Resource Allocation in Extraordinary Times: How Remote Customer Support Partners Can Optimize Cost Without Compromising On Quality

The world is facing a massive public health and economic crisis, and there are few industries who will be immune to these shocks. It’s going to be a difficult next few months, but the strength and resilience our clients have demonstrated gives us confidence in our mission to serve them in the days ahead. For many companies, customer outreach actually increases in periods of economic uncertainty and some industries have seen an uptick in demand as a result of the Coronavirus. At the same time, patience falls precipitously and brand loyalty is tested if the quality of your customer service begins to deteriorate. It is in these moments that organizations should look to a trusted remote customer support partner to work alongside their in-house team. This approach will keep relationships with their customers strong, while helping manage spend.

So what do the cost savings actually look like? Let’s take a look. Remote support partners have proven to help companies reduce costs by over 50%, allowing for savings beyond payroll and reducing additional expenses such as:

  • Healthcare benefits
  • Social security and employment taxes
  • Office rent
  • Work perks like free lunches, snacks, and parties
  • Office expenses like computers, desks, and technology
  • Recruiting and HR costs

Finding the right remote customer support partner is tough. You should work with a company that is willing to fully dedicate employees to your account, not share employees among different clients. That’s one of the biggest drivers to ensure quality support. Also, be sure your remote partners stay true to the culture and values of your in-house organization. Customer support is a tough job and you want to make sure anyone you let join your company shares those values. Companies that emphasize their value system with their remote partners have better employee morale, better quality, and develop an overall better customer experience.

About Horatio:

Based in New York City, Horatio is a leading provider of white-glove customer experience and omni-channel support services. At Horatio, we like to say “do what you do best, and hire Horatio to do the rest.” Horatio partners with high-growth and innovative companies to develop their customer support strategy and provides a dedicated handpicked team to execute. Horatio’s number one focus is on providing high-touch, brand-focused customer support. Our team is equipped with state-of-the-art technologies and expertise to ensure a great customer experience every time.

To learn more about Horatio, please email or visit


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