Horatio - Customer Service Trends Impacting Brands
The Story of a Brand Show
Ramon Vela
4.9 • 147 Ratings
🗓️ 23 March 2022
⏱️ 30 minutes
🧾️ Download transcript
Summary
This episode is brought to you by Yotpo.
Aside from serving as a trusted ally to their clients, Horatio also makes it a point to give back to the community in the Dominican Republic, says Jose Herrera, CEO and co-founder of the omnichannel customer support and back-office outsourcing company.
The company's year-round initiative is called Horatio Cares, and it includes tree revitalization projects and food and clothing drives.
"We have a team of over 800 employees, and they all can voluntarily participate in the initiatives that are closer to their hearts," Jose says. In addition, Horatio's clients donate items for the community.
As for working with new clients, Jose says working on the tone of voice for communicating with customers is a top priority. After implementation is complete, only then is a full team hired to service the brand.
"Our model works very well with any company," Jose says.
In Part 2, Jose talks about:
* The company's community service initiative, Horatio Cares.
* The implementation timeline and process for new clients.
* The importance of tone of voice when creating social channels.
* Why teams are completed dedicated to every brand.
* Apparel, food and beverage, and crypto are just a few industries Horatio commonly works with.
* The most significant trend we can expect is the continued proliferation of channels through which customers can reach you.
* Advice for those starting a brand, including reliance on a network of people willing to help.
* Listening to your team and resisting the urge to micromanage.
Join Ramon Vela and Jose Herrera as they break down the inside story on The Story of a Brand.
For more on Hire Horatio, visit: https://hirehoratio.com/
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*
This podcast is supported by Yotpo, the leading eCommerce marketing platform for brands looking to drive customer loyalty.
As I’m sure many of you know, customer retention is the new acquisition. With Yotpo, brands can provide value through a strategic loyalty program — and ensure shoppers come back time and again.
Want to know more? Visit https://yotpo.com/storyofabrand
And turn your one-time shoppers into lifelong brand lovers.
Transcript
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| 0:00.0 | There is something to be said about the types of companies that we work with. |
| 0:04.1 | We are a mission-driven company, and so we wanted to work with mission-driven companies |
| 0:07.8 | that are revolutionizing their respective industries. |
| 0:11.0 | So the companies that we work with are redefining a different aspect of what it means to be a brand nowadays. |
| 0:18.7 | So it's not only about the direct-to-consumer aspect of things, |
| 0:21.7 | but it's also more about aligning the mission of the brand with our teams. And so that is why we, |
| 0:29.1 | number one, wanted to focus on e-commerce because we noticed that a lot of these companies were |
| 0:33.2 | very unique in their own way, and they needed a unique partner that could actually understand |
| 0:37.2 | their values on their mission and be able to convey that when it comes to delivering |
| 0:41.3 | outstanding customer support. |
| 0:49.2 | Recorded at Send Lane Studios. |
| 0:51.9 | This is not your average entrepreneur or e-commerce podcast. |
| 0:55.9 | And he's not your average host. |
| 0:58.7 | This is the story of a brand with your host, Ramon Vela. |
| 1:05.0 | This podcast is supported by Yotpo, the leading e-commerce marketing platform for brands looking to drive customer loyalty. |
| 1:12.6 | Now, I'm sure many of you know, customer retention is the new acquisition. |
| 1:17.4 | With Yotpo, brands can provide value through a strategic loyalty program and ensure shoppers come back time and time again. |
| 1:25.1 | Want to know more? |
| 1:26.6 | Visit Yotpo forward slash story of a brand. That's Yotpo.com |
| 1:32.5 | forward slash story of a brand and turn your one-time shoppers into lifelong brand lovers. |
| 1:40.7 | Hey, don't forget to listen to part one of this amazing feature. |
| 1:44.7 | Now, let's get back to the story. |
... |
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