Top-Rated Customer Support for IT service provider companies in Boston
Deploy an 24/7 embedded CX team which feels like an extension of your Boston team.
Your strategy call is entirely free of charge, no commitment required.
Our Stats
KEY METRICS WE TRACK
Our customer support experts strive to drive excellence for each of our it service provider clients in Boston and beyond.
Here's a look at a few key metrics we consistently hit for our clients:
90%
Resolved on the first contact
92.7%
Avg. CSAT across channels
26.5k
Volume Capability
Our Edge
Why IT service provider Businesses in Boston prefer
Touch Support for Their Customer Support
Live in 7 Days or Less
We've developed onboarding SOPs is so tight, most clients are up and running within just a week.
Global, 24/7, Omnichannel Coverage
Serve your it service provider customers in Boston and beyond across all time zones, in their language, & on the channel they choose.
Your Tone, Your Tools, Your KPIs
Our agents embed natively inside your helpdesk, mastering your brand voice.
Full Visibility
Receive Live reports, live quality audits, and reporting that drives improvement.
“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
Channel Coverage
- Email & Ticketing
- Proactive Chat
- Voice
- Social Media Monitoring
Systems We Support
- Zendesk, Freshdesk
- Gorgias, Intercom
- Salesforce, Kustomer
- HubSpot, Help Scout & More
Metrics We Track
- NPS, SLA, CSAT
- Avg. Handle Time (AHT)
- First Response Time (FRT)
- QA Audits, Escalation Rates
Let's Talk
Ready to elevate your CX?
Book a consultation with a it service provider support specialist today.
Your strategy calls and implementation plans are totally free, no commitment required.
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 this for you?
Touch Support excels with companies that:
- Are scaling rapidly for their internal team to handle the volume.
- Require round-the-clock support without staffing 3 shifts.
- Are seeing uneven QA scores between support interactions or channels.
- Require multi-language coverage but cannot hire natively for each language.
- Want to lower customer service costs while maintaining 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."
