# Horatio vs wrrk

We're wrrk, and we wrote this page. Every fact about Horatio links to its source and the date we checked it, and there's a section on where Horatio beats us.

Last checked November 12, 2026.

## The short answer

- **Horatio is best for** mid-market and enterprise brands that want a large nearshore team on 24/7 coverage, often across support, back office and trust and safety.
- **wrrk is best for** e-commerce brands that want someone to own customer service and continuously make it require less human work, not merely supply agents.

## How we're different

- **We own the work and keep reducing it.** Our people work your tickets, that work becomes SOPs and AI agents, and each AI resolution costs $1.35 instead of $3.50. Senior operators fix the policies and systems that create tickets.
- **You work directly with the founders.** Horatio is a large operation (3,500+ employees), which suits brands that want to be one client of many. At wrrk you have direct access to the founders, and what you need shapes our product strategy and priorities.
- **Published prices.** Our rates are on our site: $3.50 per human resolution, $1.35 per AI resolution, or dedicated agents from $14 an hour. Horatio doesn't publish prices.
- **Small brands welcome.** Our minimum is $500 a month. Clutch lists Horatio's minimum project at $5,000+, and most of its clients are mid-market or enterprise.
- **We build the AI.** Horatio offers AI implementation as a service. Ours are built and run by us, trained in your queue.
- **A US-based option.** Our teams are in the USA or the Philippines, and with a dedicated team you choose. Horatio's agent centers are in Latin America.
- **Month to month.** Our contracts run month to month with 30 days' notice. Horatio doesn't publish its terms.

## Where Horatio beats us

- **Scale and 24/7.** 3,500+ staff with agent centers in three countries, and round-the-clock coverage.
- **Wider scope.** Back office, trust and safety, QA and tech support as well as customer service. We only do customer service.
- **Latin American time zones and Spanish.** Agent centers in the Dominican Republic, Colombia and Honduras sit close to US hours, with native Spanish.
- **Partner credentials.** A certified Gorgias services partner and a Dixa implementation partner.

## Side by side

| | wrrk | Horatio |
| --- | --- | --- |
| Founded | 2016 | 2018 |
| Headquarters | San Francisco, California | US office in Miami, Florida |
| Company size | 100+ brands served (headcount not published) | 3,500+ employees |
| Best fit by size | Small and mid-size brands; $500 a month minimum | Mostly mid-market and enterprise (Clutch client mix: 70% mid-market, 25% enterprise, 5% small business) |
| Industry focus | E-commerce and consumer brands (Shopify, Gorgias, Amazon, TikTok Shop) | Generalist: retail and e-commerce, fintech, edtech, healthcare, SaaS, travel, gaming |
| Service model | Managed team: wrrk hires, trains, QAs and schedules; AI agents and CX operators in the same team | Dedicated nearshore teams per brand, plus back office, trust and safety, QA, consulting and AI implementation |
| AI approach | Builds its own. AI agents run on wrrk's own platform (Intra) or inside your helpdesk, trained on your tickets; a person approves until each ticket type is proven | Sells AI implementation as a service; no AI agent product of its own published |
| Channels | Email, chat, phone, SMS, voicemail callbacks, social DMs and comments, Instagram, WhatsApp, TikTok Shop, Amazon Seller Central | Email, live chat, in-app, phone, social |
| Hours | Monday to Friday on low-volume email plans; any schedule with a dedicated team | 24/7 |
| Languages | English | English and Spanish natively; up to 10 languages |
| Helpdesks | Our people work in whatever helpdesk you use, including Gorgias, Zendesk, Kustomer, Freshdesk and Re:amaze | Gorgias (Certified Services Partner), Dixa (implementation partner), Zendesk implementation |
| Where agents sit | USA or the Philippines | Dominican Republic, Colombia and Honduras |
| Remote or office | Remote company | Office centers (Santo Domingo alone has 2,200 seats) |
| US-based agents | Yes. With a dedicated team you choose USA or Philippines | Not published |
| Billed by | Per resolution, or per agent for a dedicated team (priced by the hour) | Not published |
| Published price | $3.50 per human resolution and $1.35 per AI resolution, so the blended rate falls as more tickets are automated; dedicated agents from $14 an hour (Philippines), US-based quoted | Not published |
| Minimum | $500 a month | $5,000+ minimum project size |
| Contract | Month to month, 30 days' notice | Not published |
| Setup fee | $500 per agent, one time | Not published |
| Time to launch | About 2 weeks | Live at the end of week 4 (2–4 weeks per its FAQ) |

Sources:
- wrrk: https://www.wrrk.com/ (checked 2026-11-12): founded, headquarters, company size, remote or office
- wrrk: https://www.wrrk.com/faq/ (checked 2026-11-12): best fit by size, industry focus, service model, ai approach, channels, hours, languages, helpdesks, where agents sit, us-based agents, billed by, published price, minimum, contract, setup fee, time to launch
- Horatio: https://hirehoratio.com/blog/seven-years-nine-figures-horatio-arr-growth (checked 2026-11-12): founded, company size
- Horatio: https://hirehoratio.com/why-us (checked 2026-11-12): headquarters, industry focus, where agents sit, remote or office
- Horatio: https://clutch.co/profile/horatio (checked 2026-11-12): best fit by size, minimum
- Horatio: https://hirehoratio.com (checked 2026-11-12): service model, ai approach, channels, hours, helpdesks
- Horatio: https://hirehoratio.com/customer-support-outsourcing (checked 2026-11-12): languages, time to launch

## What it costs at your volume

We price two ways: per resolved ticket, or per agent for a dedicated team, from $14 an hour for a team in the Philippines. Per resolution, a ticket a person resolves costs $3.50 and one AI resolves costs $1.35, so your blended rate falls as more of your tickets are automated. For example, if AI resolves 50% of them, you pay about **$2.43 per resolution** on average.

- **Small or uneven volume?** Paying per resolution usually costs less, and you don't pay for idle hours. Our minimum is $500 a month.
- **Steady, high volume?** A dedicated agent's fixed cost spreads over more tickets. Ours start at $14 an hour in the Philippines, so compare like for like.
- **Mostly chat or phone?** Those are handled by a dedicated team, from $14 an hour per agent.

Count resolved tickets, not replies. An agent resolves more simple tickets an hour than complex ones, so ask each provider what their agents resolve on a queue like yours.

## Ratings

- wrrk: 5.0/5 on Gorgias partner directory (44 reviews)
- Horatio: 5.0/5 on Clutch (5 reviews); 5.0/5 on Gorgias partner directory (7 reviews)

## Who should use which?

### Horatio is best for

Mid-market and enterprise brands that want a large nearshore team on 24/7 coverage, often across support, back office and trust and safety.

### We're best for

E-commerce brands that want someone to own customer service and continuously make it require less human work, not merely supply agents.

### Neither of us, if

Horatio isn't a fit for small brands that want published prices or a low minimum, and brands that want US-based agents. wrrk isn't a fit for large enterprises that want to fund their own AI build, and brands that need support in languages other than English.

## What to check with Horatio

- Prices, billing unit, contract length and setup fee. None are published.
- Whether any agents are US-based.
- What 'AI implementation' includes, which AI product it uses, and what it costs each month.

## Questions to ask both of us

- What exactly do I pay for: a resolution, a scheduled hour or a worked hour? What happens to the bill when volume drops by half?
- Who trains, schedules, QAs and coaches the people on my account, and how many tickets does QA review each week?
- Who covers when an agent is out, and how fast?
- What does AI cost each month after setup, who maintains it, and who handles what it gets wrong?
- Who improves my policies, SOPs and help center, and is that included?
- Which channels, hours and languages are in the quoted price?
- What notice do I give to cancel or scale down, and what do I keep (SOPs, macros, AI setup) if I leave?
- Can I talk to a customer with a similar ticket mix and volume?

**Comparing us with Horatio?** Book a call and ask us directly. Contracts are month to month, with 30 days' notice. Book a demo: https://meetings.hubspot.com/alyssa-bernstein

## Frequently asked questions

**How much does Horatio cost?**
Horatio doesn't publish prices; you get a quote after a call. wrrk charges $3.50 per human resolution and $1.35 per AI resolution, so the blended rate falls as more tickets are automated; dedicated agents from $14 an hour (Philippines), US-based quoted. Per-resolution plans have a minimum of $500 a month.

**Does Horatio use AI?**
Sells AI implementation as a service; no AI agent product of its own published. wrrk builds its own. AI agents run on wrrk's own platform (Intra) or inside your helpdesk, trained on your tickets; a person approves until each ticket type is proven.

**Where are Horatio's agents based?**
Dominican Republic, Colombia and Honduras. US-based agents: not published. wrrk's teams are in the USA or the Philippines.

**Does Horatio require a long-term contract?**
Horatio doesn't publish its contract terms. wrrk: month to month, 30 days' notice.

**Is Horatio good for small brands?**
Horatio fits mostly mid-market and enterprise (Clutch client mix: 70% mid-market, 25% enterprise, 5% small business). Minimum: $5,000+ minimum project size. It's not the best fit for small brands that want published prices or a low minimum, and brands that want US-based agents.

**What do reviews say about Horatio?**
5.0/5 on Clutch (5 reviews); 5.0/5 on Gorgias partner directory (7 reviews) wrrk: 5.0/5 on Gorgias partner directory (44 reviews)

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Web version: https://www.wrrk.com/compare/horatio-vs-wrrk/