As the client’s audience rapidly grew, the company faced challenges in scaling its customer experience (CX) and engagement strategies to meet the demands of its diverse and expanding community. With increased inquiries regarding subscription management, event participation, and content recommendations, the client struggled to provide consistent and timely support. The company also needed better tools to understand its audience’s evolving preferences to ensure personalized experiences across its platforms. The lack of advanced automation in handling repetitive inquiries further strained customer service resources, while limited insights into audience data made it difficult to proactively engage users.

To address these challenges, the client partnered with Horatio to elevate its CX operations, improve audience satisfaction, and ensure seamless interactions that aligned with the company’s mission to simplify life for its readers.

Horatio provided a dedicated team of CX experts who worked closely with the client’s internal teams to deliver fast, personalized, and high-quality support across all customer touchpoints, including email, social media, and live chat. In addition, Horatio implemented an AI-powered customer engagement platform tailored to the client’s unique needs. This platform automated common processes such as subscription updates, event registrations, and frequently asked questions, freeing up resources to focus on more meaningful customer interactions. To better understand audience preferences, Horatio deployed advanced analytics tools that tracked engagement trends and content performance. These insights allowed the client to curate personalized recommendations, refine its content strategy, and develop targeted campaigns that resonated deeply with its readers. Horatio also introduced proactive engagement strategies, such as automated follow-ups for event attendees and targeted messaging for newsletter subscribers, ensuring that users felt valued and connected to the client’s community.

The partnership with Horatio delivered remarkable results for the client, enhancing both operational efficiency and audience engagement. Key outcomes included faster response times, improved personalization, operational efficiency, audience growth, and enhanced insights.