SMS customer service that drives results!
Horatio’s SMS customer support combines trained associates with smart technology to help you connect with customers in real time, drive conversions, and deliver a premium brand experience.
At Horatio, we offer scalable SMS customer service solutions powered by trained support associates and smart technology that allows automation, so you can reach more customers and create real-time connections that drive conversions.
90%
CSAT Score
2 Hours
Average First-Response Time (Email)
15%
Chat Conversion Rate
Advanced SMS customer support, built for performance
From inbound support to outbound promotions, Horatio’s SMS services help you engage customers with fast, precise communication that drives results.
Mass messaging at scale
Send personalized texts to segmented customer lists that go from high-intent users to previously inactive buyers.
Built to integrate with your customer support ecosystem
Our teams integrate effortlessly with your systems to deliver a frictionless support experience.
Outsourced SMS support that drives campaign ROI
Faster sales engagement
Respond instantly to your customers who are expressing interest in your offers. Our services are especially critical during time-sensitive campaigns.
Higher campaign ROI
Convert curiosity into conversions with interactive, trackable SMS customer service. A smart move that will boost performance across every initiative.
Expanded reach
Reach segments that don’t engage via email or social media, including inactive users who respond better to text message customer support.
Improved personalization at scale
Tailor each conversation using CRM data and past purchases. Let us help you in creating customer journeys that feel human, not templated.
Operational efficiency and insight
Track SMS-specific KPIs, including First Response Time (FRT) and engagement rates. Let us help you reach your goals and go beyond your expectations, like we helped one partner who saw a 10% decrease in FRT using our Gorgias-integrated setup.
Cost-efficient solution
Compared to traditional methods, SMS customer service offers a more cost-effective solution, helping your business reduce operational expenses.
The people behind your company’s success
We build SMS customer service teams who understand each one of your needs. Our people-first approach fuels stable, scalable operations across every time zone, helping you drive more results.
Culture of care
Our agents benefit from wellness programs, learning support, and task rotation, so they can provide thoughtful support without burnout.
SMS-ready training
All agents undergo training in specific tools, accessibility, and SMS workflows before launch. We ensure your team will be prepared to face every potential situation.
Low turnover, high trust
With annual attrition under 2%, your customers will get consistent help from
Nearshore excellence
Meet your team in person in the Dominican Republic or Colombia, where we hire for empathy, intelligence, tech fluency, and problem-solving skills.
Loved by game-changing companies
“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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SMS customer support for every industry
Our talented SMS support agents are trained in your specific industry to ensure a tailored assistance that goes beyond your expectations. These are some of the industries we proudly serve:
For store owners
Retail and Ecommerce companies need to be present on every channel for their customers, and SMS is no exception. Let us help you create an expert team to enhance your customer satisfaction.
For financial institutions
Banking companies need to be constantly evolving for their customers, which includes being present on their preferred channels. Horatio helps you build a team that will adapt to your customers’ needs.
For education providers
Let your educators and students know about any recent updates, new features, or share new trends via text. We can help you create a team that will serve your customers whenever they need it.
For healthcare teams
It is imperative that your healthcare business offers different channels to reach out to your support team. SMS support ensures your patients and medical experts will receive help where they need.
For software companies
Help your software users stay up-to-date via text customer support. We can help you create a team that will assist your users every time they need.
For tech innovators
Technology means up-to-date, and your customers expect your company to evolve as their needs change. Being present on their preferred channel is a great way to show you care for them.
For experience providers
Help your customers with thoughtful tips, updates, and reminders about their travel. SMS support is a great way to be present for your customers. Let us help you build a team.
For game studios
Your players want to have a great experience playing, and customer support is part of that. We can create a team that will support your players on their preferred channel.
Phone support that scales through people, process, and care
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.
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.
