Expert Customer Service for Media companies in Boston
Get a 24/7 integrated CX workforce which feels just like an extension of your Boston office.
This strategy call is completely at no cost, no strings attached.
Our Stats
METRICS WE'RE PROUD OF!
Our support teams work hard to deliver real-world success for all of our media partners.
Here's a look at a few 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
The Reasons Media Businesses in Boston prefer
Touch Support for Their Customer Support
Up and Running in Under a Week
Our onboarding procedures is so streamlined, most clients are up and running in under 7 days.
Global, 24/7, Omnichannel Coverage
Meet your media clients in Boston and beyond across all time zones, in their language, & on the channel they choose.
Your Brand, Your Tech, Your Goals
Our team operate natively inside your helpdesk, using your exact workflows.
Full Visibility
Receive Live dashboards, live QA scores, and reporting that truly makes sense.
“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 & Ticketing
- Chat Support
- Phone Support
- Social Support
Systems We Support
- Zendesk, Freshdesk
- Gorgias, Intercom
- Salesforce, Kustomer
- HubSpot, Help Scout and Many Others
Metrics We Improve
- CSAT, NPS, SLA
- Average Handle Time (AHT)
- First Response Time (FRT)
- Escalation Rates, QA Scores
Let's Talk
Ready to improve your customer support?
Book a meeting with a media support specialist today.
Our free audit, consultation, & implementation plans are completely 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 Touch Support a Good Fit for You?
Touch Support excels with companies that:
- Are expanding so quickly for their in-house team to keep up.
- Want round-the-clock support without staffing three internal shifts.
- Struggle with uneven QA scores across support interactions and agents.
- Require multi-language coverage but don't want to hire natively in-house.
- Need to cut customer service costs while keeping 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."
