Expert Customer Support for IT service provider companies in Boston
Get a 24/7 integrated CX team that operates like a part of your Boston office.
This audit and consultation are totally free.
Our Stats
DATA THAT DRIVES US
Our dedicated support teams aim to drive real-world success for all of our it service provider partners in Boston and beyond.
Here's a look at some key benchmarks we are proud to achieve for our clients:
90%
Resolved on the first contact
92.7%
Avg. CSAT across channels
26.5k
Volume Capability
Our Edge
The Reasons IT service provider Companies in Boston prefer
Touch Support for Their Customer Support
Up and Running within 7 Days
We've got onboarding SOPs is so tight, most clients are up and running in 7 days or less.
24/7 Omnichannel & Multilingual Support
Meet your it service provider clients in Boston and beyond 24/7, in the language they speak, and on the channel they choose.
Your Tone, Your Tools, Your KPIs
Our team work directly inside your CRM, using your exact workflows.
Complete Transparency
Receive Live dashboards, live QA scores, and analytics your team in Boston can act on.
“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
How We Support You
Full Channel Support
- Email Support & Ticket Management
- Proactive Chat
- Phone Support
- Social Media Monitoring
Systems We Know
- Zendesk, Freshdesk
- Intercom, Gorgias
- Salesforce, Kustomer
- Help Scout, HubSpot & More
Key Metrics We Track
- NPS, SLA, CSAT
- Avg. Handle Time (AHT)
- First Reply Time (FRT)
- QA Audits, Escalation Rates
Let's Talk
Ready for truly better CX?
Book a call with one of our CX experts today.
Your free audit, consultation, & quotes are entirely free of charge, 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 Touch Support a Good Fit for You?
Touch Support is built for businesses in Boston who:
- Are expanding rapidly for their internal team to handle the volume.
- Want always-on support without the cost of staffing three internal shifts.
- Struggle with variable quality across agents or agents.
- Require multilingual coverage but cannot hire natively in-house.
- Need to lower CX costs while maintaining visibility.
"...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."
