Top-Rated Customer Support for Media companies in Maryland
Get an 24/7 embedded CX workforce that feels like a part of your Maryland office.
The strategy call is completely at no cost.
Our Stats
DATA THAT DRIVES US
Our support teams work hard to drive real-world success for all of our media partners.
Here are a few key KPIs we are proud to maintain for our clients:
90%
Resolved on the first contact
92.7%
Avg. CSAT across channels
26.5k
Volume Capability
Our Edge
The Reasons Media Businesses in Maryland select
Touch Support for Customer Experience
Go Live in Under a Week
We've developed onboarding procedures are so streamlined, we get most clients go live within just a week.
Global, 24/7, Omnichannel Coverage
Serve your media clients in Maryland and beyond 24/7, in their language, & on their preferred channel.
We Use Your Tools, Your Tone, Your Playbooks
Our agents embed natively within your CRM, following your SOPs.
No Secrets, Just Results
Get Transparent reports, live quality audits, 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
Channel Support
- Email Support + Ticketing
- Live Chat
- Phone Support
- Social Monitoring
Your Helpdesk Expertise
- Freshdesk, Zendesk
- Intercom, Gorgias
- Salesforce, Kustomer
- HubSpot, Help Scout and Many Others
Data We Track
- NPS, SLA, CSAT
- Average Handle Time (AHT)
- First Response Time (FRT)
- Escalation Rates, QA Scores
Let's Talk
Ready to transform your CX?
Request a call with one of our CX experts now.
Our free audit, consultation, & implementation plans are totally free of charge, no obligation.
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 Our Service For?
Touch Support excels with companies that:
- Are expanding rapidly for their in-house team to keep up.
- Need round-the-clock support without hiring for three internal shifts.
- Have inconsistent QA scores between tickets or channels.
- Want multilingual coverage but don't want to hire native speakers in-house.
- Want to reduce support overhead while keeping 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."
