Case Study: Zopa boosts customer support speed and trust with Hugo outsourcing

Zopa reduces support wait times from days to hours with Hugo

Zopa, a UK-based digital bank, faced operational challenges related to customer support, including delayed response times, limited out-of-hours availability, and a lack of proactive communication. These frictions were eroding customer satisfaction despite the strength of their core products. To address this, Zopa partnered with the vendor Hugo to explore outsourcing a significant portion of its routine customer inquiries.

Hugo proposed a solution to outsource 60-65% of Zopa's support volume, which consisted of highly standardizable Tier 1 queries. This strategy was designed to dramatically improve speed to resolution, provide 24/7 coverage, and free Zopa's internal teams to focus on complex cases. The projected results included raising NPS by 10-15 points, reducing avoidable churn by up to 20%, and creating a more effortless customer experience that could serve as a key competitive edge for Zopa.

Zopa