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Retail & Ecommerce CX Services

Premier outsourcing for modern commerce

Standing out in retail and ecommerce requires more than great products. It demands excellence and adaptability at every touchpoint.

Build Your Support Team

We ensure your brand pushes boundaries with cutting-edge technology, world-class talent, and innovative strategies designed to help you elevate every interaction and empower every experience.

+22% Customer lifetime value (LTV)

Measurable increase in long-term customer loyalty achieved by transforming routine interactions into strategic revenue drivers through advanced Ecommerce customer support.

-18% Cart abandonment reduction

Significant decrease in lost sales through proactive intervention during the checkout process, a hallmark of premium outsourced customer service ecommerce.

-10% Cost-to-serve optimization

Operational cost reduction realized via intelligent AI automation, strategic ticket routing, and highly calibrated Ecommerce customer service outsourcing.

Bespoke ecommerce + retail outsourcing solutions

Your success is our mission. That’s why we offer end-to-end ecommerce solutions designed to delight your customers and support your growth.

Customer Support (Pre- & Post-Sales)

Customer Support (Pre- & Post-Sales)

From product questions to returns, we ensure every interaction adds value.

Meet Horatio’s hybrid AI model

Modern online retail requires an AI-augmented infrastructure that supports human agents to improve the customer experience. Advanced artificial intelligence systems efficiently handle routine inquiries, such as "Where is my order?" (WISMO) requests and automated ticket summaries. This technological integration allows specialized agents executing Ecommerce customer support to concentrate entirely on high-value, empathy-driven resolutions.
The specialized human intervention serves as the critical human expertise that enhances digital transactions. This review layer prevents AI fraud and hallucinations to effectively eliminate false-positive friction. Horatio does not merely hand over a conceptual strategy deck; the team builds the operational roadmap and directly provides the specialized talent required to execute your Ecommerce tasks at scale.
Speak with one voice

Speak with one voice

We immerse ourselves in your brand’s voice, culture, and values to ensure that every customer interaction feels authentically you.

Deep integrations for outsourced customer service in Ecommerce

Deep integrations for outsourced customer service in Ecommerce

To effectively manage outsourced customer service Ecommerce demands, integrations with Shopify, Magento, WooCommerce, BigCommerce, and even custom-built solutions are utilized to provide predictive context for every interaction.

Modern consumers expect instant communication; to provide it, you must offer an omnichannel strategy. Dedicated operators engage customers directly through Live Chat, Social Media, Email, Phone, etc, to support everyone’s preferred channels. Organizations that choose to outsource ecommerce customer service achieve a frictionless customer journey across every digital touchpoint without fragmenting internal corporate resources.

Scale without stress

Scale without stress

Scale effortlessly during peak shopping days seasons, flash sales, and product launches with Horatio’s tailored solutions. Our agile model means you’ll never miss a beat during high traffic periods.

Deliver consistency at every touchpoint

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.

Make every decision smarter

Make every decision smarter

We track key metrics (CSAT, NPS, AHT, FRT, resolution time) in real time, using performance dashboards and feedback loops to refine and elevate your CX strategy.

Protect what matters most

Protect what matters most

All support operations are conducted within secure workspaces, compliant with data protection standards and designed to uphold consumer trust.

Empowering the people behind your brand.

Every ticket, every task, every decision- your customers don’t just interact with your product. They experience your people. That’s why we’ve built Horatio around an environment where our teams become true extensions of your team, delivering nothing short of excellence.

01

Wellness, onsite

Emotional and mental clarity drive better results. Our in-house wellness program gives team members free, confidential access to licensed therapists and psychologists. No waiting, no referrals, just real support when they need it most.

Wellness, onsite
02

Dynamic roles to avoid burnout

Work spans empathy, speed, analysis, and decision-making. We keep things fresh through intentional role rotation, across CX, trust and safety, compliance, back office, QA, and tech support, and much more, so agents stay mentally sharp and engaged, not overwhelmed.

Dynamic roles to avoid burnout
03

Environments that promote focus

Great support starts with great surroundings. We’ve designed our workspaces for deep concentration and steady energy. With quiet zones for focused work, ergonomic stations for comfort, and wellness rooms for decompression between shifts.

Environments that promote focus
04

Experience that compounds over time

Our 2% turnover rate isn’t just a number. It’s your competitive edge. With long-term team retention, we build agents who don’t just learn your systems, they live your brand voice and evolve with your goals.

Experience that compounds over time
05

See it for yourself

We believe in true operational transparency. Visit our delivery centers in the Dominican Republic or Colombia to meet your team in person, walk the floors, and experience the culture behind the screens.

See it for yourself
06

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.

Continuous skill development
Hear it from our clients

What our 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 ecommerce brands

See how Horatio has helped fast-growing ecommerce companies enhance customer satisfaction, improve operational performance, and thrive during high-volume retail events.

Quality assurance strategies & customer experience trends

Stay ahead of the curve with expert insights on QA best practices, emerging CX trends, and performance metrics that scale with your business.

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.

Horatio

Exceed every customer expectation.

Your success is our mission. Contact us today to discover how we can help you build communities that last.

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