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. Spot something out of date? Email hello@getwrrk.com and we'll fix it.
Prefer to ask an AI? Give it this whole comparison.
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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
| Fact | wrrk | Horatio |
|---|---|---|
| Company | ||
| Founded | 2016 source | 2018 source |
| Headquarters | San Francisco, California source | US office in Miami, Florida source |
| Company size | 100+ brands served (headcount not published) source | 3,500+ employees source |
| Best fit by size | Small and mid-size brands; $500 a month minimum source | Mostly mid-market and enterprise (Clutch client mix: 70% mid-market, 25% enterprise, 5% small business) source |
| Industry focus | E-commerce and consumer brands (Shopify, Gorgias, Amazon, TikTok Shop) source | Generalist: retail and e-commerce, fintech, edtech, healthcare, SaaS, travel, gaming source |
| Service | ||
| Service model | Managed team: wrrk hires, trains, QAs and schedules; AI agents and CX operators in the same team source | Dedicated nearshore teams per brand, plus back office, trust and safety, QA, consulting and AI implementation source |
| 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 source | Sells AI implementation as a service; no AI agent product of its own published source |
| Channels | Email, chat, phone, SMS, voicemail callbacks, social DMs and comments, Instagram, WhatsApp, TikTok Shop, Amazon Seller Central source | Email, live chat, in-app, phone, social source |
| Hours | Monday to Friday on low-volume email plans; any schedule with a dedicated team source | 24/7 source |
| Languages | English source | English and Spanish natively; up to 10 languages source |
| Helpdesks | Our people work in whatever helpdesk you use, including Gorgias, Zendesk, Kustomer, Freshdesk and Re:amaze source | Gorgias (Certified Services Partner), Dixa (implementation partner), Zendesk implementation source |
| Team | ||
| Where agents sit | USA or the Philippines source | Dominican Republic, Colombia and Honduras source |
| Remote or office | Remote company source | Office centers (Santo Domingo alone has 2,200 seats) source |
| US-based agents | Yes. With a dedicated team you choose USA or Philippines source | Not published |
| Pricing and terms | ||
| Billed by | Per resolution, or per agent for a dedicated team (priced by the hour) source | 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 source | Not published |
| Minimum | $500 a month source | $5,000+ minimum project size source |
| Contract | Month to month, 30 days' notice source | Not published |
| Setup fee | $500 per agent, one time source | Not published |
| Time to launch | About 2 weeks source | Live at the end of week 4 (2–4 weeks per its FAQ) source |
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
| Provider | Platform | Score | Reviews | Source |
|---|---|---|---|---|
| wrrk | Gorgias partner directory | 5.0 / 5 | 44 | checked 2026-11-12 |
| Horatio | Clutch | 5.0 / 5 | 5 | checked 2026-11-12 |
| Horatio | Gorgias partner directory | 5.0 / 5 | 7 | checked 2026-11-12 |
Employee-review sites (Glassdoor, Indeed) rate the company as an employer, not its service.
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 demoFrequently 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)