Support volumes spike
Order questions, returns, and WISMO tickets surge all at once.
Handle BFCM demand without compromising CX
Outsource high-performing customer support, trust & safety, and back-office operations to a team built for peak season performance.
1Peak-season pressure
BFCM doesn't break your systems. It exposes them.
Hiring seasonal agents is slow and risky. Training takes time you don't have, and poor customer experiences during BFCM don't just cost you sales. They cost you retention.
Response times slow
Queues grow faster than internal teams can realistically clear.
Teams stretch thin
Your best people get pulled into reactive support instead of growth.
Seasonal hiring adds risk
Temporary agents need time, training, and brand context you may not have.
2Scale without the scramble
Built to scale when it matters most
Horatio helps high-growth brands scale CX during peak demand without the overhead, delays, or quality risks of building internally. Deploy trained, brand-aligned teams across:
Customer Support
Chat, email, and voice with brand-trained agents, queue discipline, and SLA ownership.
Trust & Safety
Fraud prevention, policy enforcement, and escalations built for peak-volume risk.
Back-office Operations
Order exceptions, refunds, and throughput that scales with ticket surges.
3Proven under pressure
Trusted by high-growth brands during their most critical moments
Performance matters most when demand is at its highest. Horatio helps brands maintain speed, quality, and customer satisfaction through their busiest moments.
3x
support volume handled without increasing response times
98%
CSAT maintained during peak periods
Weeks
ramp-ready teams deployed in weeks, not months
4The ramp-up plan
From onboarding to BFCM-ready in weeks
We move quickly without skipping the details. From forecasting to training to workflow integration, every step is built to get your team peak-ready fast.
1
Assessment
We evaluate your support needs, volume forecasts, and CX standards.
2
Team buildout
We assemble and train a dedicated team aligned with your brand.
3
Integration
We plug into your tools, workflows, and SLAs.
4
Scale on demand
We ramp capacity as your volume spikes.
5Built for BFCM
Not all outsourcing is built for BFCM
BFCM support takes more than extra headcount. It takes trained teams, flexible capacity, and operational discipline built for high-pressure moments.
Brand-trained agents, not generic support reps
Fast ramp without sacrificing quality
Experience with high-growth e-commerce and fintech brands
Flexible scaling before, during, and after BFCM
6Secure capacity early
Don't wait until your support breaks
The brands that win BFCM prepare early. Secure your support capacity now and avoid last-minute compromises.