Premium Customer Service for Media companies in Portugal
Build a 24/7 embedded CX workforce which operates just like a part of your Portugal team.
Your audit & consultation are 100% free, with no obligation.
Our Stats
METRICS WE'RE PROUD OF!
Our dedicated support teams aim to drive real-world success for all of our media clients in Portugal and beyond.
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 Portugal trust
Touch Support for CX
Go Live in Under a Week
We've developed onboarding procedures is so streamlined, most partners go live within just a week.
Multilingual. Multichannel. 24/7.
Serve your media customers in Portugal and beyond across all time zones, in the language they speak, & on their preferred channel.
Your Brand, Your Tech, Your Goals
Our specialists operate natively inside your CRM, following your brand voice.
No Secrets, Just Results
Receive Live dashboards, real-time 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
Our Core Service Coverage
Channel Coverage
- Email Support & Ticketing
- Proactive Chat
- Phone Support
- Social Media Monitoring
Your Helpdesk Expertise
- Freshdesk, Zendesk
- Intercom, Gorgias
- Kustomer, Salesforce
- HubSpot, Help Scout and Many Others
Reporting We Provide
- NPS, SLA, CSAT
- Average Handle Time (AHT)
- First Reply Time (FRT)
- QA Audits, Escalation Rates
Let's Talk
Need world-class CX in Portugal?
Book a consultation with one of our CX experts today.
Our strategy calls and implementation plans are totally free of charge, 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 built for media companies that:
- Are growing so quickly for their internal team to handle the volume.
- Require always-on support without managing 3 shifts.
- Struggle with uneven QA scores across support interactions or agents.
- Require multilingual coverage but can't hire native agents for each language.
- Need to lower customer service costs without losing 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."
