Always-on access to expert support
Our teams are available 24/7, ensuring your users always have someone to turn to, without leaving your app.
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In-app Customer Support Services
In-App customer support BPO that meets users where they are
Keep support inside your app. Horatio blends premium human support with in-app technology to resolve issues faster, reduce friction, and improve customer satisfaction.
With Horatio’s in-app customer support BPO services, your users can reach out in real-time without switching platforms. That means lower friction and higher satisfaction, which at the same time leaves more time for your team to focus on what matters most: growth.
< 60 Seconds Average in-app response time
Real-time, zero-friction user assistance delivered natively inside the application ecosystem to prevent immediate user abandonment and session drop-offs.
85%+ First-contact resolution (FCR)
Our teams resolve technical tier-1 and tier-2 troubleshooting tickets during the initial in-app chat session, eliminating the need to drive users out to external email forms.
+0.5 Lift Average app store rating increase
Measurable improvement in Google Play and Apple App Store positioning achieved by proactively mitigating churn-inducing bugs and preventing negative platform reviews.
The operational connection of application retention with native support execution
Horatio offers experienced technical operators who manage your services. They’re trained to understand precisely where high-level user acquisition encounters frontline mobile application friction. Your team builds the native technical roadmap required for outsourcing in-app support and directly provides the specialized talent needed to execute comprehensive technical troubleshooting at scale.
Embedded Livechat
Engage users instantly with live conversations, powered by trained associates.
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.
In-App customer support BPO that powers real results
In-app support isn’t just a convenience, it’s a competitive advantage. Horatio’s services are crafted to reduce user effort and resolve issues instantly, right inside your application. The result? Better experiences, greater retention, and less load on your internal teams. When you hire Horatio’s in-app customer support services, you unlock:
Faster resolutions, lower response time
No channel-switching. No waiting. Just fast answers, handled by associates trained in your industry.
Improved retention and engagement
By keeping users supported in real time, we've helped partners achieve 96% CSAT
Reduced customer effort
We remove the friction that drives churn. Everything from help to feedback happens inside your app.
Operational focus
With Horatio handling in-app support, your team can focus on innovation and core business activities.
Insightful metrics and growth tracking
Track resolution times, satisfaction scores, and usage patterns, so you’re always improving.
Always-on access to expert support
Our teams are available 24/7, ensuring your users always have someone to turn to, without leaving your app.
Faster resolutions, lower response time
No channel-switching. No waiting. Just fast answers, handled by associates trained in your industry.
Improved retention and engagement
By keeping users supported in real time, we've helped partners achieve 96% CSAT
Reduced customer effort
We remove the friction that drives churn. Everything from help to feedback happens inside your app.
Operational focus
With Horatio handling in-app support, your team can focus on innovation and core business activities.
Insightful metrics and growth tracking
Track resolution times, satisfaction scores, and usage patterns, so you’re always improving.
The people behind your platform’s success
We help your company build a support team who understands every need, ensuring both your business and customers are satisfied. What is our main differentiator? Our people-first approach that enhances stable and scalable operations across every time zone.
01
Culture of care
Our agents benefit from thoughtful wellness programs, professional support, and task rotation, this way we ensure they can consistently provide great assistance without burnout.
02
In-app-ready training
All our agents are trained in your industry and customer-specific needs before launch.
03
Low attrition and increased trust
With an annual attrition under 2%, your customers will get expert help from professionals who know your app inside and out.
04
Nearshore excellence
Meet your team in person in the Dominican Republic or Colombia, places where we focus on empathic, analytical, and technical skills.
Hear it from our clients
Loved by our trusted partners’ apps
“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
In-app support outsourcing for every industry
Horatio’s in app customer support services are designed to satisfy your unique needs. That’s why our experienced agents are trained in your specific workflows and customer expectations, ensuring high-quality support on your app. Here are just some of the industries we proudly serve through our In-app support services:
Retail & E-commerce
Upgrade your store support →For store owners
Online shoppers expect fast and helpful responses without having to leave your app. With our in app customer support, you will reduce cart abandonment and boost conversions, all while building loyalty, right where your customers are browsing and buying.
Financial Services
Secure your operations today →For financial institutions
From failed transactions to account questions, financial customers need clear answers… and they expect them fast. Our in-app customer support BPO services help you meet those expectations with real-time, secure support that earns trust at scale.
EdTech
Power up your learning platform →For education providers
Students and educators rely on seamless access and account functionality. Our in app customer support handles everything from login issues to course navigation, delivering responsive and friendly help within your platform.
Healthcare & HealthTech
Strengthen your patient support →For healthcare teams
Patients and providers demand secure and empathetic support. With Horatio’s in-app customer support BPO, your healthcare organization delivers the assistance they need with the urgency and care your users expect.
SAAS
Scale your software support →For software companies
When users hit a wall, be it a billing glitch or a feature bug, they want help at the moment. Our in-app customer support teams are trained to respond quickly and accurately inside your product, so users stay engaged and satisfied.
Technology
Streamline your tech workflows →For tech innovators
Scaling fast? We’ve got you covered. Our in-app customer support BPO solutions let tech brands grow without sacrificing quality, delivering expert-level support on everything from integrations to feature feedback.
Travel & Hospitality
Enrich your guest experience →For experience providers
Guests want answers on-the-go, whether it’s booking help or itinerary changes. Horatio provides in-app support tailored for travel and hospitality brands, so you can meet your guests wherever they are.
Video Games
Level up your player support →For game studios
Gamers don’t wait. From purchase issues to bugs, our in app customer support keeps your players in the game with fast, knowledgeable assistance that strengthens retention and keeps the experience seamless.
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.
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 In-App Customer Support.
Let’s Elevate Your In-App Support Experience
Whether you're growing your platform, rolling out new features, or entering new markets, Horatio’s in-app customer support BPO ensures your users get fast and reliable help, right inside your app. We align with your systems and brand voice to deliver in app customer support that feels seamless & personal, built to keep users coming back.