Horatio, the modern customer experience and business process outsourcing company, announced the launch of a new campaign designed to help marketplaces, vertical SaaS companies and other platforms navigate changes in payment provider support.

As payment infrastructure providers narrow who is eligible for direct billing and customer support, platforms that have historically relied on native provider coverage may suddenly find themselves responsible for more of the customer experience. Horatio’s campaign is built around a simple premise: your payment provider may change who it supports, but your customers don’t change what they expect from you.

Through the campaign, Horatio is offering platforms dedicated, omnichannel support teams to manage the billing and customer issues that can quickly become high-stakes customer moments—including refunds, billing questions, disputes, chargebacks, subscription issues and Tier 1 support.

“Your customers don’t know what’s happening behind the payment infrastructure. But they know and trust your brand,” said Jose Herrera, Horatio CEO and Co-Founder. “When something goes wrong, they expect you to be there. We built this campaign to help platforms make that transition without compromising the customer experience.”

For platforms facing a sudden change in support coverage, building an in-house operation can create a significant operational lift. Recruiting and training a team, establishing processes, managing coverage across channels and maintaining consistency all take time—while customers continue to expect immediate answers.

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Horatio has the ability to stand up dedicated teams around a company’s existing workflows, systems and brand voice, giving platforms a way to expand their support capabilities without building an entirely new operation internally.

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