that included a specialized support team, AI-driven tools for common inquiries, and streamlined subscription management workflows. This approach resulted in Hugo exceeding all key service level agreements, achieving a 93% customer satisfaction score and an 88% first contact resolution rate. The partnership also reduced the total cost of ownership from 75% to 25% and improved average handle time by 12%, allowing the client to focus on innovation and growth.