Top-Rated Customer Service for IT service provider companies in Malta
Build a 24/7 embedded CX workforce which acts like a part of your Malta office.
This strategy call is totally free, with no obligation.
Our Stats
DATA THAT DRIVES US
Our dedicated support teams strive to achieve real-world success for each of our it service provider clients.
Here's a look at some key metrics we consistently achieve 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 Malta trust
Touch Support for Customer Experience
Up and Running in 7 Days or Less
We've developed onboarding SOPs is so tight, most partners are up and running within just a week.
Global, 24/7, Omnichannel Coverage
Serve your it service provider clients in Malta and beyond 24/7, in their language, & on the channel they choose.
Your Brand, Your Tech, Your Goals
Our team operate directly within your CRM, using your playbooks.
Complete Transparency
Access to transparent dashboards, live QA scores, 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
What We Handle for You
Full Channel Coverage
- Email Support & Ticket Management
- Chat Support
- Voice
- Social Monitoring
Our Helpdesk Expertise
- Zendesk, Freshdesk
- Intercom, Gorgias
- Kustomer, Salesforce
- HubSpot, Help Scout & More
Metrics We Measure
- NPS, SLA, CSAT
- Average Handle Time (AHT)
- First Reply Time (FRT)
- QA Audits, Escalation Rates
Let's Talk
Ready for better CX?
Request a call with one of our CX experts today.
Our audits, consultations, and implementation plans are completely at no cost, 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 Touch Support Right for You?
Touch Support is designed for it service provider companies that:
- Are expanding too fast for their internal team to handle the volume.
- Require always-on support without staffing three separate shifts.
- Have uneven quality across tickets and agents.
- Want multi-language coverage but find it {hard|difficult} to hire native speakers in-house.
- Want to control customer service overhead 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."
