Hydrow x Horatio Revolutionizing Operations
How Horatio Led a 70% Reduction in Email Response Time During a Period of Volume Surge.
May 15, 2024
Read story →Customer Support Services
Scale Your Customer Support With Dedicated Horatio Teams
Our teams combine exceptional talent and proven technology to deliver responsive, scalable customer support for growing companies.
Example Eyebrow
At Horatio, we streamline the repetitive, so our expert teams can focus on the moments that truly matter: turning interactions into long-term loyalty. All while your outsourced support team delivers the premium experience your brand is known for.
90%
CSAT Score
2 Hours
Average First-Response Time (Email)
15%
Chat Conversion Rate
Customer support for every need
At Horatio, we provide end-to-end outsourced customer support solutions that meet your brand’s specific needs. Our dedicated teams ensure seamless communication across all channels, offering expert support that fosters customer satisfaction and brand loyalty.
Omnichannel support
Phone, chat, email, social media, SMS, and more—ensuring consistent and responsive communication across all touchpoints.
We know your tech stack
Built to integrate with your customer support ecosystem
Our teams integrate effortlessly with your systems to deliver a frictionless support experience.
Outsourced customer support, enhanced by expert teams
Redefine your customer support with Horatio’s highly-trained agents and provide exceptional customer experiences while optimizing costs and operations.
Unmatched quality assurance
Our customer support outsourcing solutions are built on a foundation of exceptional quality control, ensuring accuracy, efficiency, and consistency. We maintain an industry-leading QA score of 98%, significantly surpassing industry standards.
Real-time performance feedback
We provide full operational visibility through advanced real-time dashboards, allowing businesses to track performance, compliance, and workflow efficiencies all across.
Low staff turnover & stability
Our success stems from our employee-centric culture. Unlike traditional outsourcing providers that struggle with high attrition rates, we foster long-term workforce stability and seamless scalability. Enjoy the benefits of a low annual staff turnover rate of 2%.
Cutting-edge technology
We blend human expertise with our complete tech stack, enabling businesses to achieve higher efficiency, lower operational costs, and improved accuracy across all customer interactions.
Training
When you onboard with Horatio, training is never an afterthought. We embed a dedicated trainer during your initial ramp-up sessions, helping to build a tailored playbook and structured training program that scales with your team. The result? Smooth onboarding and faster time to performance.
Backups
We proactively hire more associates than required to ensure full redundancy during the early phases of your program. Whether it’s vacation, unexpected absences, or early attrition, we’ve got it covered (at no additional cost to you).
Built-in team
With Horatio, you're not just getting agents and a team lead, you're gaining a full operational ecosystem. From day one, your team is supported by a Client Services Manager, Customer Success Manager, Trainer, Quality Assurance Analyst, and Workforce Manager… all working behind the scenes to optimize your performance and growth.
Strategic partner
We don’t just execute… we engage. Horatio becomes an extension of your business, proactively identifying ways to optimize your support operations, enhance customer experiences, and unlock growth opportunities. From surfacing actionable insights to suggesting new process improvements, we’re in it with you as a true long-term partner invested in your success.
The Horatio advantage
We believe that a motivated and engaged team delivers the best customer experiences. Our employee-first culture directly translates into superior service quality and higher customer satisfaction
01
Community-driven culture
We believe exceptional customer experiences start with empowered employees. Our workplaces are designed to support wellbeing and collaboration, featuring modern collaborative workspaces, on-site fitness facilities, and even on-site daycare for working families. These initiatives help create an environment where teams feel supported, engaged, and motivated to consistently deliver high-quality service to your customers.
02
Employee satisfaction & retention
Consistency is essential in customer experience operations. Our employee-first culture leads to significantly lower turnover compared to industry averages, allowing teams to develop deep familiarity with your products, processes, and customers. This continuity ensures that knowledge compounds over time, improving support quality, operational efficiency, and the overall experience delivered to your customers.
03
Dedicated client involvement
Transparency and collaboration are at the heart of every partnership we build. Clients are always welcome to visit our facilities in the Dominican Republic and Colombia to meet their teams and experience our operations firsthand. This open approach strengthens relationships, aligns expectations, and creates a deeper connection between your organization and the people supporting your customers every day.
04
Cost-effective scalability
Our nearshore model combines world-class talent with cost-efficient operations, enabling companies to scale their support teams without sacrificing quality. Whether you're expanding rapidly or optimizing existing operations, we provide flexible staffing solutions that adapt to your needs while maintaining the high standards your customers expect.
05
Continuous skill development
Ongoing training programs and upskilling initiatives keep our teams sharp, adaptive, and aligned with evolving client needs. Through regular coaching and professional development, our agents stay up to date with new tools, workflows, and best practices.
Hear it from our clients
Don’t take our word for it
“It impresses me every day how well our team really understands what we're building and what we're doing and how to best serve our community. My only regret is not working with Horatio earlier.”
Cate Marques
Chief Experience Officer
“Our experience with Horatio has been nothing short of amazing. Our business actually is very involved. There is a lot of industry specific knowledge for the roles that they have here. So they've adapted very well. The customer service is outstanding.”
Justin Zemaitis
Co-Founder and Chief Insurance Officer
“The best part about working with Horatio is that they’re not just a vendor. They focus on being a strategic partner in every aspect of your business; the future of BPOs. Long gone are the days where contact centers are cost centers. Horatio turns a contact center into a profit center.”
Jarvous Freeman
Vice President of Operations
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Our Solutions
Customer support outsourcing solutions for every industry
Whether you're a fast-growing startup or a global enterprise, our tech-savvy customer support outsourcing solutions help you deliver seamless experiences, improve efficiency, and build stronger customer relationships at scale.
Retail & E-commerce
Upgrade your store support →For store owners
Deliver seamless shopping experiences with tech-powered support, from customer inquiries to order management and fraud prevention.
Financial Services
Secure your operations today →For financial institutions
Provide secure and reliable customer assistance with expert support in fraud detection, claims processing, and account management.
EdTech
Power up your learning platform →For education providers
Enhance student engagement with dedicated support teams, course assistance, and AI-driven helpdesk solutions.
Healthcare & HealthTech
Strengthen your patient support →For healthcare teams
Improve patient experiences with responsive support, appointment scheduling, claims processing, and compliance-driven assistance.
SAAS
Scale your software support →For software companies
Increase user satisfaction with 24/7 technical support, onboarding assistance, and proactive issue resolution.
Technology
Streamline your tech workflows →For tech innovators
Scale your business with expert IT helpdesk support and enhanced customer interactions.
Travel & Hospitality
Enrich your guest experience →For experience providers
Deliver unforgettable experiences with multilingual customer support, booking assistance, and seamless service operations.
Video Games
Level up your player support →For game studios
Provide seamless assistance for game-related queries, bug reports, account management, and live event support to ensure an exceptional gaming experience for all users.
More services to deliver an integrated customer experience
Horatio’s expertise goes beyond customer support. We offer a full suite of services designed to optimize operations, strengthen security, and uphold the highest quality standards. Our outsourced solutions empower businesses to scale efficiently while ensuring consistency, compliance, and cohesive workflows across every touchpoint.
Back-Office Support
Outsource essential administrative tasks like data entry, order processing, digital asset QA, product listing review, and tagging. Our skilled teams enhance operational efficiency, reduce overhead, and let businesses focus on strategic growth with accuracy and compliance. Our back-office support services help businesses focus on strategic growth while maintaining accuracy, compliance, and workflow optimization.
Trust & Safety
We create safer digital environments by moderating user-generated content, detecting policy violations, and ensuring compliance with platform guidelines. Our Trust & Safety experts protect your brand, foster community integrity, and promote user confidence.
Compliance & Fraud
As regulations and risks evolve, we help businesses stay compliant and protected. Using AI-driven monitoring and risk models, we detect and prevent fraud, reduce chargebacks, and ensure adherence to local and global standards for financial and reputational security.
Quality Assurance
Deliver consistently high service standards with real-time monitoring, structured feedback loops, and data-backed performance tracking. Our QA services drive
Technical support
Our Tier 1, 2, and 3 support teams integrate with your systems to resolve issues quickly and effectively. From basic troubleshooting to complex escalations, we offer deep technical expertise and fast response times that boost customer satisfaction, reduce churn, and strengthen brand loyalty.
Consulting Services
Horatio’s consulting services help you reimagine your customer experience, improve operational efficiency, and unlock the power of AI with guidance rooted in real-world execution.
Case Studies
Real Results for Leading Brands
Explore how Horatio helps companies scale operations, elevate customer experience, and solve complex support challenges through dedicated teams and operational excellence.
Redefining Entertainment
How Horatio Elevated Customer Engagement for a Leading Media Brand
January 29, 2025
Read story →
Streamlining Customer Support During Peak Season
How Horatio Supported a Leading E-Commerce Aggregator During BFCM
October 2, 2024
Read story →
CX Insights & trends
Stay up-to-date with industry trends, thought leadership, and CX insights by reading our blog.
24/7 customer service: benefits and challenges
Discover the advantages of offering round-the-clock customer support, as well as the potential challenges that come with maintaining such a service.
September 10, 2024
Read story →
How to outsource customer service in a few steps?
How to outsource customer service? This question has left companies wondering for some time. Read our guide to understand how to do it the right way.
June 2, 2025
Read story →
A Behind The Scenes Look at the Customer Service Industry
Discover what goes on behind the scenes in customer service and how it shapes customer loyalty, business success, and future trends.
October 17, 2024
Read story →
Help & Support
Frequently Asked Questions
Have questions about outsourcing customer support with Horatio? Here are answers to some of the most common questions from companies exploring CX outsourcing.
Ready to elevate your customer experience?
Deliver exceptional customer service outsourcing services and build lasting customer relationships with Horatio’s tailored customer support solutions. Whether you’re looking to enhance satisfaction, scale effortlessly, or optimize costs, our expert teams are here to help. Let’s talk about your support needs!