Top-Rated Customer Service for IT service provider companies in Charlotte
Build a 24/7 integrated CX team which feels like a part of your Charlotte team.
This initial audit is entirely free.
Our Stats
KEY METRICS WE TRACK
Our customer support experts strive to deliver real-world success for each of our it service provider partners in Charlotte and beyond.
Here's a look at some key KPIs we consistently maintain day-in and day-out:
90%
Resolved on the first contact
92.7%
Avg. CSAT across channels
26.5k
Volume Capability
Our Edge
Why IT service provider Businesses in Charlotte trust
Touch Support for CX
Up and Running in 7 Days or Less
Our onboarding procedures are so refined, we get most clients are up and running in under 7 days.
24/7 Omnichannel & Multilingual Support
Serve your it service provider clients in Charlotte and beyond 24/7, in the language they speak, & on the channel they choose.
Your Tone, Your Tools, Your KPIs
Our agents embed natively inside your CRM, mastering your exact workflows.
Complete Transparency
Get Transparent reports, live quality audits, and analytics 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 Support
- Email + Ticket Management
- Proactive Chat
- Inbound Voice
- Community Monitoring
Tools We Master
- Freshdesk, Zendesk
- Intercom, Gorgias
- Salesforce, Kustomer
- HubSpot, Help Scout & More
Data We Provide
- CSAT, NPS, SLA
- Avg. Handle Time (AHT)
- First Response Time (FRT)
- Escalation Rates, QA Scores
Let's Talk
Ready to elevate your customer support?
Request a meeting with a CX outsourcing expert today.
Your audits, consultations, and implementation plans are totally at no cost, 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.
Who Is This For?
Touch Support excels with companies who:
- Are scaling rapidly for their in-house team to keep up.
- Require round-the-clock support without managing 3 shifts.
- Struggle with variable quality between agents and agents.
- Need multilingual coverage but cannot hire natively for each language.
- Need to cut support costs without sacrificing quality.
"...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."
