Hugo

Hugo was hired by a software solutions company to enhance their online presence and brand visibility through digital marketing, social media management, and SEO. The company sought Hugo's expertise in building and managing high-performance remote client support teams in black communities. The project involved a comprehensive analysis of the company's digital landscape, audience research, and the development of a customized digital marketing plan. Hugo also created and optimized content, managed strategic ad campaigns, and provided regular performance reports. The results achieved were a strong digital footprint, increased conversion rates, and meaningful connections with the target audience.

In a project with an e-commerce company, Hugo was tasked with improving customer satisfaction ratings, reducing moderation bias in content reviews, and increasing productivity in marketplace operations. Hugo provided customer support, content moderation, and managed key marketplace workflows and processes. The team was able to maintain an average wait time for customer support under 2 minutes, improve customer satisfaction scores by 15% within 6 months, and achieve 90% or greater accuracy in content moderation judgments. Hugo's cultural knowledge and remote resourcing capabilities significantly improved customer experience, streamlined moderation, and enabled round-the-clock marketplace coverage.

Hugo was engaged by Acme Inc., a construction materials company, to improve customer satisfaction scores, expand support coverage for global markets, and moderate harmful content. Hugo provided dedicated customer support agents to handle inbound calls, emails, and social media interactions. The agents were trained on the company's products, policies, workflows, and systems to address customer questions, troubleshoot problems, handle complaints, and process orders, returns, and exchanges. Hugo also moderated user-generated content on the platform to remove any harmful, dangerous, or age-restricted material. The deliverables included 24/7 customer support, first call resolution rates above industry standard, quarterly customer satisfaction scores of at least 90%, less than 1% order/return processing errors, and harmful content removal within 1 hour of posting.