Enhancing Service and Operational Efficiency
How Horatio’s BPO Expertise Drives Yotpo’s Success
Jul 22 2025
About
As companies scale, maintaining exceptional customer service while reducing operational costs becomes increasingly complex. Yotpo, a leading retention marketing platform, faced the dual challenge of lowering expenses and retaining high-performing Customer Service Managers (CSMs) without compromising on service quality.
Scaling Support Sustainably
Operating an in-house customer service team at scale presents multiple challenges that can impact growth and efficiency. Yotpo aimed to address key pain points:
- Operational Costs: Reducing the financial burden of growing internal support teams while continuing to improve service quality.
- Long-Term CSM Retention: Hiring and retaining experienced CSMs capable of driving consistent performance.
- Service Consistency: Maintaining the same high-level service across all interactions, regardless of the changes in staffing structure.
Without a reliable outsourcing solution, these challenges could lead to increased costs, higher turnover rates, and potential service disruptions.
A Strategic Partnership with Horatio
By outsourcing to Horatio, Yotpo implemented a scalable, cost-effective solution that improved service quality and operational efficiency. Horatio’s team worked closely with Yotpo to deliver the following:
1. Operational Optimization & Cost Savings
- Transitioned the Reviews/UGC support team to Horatio, significantly lowering labor and infrastructure costs.
- Enabled scalable growth without the overhead of expanding internal departments.
2. CSM Retention & Service Quality
- Horatio’s focus on employee engagement, training, and career growth ensured strong retention and consistent service delivery.
- Dedicated CSMs delivered exceptional support, aligned with Yotpo’s brand values and performance benchmarks.
3. Expansion to Additional Lines of Business
- Due to the success of the Reviews/UGC team, Yotpo expanded its partnership to four additional business lines.
- Horatio seamlessly integrated into new departments while maintaining service consistency and operational excellence.
4. Improved Customer Service and Retention Metrics
- Improved response times, customer satisfaction scores, and retention rates.
- Ongoing coaching and performance monitoring ensured alignment with KPIs and CX best practices.
Through continuous training, support, and adherence to best practices, Horatio ensured that every customer interaction upheld Yotpo's brand values and service standards.
Measurable impact in no time
Since partnering with Horatio, Yotpo has experienced notable improvements, including:
After partnering with Horatio
Partnering with Horatio helped Yotpo cut costs, scale support, and boost customer satisfaction. The collaboration drives long-term growth in the reviews and UGC space.
