Optimizing CX Operations
How Horatio Enhanced Customer Experience Operations
October 30, 2024
Read story →Technology CX Support Services
Empowering tech companies with people, process, and quality
Succeeding in tech today means more than just building great products. It requires operational excellence, agility, and exceptional user experiences at every touchpoint.
Example Eyebrow
We help forward-thinking technology brands scale smarter with elite talent, advanced processes, and innovative support strategies that enhance every interaction and fuel sustainable growth.
90%
CSAT Score
93%
QA Score
78%
Tier 1 Resolution Rate
Bespoke tech-savvy outsourcing solutions
Deliver agile, customer-focused support that evolves with your product. Built to match your pace, our solutions help you scale efficiently while maintaining exceptional user experiences. From SaaS to complex infrastructure, Horatio provides the expertise and flexibility to support your growth at every stage.
Technical & Customer Support
Multi-tier support with a focus on resolution time and user satisfaction.
Meet Horatio, where human-centric support meets technical sophistication
Horatio helps tech brands scale with confidence. Our teams integrate seamlessly with your operations to reduce churn, improve service delivery, and supercharge your customer experience. Support users globally, without overwhelming your internal teams.
Support customers across at every touchpoint.
From app onboarding and billing to Tier 1 and Tier 2 support, we deliver omnichannel assistance via chat, email, phone, and in-app.
Scale dynamically as your user base grows.
Whether you're onboarding thousands of new users after a product launch or supporting expansion into new markets, we provide flexible, scalable support that adapts to your growth curve.
Deliver consistent, branded interactions.
We speak your language, adopting your brand voice, values, and tone to ensure a cohesive experience across all channels.
Deliver consistency at every touchpoint.
Experience consistent results with 93% QA scores that drives brand loyalty and growth with our structured reviews, calibrated feedback, and integrated performance monitoring.
Turn insights into action.
We track key metrics like CSAT, NPS, FRT, AHT, and resolution rate, using data to continuously improve service delivery and customer outcomes.
Prioritize data protection and compliance.
Our operations meet industry standards like GDPR, SOC 2, and HIPAA, ensuring your user data is always secure and your brand reputation protected.
Behind every line of code, there’s a human who makes it work
Every chat, escalation, and bug report, your users aren’t just interacting with an interface. They’re engaging with the human intelligence behind your brand. At Horatio, we’ve built a people-first culture where our teams don’t just support your product—they help your users fall in love with it.
01
Onsite wellness that drives clarity in complexity
In tech, mental clarity matters. That’s why our in-house wellness program offers team members immediate, private access to licensed therapists and psychologists, no waitlists, no referrals. It’s proactive care for the minds navigating high-velocity support.
02
Smart rotations to build agile, multi-skilled teams
Support in tech demands adaptability, from debugging and product QA to policy enforcement and trust & safety. Our rotational programs prevent burnout and build multidimensional teams, ready to flex across your fast-changing ecosystem.
03
Workspaces designed for cognitive flow
Deep thinking requires deep focus. Our delivery centers are optimized for high-performance knowledge work: ergonomic setups, quiet zones for ticket queues and technical documentation, and wellness rooms for reset and recharge.
04
Tenure that compounds your product knowledge
Our 2% turnover rate gives you more than consistency, it builds compounding value. With long-tenured agents, you get teams that don’t just understand your tools, they become experts in your roadmap, product logic, and user sentiment.
05
Come see the culture powering your CX
We’re serious about transparency. Visit our delivery centers in the Dominican Republic or Colombia to see the work firsthand, meet the minds behind your metrics, and walk the floors where product knowledge turns into customer loyalty.
Hear it from our clients
What our tech 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
1 of 3
Case Studies
Real results from real tech innovators
See how Horatio has empowered high-growth technology companies to elevate customer support, streamline operations, and scale seamlessly in dynamic digital environments.
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.
Accelerate innovation with every interaction
At Horatio, we understand the pace and precision required in tech. Let’s work together to enhance your customer experience, support scalability, and power smarter solutions that keep you ahead.