SMS customer service that drives results
Exceptional customer experience doesn’t come only from choosing between people and technology, but from blending both with purpose. 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.
Whether it’s a flash sale or proactive update, our text customer support helps you meet your customers where they are, on their phones. All while your outsourced team delivers the premium experience your brand is known for.
Trusted by the great companies shaping the future
Advanced SMS customer support, built for performance
Horatio’s SMS customer service offering is designed to amplify your company’s success, and increase your customer engagement with precision. Whether you're handling inbound support or outbound promotions, our solutions keep your communications instant.
What you’ll get when you hire Horatio’s SMS support services:
Mass messaging at scale
Send personalized texts to segmented customer lists that go from high-intent users to previously inactive buyers.
We know your tech stack
Our teams integrate effortlessly with your systems to deliver a frictionless support experience.
We know your tech stack
Our teams integrate effortlessly with your systems to deliver a frictionless support experience.
Outsourced SMS support that drives campaign ROI
Text messaging isn't just a communication tool, if you use it correctly, it’s a competitive advantage that will help your company stand out. Horatio’s text customer support services are purpose-built to solve modern business challenges with faster engagement and broader reach, made to drive more conversions.
When you hire Horatio’s services, you unlock:
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.
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 professionals who know your company inside and out.
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.
Continuous skill development
Ongoing training programs and upskilling initiatives keep our teams sharp, adaptive, and aligned with evolving client needs.
Hear it from our clients
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.”
“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.”
“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.”
“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.”
“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.”
“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.”
“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.”
“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.”
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.
Frequently Asked Questions
Let’s elevate your customer experience, one message at a time
Whether you're scaling fast, launching a time-sensitive campaign, or expanding into new markets, Horatio helps you deliver brand-aligned SMS customer service that keeps your audience engaged and coming back.