Case Study: Zilch achieves 5-star service experience with Hugo

Zilch boosts support with Hugo, outsourcing 40–50% of Tier 1 inquiries

Zilch, a buy now pay later (BNPL) provider known for its customer-friendly product, faced a challenge in ensuring its customer service experience matched its high product reputation. The company needed to handle a high volume of repetitive Tier 1 inquiries while extending support availability to match customer shopping habits. To address this, Zilch partnered with the vendor Hugo to outsource a portion of its customer support operations.

The solution implemented by Hugo involved outsourcing 40-50% of Zilch's Tier 1 inquiries to a dedicated, BNPL-savvy support team. This allowed Zilch to extend its support hours and provide faster, more empathetic, and human-driven service. As a result, Hugo helped Zilch achieve significantly faster first-response times, a projected 5-8 point improvement in CSAT scores, a 20-30% reduction in unresolved public complaints, and the maintenance of its strong 4.5-star Trustpilot rating, solidifying its market position.

Zilch