Premium Customer Service for E-commerce companies in Germany
Deploy a 24/7 integrated CX workforce which feels just like an extension of your Germany office.
The audit & consultation are completely free.
Our Stats
DATA THAT DRIVES US
Our support teams aim to deliver real-world success for all of our e-commerce partners in Germany and beyond.
Here are some key KPIs we are proud to achieve day-in and day-out:
90%
Resolved on the first contact
92.7%
Avg. CSAT across channels
26.5k
Volume Capability
Our Edge
Why E-commerce Businesses in Germany trust
Touch Support for CX
Up and Running within 7 Days
We've developed implementation playbook are so streamlined, most partners are fully operational in 7 days or less.
24/7 Omnichannel & Multilingual Support
Meet your e-commerce clients in Germany and beyond across all time zones, in their language, and on their preferred channel.
We Use Your Tools, Your Tone, Your Playbooks
Our agents operate natively inside your CRM, following your macros.
You See What We See
Access to live reports, live QA scores, and reporting that actually means something.
“One of our consistent pieces of negative feedback was, 'you have a really knowledgeable team, but you guys are so slow'... We don't have that anymore. The tickets get picked up really fast.”
Greg Harvey,
Managing Director, Code EnigmaHighest Quality Support
Our Core Service Offerings
Channel Coverage
- Email & Ticketing
- Proactive Chat
- Phone Support
- Social Media Monitoring
Our Helpdesk Platforms
- Freshdesk, Zendesk
- Gorgias, Intercom
- Salesforce, Kustomer
- Help Scout, HubSpot and Many Others
Reporting We Track
- NPS, SLA, CSAT
- Avg. Handle Time (AHT)
- First Response Time (FRT)
- QA Audits, Escalation Rates
Let's Talk
Need world-class CX in Germany?
Request a call with one of our CX experts now.
Your free audit, consultation, & implementation plans are entirely free, no strings attached.
FAQ
Frequently Asked Questions
Everything you need to know about our services.
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What services does TouchSupport provide?
We provide outsourced teams for Customer Experience (CX), IT support, and Financial Operations — including helpdesk services, system monitoring, accounts payable/receivable, and financial reporting.
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How quickly can you launch a support team for us?
Most teams are fully onboarded within 7 days. We use a proven, SOP-driven process to go from kickoff to live support in a week — with zero disruption to your operations.
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Is outsourcing support safe and secure?
Yes. We operate under strict data privacy, access control, and confidentiality protocols. Our agents work in secured environments, and we adapt to your preferred compliance requirements (GDPR, SOC 2, etc.).
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Will your team use our tools and systems?
Absolutely. Our teams are trained to work inside your current platforms — whether it’s Zendesk, Freshdesk, Microsoft 365, NetSuite, QuickBooks, or others. We act as an embedded extension of your business.
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What industries do you specialize in?
We support businesses in SaaS, E-Commerce, Healthcare, IT Services, Hosting, and Financial Services. If your business has customers or systems that need support — we’re a match.
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Can you provide multilingual customer support?
Yes. We offer multilingual support teams upon request, with coverage in English, Spanish, German, French, and more, depending on your customer base.
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How does pricing work?
We offer flexible pricing models — typically based on team size, coverage hours, and complexity of the services. Schedule a quick call and we’ll send you a tailored quote.
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Can I start with a small team and scale up later?
Yes! Many of our clients pilot with 1–3 agents and grow over time. We scale with your business — adding team members, languages, or functions as needed.
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How do I get started?
Just book a free discovery call or request a support audit. We’ll assess your needs and recommend a custom solution — no pressure, no fluff.
Is it for you?
Touch Support excels with companies who:
- Are scaling so quickly for their in-house team to handle the volume.
- Require round-the-clock support without the cost of staffing 3 shifts.
- Struggle with inconsistent quality across support interactions and channels.
- Want multi-language coverage but can't hire native agents for each language.
- Want to cut CX spending without sacrificing control.
"...we were able to staff significantly more headcount which allowed us to meet our customers needs express as we grew as a business while continuing to maintain the same CSAT and NPs that our customers have known to expect from us, while maintaining or even reducing costs."
