How Horatio helped a healthcare business scale their human touch

As the healthcare business expanded from one product to a multi-category brand, its internal support systems reached a breaking point. Handling health inquiries requires speed and sensitivity, which is hard to maintain during rapid growth. Before partnering with Horatio, they faced:

• Lagging response times: First Response Times (FRT) averaged 19 hours, and total Resolution Times (RT) reached 40 hours.
• Scaling growing pains: A surge in ticket volume made it hard for the in-house team to keep pace.
• Fragmented feedback: The team lacked a central way to manage reviews across SMS, social media, and the website.
• Operational bottlenecks: Manual management of chargebacks and Amazon escalations diverted focus from growth.
• Subscription churn: Customers canceling subscriptions due to cost, excess product, or doubts about product efficacy.

Horatio’s BPO Expertise

Horatio stepped in as a strategic partner to optimize our partner’s customer experience and protect revenue.

Horatio’s core contributions:

• Full-spectrum management: Took over high-volume inquiries across email, chat, and social platforms to ensure 24/7 responsiveness.
• Revenue & retention protection: Pitched 12 new retention initiatives and managed an end-to-end trial for "Variant A." This strategy intercepts cancellation requests by offering tailored choices like discounts on the next three orders, skipping a cycle, or pausing the subscription.
• Omnichannel reputation: Handled customer reviews across SMS, social media, and the web to successfully turn feedback into brand loyalty.
• Marketplace & knowledge support: Managed complex Amazon escalations and maintained the team’s Notion knowledge base to keep product information accurate.
• Quality & coaching: Conducted live performance monitoring and weekly QA calibrations to keep support quality high.

By leveraging Horatio’s high-touch approach, the healthcare company turned its customer support department into a driver of satisfaction and retention.

Core CX Metrics

Based on these results, the company gave full approval to scale the Variant A strategy to 100% of the support team. Horatio is now prepping to test the remaining retention strategies from the original pitch.

Their satisfaction is not only seen in the results but in the experience they had with us:

"I cannot begin to tell you how blessed we are to work with the entire team. We deeply thank each one of our Horatio agents for keeping our customers happy." 

— CEO 

"We really appreciate Horatio and our long-standing partnership! Please pass our appreciation to your executive team." 

— COO 

Retention results

This story shows how brands can scale rapidly without losing their human touch. By offloading multi-channel support, technical escalations, and proactive retention trials to Horatio, the business focused on what they do best: innovating in women’s health. Together, Horatio and the healthcare company continue to set the standard for modern D2C excellence. 

Together, we’ve proven that you don’t have to sacrifice the human touch to achieve massive global scale. From managing case escalations to maintaining a near-perfect CSAT, our partnership continues to set the gold standard for modern D2C excellence.