Optimizing CX Operations
How Horatio Enhanced Customer Experience Operations
October 30, 2024
Read story →SaaS CX Support Services
Scaling SaaS companies with people, tech, and expertise
Building innovative software is just the start. Sustaining success in SaaS demands operational agility, deep user insight, and a partner who can scale with you.
Example Eyebrow
Horatio empowers SaaS brands with high-performing teams, optimized support operations, and user-first experiences—so you can focus on product while we elevate every interaction.
90%
CSAT Score
93%
QA Score
35%
Onboarding Time Reduction
Bespoke solutions for SaaS growth
At Horatio, we design customer experience solutions tailored to the dynamic, fast-paced world of SaaS. Whether your company needs rapid deployment cycles, global user bases, or customer support, we understand the operational pressures and evolving demands of modern software companies, and we’re built to help you thrive.
Technical & Customer Support
Tiered support with fast response times and deep product understanding.
Meet Horatio, where human expertise meets technological integration
We help SaaS companies reduce churn, boost activation, and deliver exceptional support, without overextending internal teams.
Fully managed & fully yours
We recruit, train, and operate dedicated teams that feel like your own – aligned to your tools, workflows, and KPIs.
Elastic capacity for user growth
Launching a new feature or breaking into a new market? We dynamically scale to meet demand—without compromising service quality.
Seamless tech integration
Our teams operate inside your stack – Salesforce, Zendesk, Looker, Jira, Intercom, Notion, HubSpot, and more.
Performance that drives retention
With QA scores above 98%, our agents deliver consistent quality, using calibrated feedback and performance monitoring to drive outcomes.
Insights-driven operations
We track CSAT, NPS, FRT, AHT, and resolution rates—turning real-time insights into measurable improvements.
Secure, compliant, and on- brand
Our operations meet SOC 2, HIPAA, and GDPR standards to protect your data and brand reputation.
Powered by people: The culture behind exceptional quality
Every support interaction starts with a person, and we believe the best support comes from empowered, well-equipped teams. At Horatio, we foster a culture that prioritizes wellbeing, continuous learning, and operational excellence so our people can deliver standout experiences to yours.
01
Mental wellness access
We provide fast, confidential access to licensed therapists. No delays, no bureaucracy. Mental health is a priority, not a perk.
02
Agile talent rotations
Our cross-training and rotation programs build flexible, multidimensional teams capable of adapting to changing product needs and user behaviors.
03
Flow-optimized workspaces
Our environments are intentionally designed to support deep focus and high performance, helping agents maintain clarity and efficiency in fast-paced SaaS contexts.
04
High tenure and high product IQ
With a turnover rate of just 2%, our agents stay, grow, and evolve with your platform, leading to deeper product knowledge and stronger user relationships over time.
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
What our SaaS clients are saying
“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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Case Studies
Real results from real SaaS disruptors
See how Horatio has partnered with leading SaaS companies to transform customer experience, optimize operational workflows, and scale service delivery in fast-moving digital markets.
Transforming EdTech Experience
How Horatio Elevated Customer Support for an EdTech Client
November 13, 2024
Read story →
Transforming Insurance Experience
How Horatio Leveled Up an Insurance Client’s Customer Experience
October 16, 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.
Power SaaS growth through exceptional quality
We partner with forward-thinking SaaS companies to deliver agile, expert-led support that fuels retention, drives product adoption, and scales with you. Let’s talk about how Horatio can elevate your business at every stage of growth.