Premier outsourcing for modern commerce
Standing out in retail and ecommerce requires more than great products. It demands excellence and adaptability at every touchpoint.
That’s why 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.
Trusted by the world’s leading retail + ecommerce companies
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)
From product questions to returns, we ensure every interaction adds value.
Meet Horatio, where digital innovation meets human-centric support
Horatio empowers brands to adapt and thrive. Our retail and ecommerce specialists integrate seamlessly with your team to improve performance, lower costs, and elevate your customer journey.
Be everywhere your customers are without spreading your team too thin.
Speak with one voice.
We immerse ourselves in your brand’s voice, culture, and values to ensure that every customer interaction feels authentically you.
Be everywhere your customers are.
Your customers expect support on their terms, wherever they are. Whether it’s chat, phone, email, social media, or in-app messaging, we ensure your customers get seamless, connected experiences.
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.
Experience consistent results with 98% QA scores that drives brand loyalty and growth with our structured reviews, calibrated feedback, and integrated performance monitoring.
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.
All support operations are conducted within secure workspaces, compliant with data protection standards and designed to uphold consumer trust.
Speak with one voice.
We immerse ourselves in your brand’s voice, culture, and values to ensure that every customer interaction feels authentically you.
Be everywhere your customers are.
Your customers expect support on their terms, wherever they are. Whether it’s chat, phone, email, social media, or in-app messaging, we ensure your customers get seamless, connected experiences.
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.
Experience consistent results with 98% QA scores that drives brand loyalty and growth with our structured reviews, calibrated feedback, and integrated performance monitoring.
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.
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.
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...
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,...
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...
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...
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...
Customer Stories
What our clients say
“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.”
Why fast-growing ecommerce brands are choosing Horatio
Our teams go above and beyond to deliver results that actually impact your brand.
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.
Oct 02 2024
Streamlining Customer Support During Peak Season
How Horatio Supported a Leading E-Commerce Aggregator During BFCM
Sep 12 2024
Enhancing Customer Experience During BFCM
How Horatio Supported a Leading Apparel E-Commerce Brand
Frequently Asked Questions
Exceed every customer expectation.
Your success is our mission. Contact us today to discover how we can help you build communities that last.