#USA #New York #Customer Experience #Zendesk #Horatio

Horatio Partners with Zendesk to Enhance Customer Experience

In a groundbreaking announcement, Horatio, a company redefining outsourcing by focusing on human-centered customer service, has declared its strategic partnership with Zendesk, a global leader in customer experience software. This collaboration marks a significant milestone, as Horatio receives the prestigious designation of Premier Zendesk Partner, the highest accolade in Zendesk’s Partner Program.

The Aim of the Partnership

The primary goal of this alliance is to create a scalable, human-centric support model that combines Horatio's innovative outsourcing capabilities with Zendesk's advanced customer experience (CX) solutions. By integrating these strengths, the partnership is set to cater effectively to e-commerce, fintech, and healthcare brands, providing them with the tools needed to deliver exceptional customer experiences.

Horatio's clients will now have priority access to Zendesk's latest CX innovations, ensuring they can leverage state-of-the-art tools to enhance service quality. Moreover, the partnership offers co-marketing opportunities and improved technical support to facilitate a seamless experience across multiple channels.

Significant Results from the Collaboration

One of Horatio's rapidly growing e-commerce clients experienced remarkable results after implementing this combined support model. The average first response time for customer inquiries was reduced by over fifty percent, while customer satisfaction scores increased by twenty percent. Such improvements highlight the effectiveness of Horatio's model when paired with Zendesk's technology, proving that the union can significantly boost operational efficiency.

Quotes from Leadership

Jose Herrera, Co-Founder and CEO of Horatio, shared his enthusiasm regarding the partnership, stating, “Zendesk is the backbone of modern customer service operations. By aligning our human-led services with Zendesk's cutting-edge platform, we're enabling brands to scale without sacrificing the personal touch that distinguishes great support.”

The Advantages of the Premier Partnership

As a Premier Partner, Horatio benefits from direct access to Zendesk’s partner management, priority training, and co-innovation programs, enabling them to continuously refine their service offerings. This arrangement promises to enhance the efficiency and empathy of customer interactions. Horatio's agents can prioritize high-value interactions while routine customer queries are automated and tracked through real-time dashboards, ensuring that the level of service remains high.

Consistency and Adaptability

The partnership's multi-language support and adaptability to various time zones mean that Horatio's clients can manage peak volumes effectively, maintaining service quality regardless of demand fluctuations. This capability is essential for brands facing increased customer inquiries, especially in dynamic markets like e-commerce and healthcare.

About Horatio

Founded in 2018 by Columbia Business School graduates, Horatio is dedicated to providing top-notch customer service and business process optimization solutions. With a diverse clientele that includes some of the fastest-growing companies in healthtech and fintech, Horatio is rapidly expanding its operations. The company has lately enhanced its New York headquarters and opened offices in the Dominican Republic and Colombia, solidifying its commitment to serving both U.S. and Latin American markets.

Looking Ahead

Horatio is ranked #18 on the list of the Fastest-Growing Private Companies in the Northeast by Inc. Magazine and holds a top spot in its sector on Mercado Media Network's list of Best Places to Work. This new partnership with Zendesk is expected to further solidify its position in the market, driving innovation and excellence in customer service.

Zendesk’s Role in the Partnership

Established as a significant player in the realm of customer experience, Zendesk provides companies with tools to ensure smooth, personalized interactions at every customer touchpoint. Its unified platform gathers customer information across channels, automates repetitive tasks, and delivers actionable insights that empower businesses to provide better support.

This collaboration heralds a new era for customer service, where technology and human empathy work hand in hand to elevate the customer experience to unprecedented levels.