Horatio Announces Strategic Collaboration with Zendesk to Elevate Scalable, Human-Centered Customer Experiences

Horatio, a next-gen customer experience (CX) solutions provider, is changing outsourcing. It recently became a Premier Zendesk Partner. This is the top level in the Zendesk Partner Program. This is a partnership with Zendesk, a leader in customer experience software. Together, they empower fast-growing e-commerce, fintech, and healthcare brands. Their goal is to build a support system. This system will blend human empathy with smart automation and continuous innovation.

As a Premier Partner, Horatio is part of a select group of top organizations. They are recognized for their skill in using Zendesk technologies. This includes strong technical certifications and a clear ability to drive business results. With this partnership, Horatio customers can access Zendesk’s latest CX advancements early. They also benefit from expanded co-marketing opportunities and improved technical support. This ensures their support operations use world-class tools and frameworks.

Early results highlight the strength of this combined approach. One of Horatio’s rapidly expanding e-commerce clients reduced average first response time by over fifty percent and increased customer satisfaction (CSAT) by twenty percent after implementing the integrated support model.

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“Zendesk is the backbone of modern customer service operations,” said Jose Herrera, Horatio Co-Founder and CEO. “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.”

Why This Matters

• Premier Partnership Advantage: Horatio now benefits from direct access to Zendesk’s partner ecosystem, including priority enablement, co-innovation programs, and advanced training.
• Scalable, Unified Support: The collaboration combines Horatio’s multilingual support agents with Zendesk’s AI automation, analytics, and smart workflow routing.
• Efficiency + Empathy: With routine tasks automated and tracked through real-time dashboards, agents can devote more time to meaningful, high-value customer interactions.
• Consistent Quality at Any Volume: Leveraging Zendesk’s global infrastructure and Horatio’s distributed support teams, brands can seamlessly manage peak demand across languages and time zones without compromising service quality.