Every company receives a steady stream of questions throughout their customer journey, and many of them get asked again and again. Too often, businesses leave these recurring questions unanswered in a structured way, forcing customers to repeat themselves and agents to handle the same queries over and over.

The best companies take a smarter approach. They automate answers on social media or live chat, include a FAQ section on their website, or have self-service options where customers can support themselves.

For us, the goal is to do both: create dedicated FAQ sections on each of our service and industry pages, and publish a regularly updated blog post covering the most common questions we hear.

This post is it: our first blog covering all your frequently asked questions. Below, you’ll find clear answers to the questions we receive most often, so you can spend less time searching and more time getting the support you need.

How quickly can I launch my team with Horatio?

We love to have teams ready as fast as we can, but as much as we value quick solutions, we can’t give you quality teams if we focus only on speed. We take our time to hire your team members, this way our hiring process is built for a rather fast yet high-quality onboarding once we select the talent. 
We may not provide specific dates, because it depends on your program's complexity. But we try to have your team fully operational in as little as 2-4 weeks. But how do we ensure quality hiring with this span? Here's how we do it:

• Hiring process: We recruit highly skilled professionals with CX expertise who match perfectly with your brand's needs, just in time for your desired launch date.
• Training time: Our customized training programs ensure agents are well-versed in your brand's voice, policies, and technology.
• Go-live: After training, your team is ready to deliver premium customer support, with performance tracked in real time for full transparency.

What services does Horatio offer?

While we offer a wide range of services, we often get asked about our specific solutions, those are:

1. Customer Support. Horatio provides end-to-end, omnichannel customer support (phone, chat, email, in-app, SMS) integrated smoothly with your tech stack, with a 98% QA score and low annual staff turnover (around 2%), positioning us as a strategic and stable partner for your business growth. 
2. Back-Office Support. Our back-office teams function as seamless extensions of your business, handling tasks like data entry, order processing, billing, AP/AR, payroll, and document workflows with precision and real-time visibility into performance.
3. Trust & Safety. The Trust & Safety services we offer, deliver human-first, policy-aligned moderation and behavioral monitoring, including community management, content moderation, escalation workflows, appeals review and incident response, backed by SOC 2, PCI DSS, and HIPAA compliance, low turnover, and real-time reporting. 
4. Compliance & Fraud. Our Compliance & Fraud teams specialize in fraud detection, KYC verification, chargeback handling, and regulatory support, equipped with QA processes and Tier 1-3 technical support to protect operations, maintain compliance, and reduce risk.
5. Quality Assurance. We embed rigorous QA into your operations through structured feedback loops, multi-layered audits, calibration protocols, and stable teams (annual attrition ~2 %) to ensure consistency, accuracy, compliance, and continuous improvement across customer touchpoints. 
6. Tech Support. At Horatio, we offer scalable Tier 1 and Tier 2 technical support, tightly integrated with your systems to resolve issues quickly and reliably, which enhances customer retention and brand trust.
7. CX Consulting. Horatio blends strategic consulting with real-world execution, offering CX visioning, journey mapping, org design, omnichannel strategy, AI enablement, workforce and CRM optimization while helping you build transformation roadmaps and operationalize them. 
8. AI Implementation. By implementing “agentic AI” solutions, we offer smart automation balanced with human oversight, covering AI strategy, LLM/chatbot tuning, prompt design, knowledge base optimization, dashboarding, performance monitoring, and AI-human workflow orchestration, all tailored to your brand and operations.
9. Zendesk Implementation. As certified Zendesk partners, we handle full setup or revamp of Support, Chat, Guide, and Explore, plus workflow automation, help-center configuration, integrations, agent training, quality programs, fraud/compliance workflows, and ongoing optimization to make Zendesk work intuitively and efficiently.

Why should I outsource instead of hiring in-house?

You have 2 options when it comes to hiring team members, you can either hire people to be part of your in-house team or you can outsource.

But you need to know that building and maintaining an in-house support team requires significant investment in recruitment, training, salaries, benefits, and ongoing management, driving up overhead and demanding continuous resource allocation. 

While outsourcing offers a flexible, cost-effective alternative that reduces these burdens while giving you access to specialized talent and scalable support. 

By partnering with Horatio, companies can stay focused on growth and core business priorities, while we handle the operational complexities with efficiency and quality. We created a blog post that covers this more in-depth.

Who will manage my service team at Horatio?

We understand that you want to make sure there is the right amount of people in your team and that you will have a dedicated point of contact with us. That is why every client has a dedicated Client Services Manager (CSM) who oversees daily operations and acts as your primary point of contact. You'll also have:

• Director of Client Services - Secondary point of contact for high-level operational guidance.
• Customer Success Manager - Third-level support to ensure long-term strategic alignment and client satisfaction.

Our structured team approach ensures that clients always have direct access to experienced professionals who can resolve concerns, optimize workflows, and provide proactive recommendations.

What channels do you support?

We provide fully integrated and consistent omnichannel support, the channels that we serve include:

1. Live chat
2. Email
3. Phone (inbound and outbound)
4. SMS
5. Social media (e.g., Facebook, Instagram, Twitter, TikTok)
6. In-app messaging and review platforms

We ensure a consistent customer experience across every touchpoint. So, it doesn’t matter the amount of channels you need for your support team, we can offer the same level of quality on each one. Whether you want to have one, a few, or all of them, we will always make sure your customers receive the experience they expect.

How big is Horatio?

Horatio is rapidly growing, and we have been recognized for our commitment to excellence in customer experience outsourcing. With a team of around 3,000 skilled professionals, we provide top-tier solutions to some of the world's leading brands. Our continuous expansion reflects our dedication to innovation, operational efficiency, and delivering exceptional service that drives business success.

Who are some of your clients?

We are proud to partner with leading brands across multiple industries, delivering exceptional solutions tailored to their needs. Some of our clients include:

• Lavazza
• Reef
• Hydrow
• Candivore
• Zola
• Bark
• Bilt Rewards
  Our clients trust us to deliver customer experiences that build loyalty, increase retention, and protect their brand reputation. While these are not all of our clients, these are some of the few that decided to trust us with their outsourcing needs. If you want to learn why our customers trust us, then you can go ahead and read our success stories.

What tools and platforms do you integrate with?

Our teams are trained to integrate with the tools you already use, including:

• CRMs like Salesforce, HubSpot, and Zendesk
• eCommerce platforms like Shopify and Magento
• Financial tools like QuickBooks and NetSuite
• Workflow systems like Airtable, Notion, and Asana

We quickly adapt to your tech stack to ensure seamless integration. So, it doesn’t matter if you are currently using this or other tools, we make sure our teams are trained on them so they can adapt to your workflows.

How long does Zendesk implementation take?

Zendesk implementation usually takes up to 3-6 weeks, depending on your complexity and team size, but we aim to launch it within that timeframe to maintain our speed and quality commitment. But if you are in a hurry, we also have options for you, we offer phased launches and fast-start setups when speed is essential.

Which industries do you serve?

At Horatio we proudly offer our diverse outsourcing solutions to companies that are in need. We personalize our offerings based on each individual needs, adapting to your industry. We understand that every company is different and that you need to satisfy your customers accordingly. That’s why we serve the following industries: 

1. Ecommerce. From pre- and post-sales customer support to order, inventory, and product listing management, Horatio helps e-commerce brands deliver seamless experiences with 98% QA and omnichannel consistency. Our teams integrate deeply with brand voice and systems to elevate every customer interaction.
2. Fintech. Horatio supports fintech, crypto, lending, and payments platforms with fraud monitoring, KYC/identity verification, chargeback handling, and compliance-ready omnichannel support, all backed by real-time dashboards and operation in SOC-2, PCI-DSS, and HIPAA standards. Our nearshore teams ensure efficient service with annual attrition under 2%.
3. Edtech. We deliver 24/7 multilingual learner and instructor support, LMS/ platform troubleshooting, enrollment assistance, curriculum QA, and community moderation, blending educational fluency with CX best practices. Our real-time insight loops, a hybrid AI-human model, and 98% QA scores ensure both satisfaction and quality.
4. Healthcare. Focused on providers, payers, and digital care platforms, we offer empathetic omnichannel member and patient support, from appointment scheduling to claims processing, RCM, prior-auth, eligibility checks, and compliant QA workflows. All delivered through HIPAA-aligned operations with secure CRM/EHR integration and low-turnover nearshore teams.
5. SaaS. Horatio empowers SaaS companies with tailored user support, onboarding and success management, billing/subscriptions, incident escalation, and community engagement, operated by high-performance teams fully embedded in client tech stacks. Our agile model supports global scalability, deep integration, 98% QA, and compliance with SOC 2, HIPAA, and GDPR standards.
6. Tech companies. We partner with tech brands, SaaS, infrastructure, apps, providing agile, customer-focused technical and customer support, onboarding, billing, incident management, and community moderation. We offer scalable, insight-driven, and compliant omnichannel support, driving both retention and experience excellence.
7. Hospitality. Hire Horatio services to deliver multichannel guest support across booking, check-in, trip management, reservation billing, crisis incidents, and reputation management, all designed to be personalized and seamlessly branded. We excel especially during peak seasons, backed by 98% QA, KPI monitoring, and enterprise-grade compliance.
8. Gaming. Specializing in immersive player support, we offer pre- and post-launch assistance, billing/account support, content/storefront management, release issue management, and player insights for monetization, all tailored to your game’s identity and culture. With omnichannel responsiveness (including Discord and in-game chat), real-time KPIs, and high QA, we help gaming studios boost retention and player loyalty.

How do you measure your services’ success?

At Horatio we make sure that your goals and our efforts align, so you have a successful outsourcing strategy. We align with your KPIs and track these and other metrics:

1. First Response Time (FRT)
2. Resolution Time
3. Tier 1 Resolution Rate
4. Escalation Accuracy
5. CSAT and NPS
6. QA Scores

We also surface common issues, bugs, and friction points to help inform your product roadmap. Our main goal is to see your business thrive, so we love discovering insights and sharing areas of improvement so we can work together on achieving your objectives.

Do you offer multilingual services?

Yes, our offerings are multilingual, we can hire services for up to 10 different languages. We are always looking for new challenges and to hire new people, which is why we adapt to your needs and put our efforts into it.

How does your pricing structure work?

There are several factors that can drive your cost up or down. Some of them can be the following:

1. Type of service - Customer support, IT, back-office, QA, Content moderation, etc. They all have different pricing models.
2. Level of service - Premium support with specialized or complex work, tight SLAs and 24/7 coverage costs more.
3. Setup and onboarding - Think software integration, documentation, and initial training time.

At Horatio, we focus on transparent pricing and scalable solutions. We help companies save big without compromising on quality or control. So while the cost of outsourcing depends on your specific needs, it often ends up being a smarter, more cost-effective path for growing businesses.

You are safe with us, we won’t add any extra costs without your approval, if anything shows up that may affect your current pricing fee, we will let you know. 

What results can we expect from hiring Horatio’s service?

We know that when you are looking for outsourcing solutions, you want to achieve specific results, that’s why we want to share the results some of our customers have obtained:

1. Reduced First Response Times by 50%
2. Fast scalable solutions that won’t increase your internal headcount.
3. 30% cost savings with content moderation outsourcing.
4. 60% improvement in operational efficiency.
5. 35% improvement in hospitality satisfaction.
6. Increased platform adoption by 70% in edtech.
7. Decreased resolution times by 60%.
8. Increased campaign launch speed by 25%.
9. 75% decreased ticket volume.
10. Bug resolution speed increased by 40%.

How do you ensure your services stay compliant?

At Horatio, we’re SOC 2 Type II, HIPAA, and PCI DSS compliant, and all sensitive workflows are handled in restricted-access zones within our offices. Our teams receive global data privacy regulations training (including GDPR, CCPA, and AML/FinCEN protocols), and we integrate directly with your secure environments.

What’s included in the AI implementation service?

Our AI implementation services include everything from strategy and roadmap planning to system configuration, training data structuring, knowledge base cleanup, prompt tuning, and QA. While at the same time we also provide dashboards to track performance, usage, and ROl, making sure you are up-to-date.

What if our company doesn’t have internal AI expertise?

Well, that's exactly where we come in. Our team bridges the gap between your customer experience goals and the technical knowledge required to achieve them. We handle the heavy lifting, from strategy and tool selection to implementation and training, so your internal teams can focus on what they do best. So, to make it short, no prior Al experience is needed for you to hire our services.

How does training work at Horatio?

We ensure most teams are trained and ready within 2 to 4 weeks, depending on process complexity and tool familiarity. We try to leverage great training and resources with experience, to make sure your team members are ready to face any challenge. They’ll receive tailored training according to your needs.