With a rapidly growing user base, the client faced difficulties in scaling customer service to meet increased demand. As more students, parents, and educators relied on the platform, managing high volumes of customer inquiries—especially around technical support and course navigation—became challenging. Long wait times and inconsistent support quality began to affect user satisfaction, while limited automation in handling inquiries led to further delays.

Horatio provided a specialized, well-trained team of customer service agents to handle the increased inquiry volume. This team integrated seamlessly with the client's internal processes, allowing for real-time support across various channels, including live chat, email, and phone.

Additionally, Horatio introduced an AI-driven platform to automate routine inquiries, freeing agents to focus on complex, high-touch support needs. This system allowed customers to access answers to frequently asked questions, troubleshoot common issues, and receive personalized guidance on course enrollment and technical troubleshooting.

This collaboration resulted in considerable improvements in response times, user satisfaction, and operational capacity. These enhancements helped the client maintain a seamless and supportive learning experience, increasing user retention and positioning them as a leader in EdTech.