Case Study: ySense strengthens user trust and reduces churn with Hugo

ySense cuts support delays with Hugo using 6-hour acknowledgments

ySense, a global rewards and GPT platform, faced a challenge with user trust due to delayed responses to high-stakes support tickets, such as payout and account lock issues. The vendor, Hugo, provided strategic customer support outsourcing to help ySense strengthen user loyalty and reduce churn by improving its first response time.

Hugo's solution involved implementing a more strategic support approach, which included prioritizing high-emotion tickets and setting a goal for a 6-hour first response time. While specific results for ySense were not quantified in the text, Hugo states that similar implementations for other platforms led to an 18% increase in user retention and a 25% reduction in complaint volume.

ySense