Expert Customer Support for Online marketplace companies in Germany
Get a 24/7 integrated CX workforce which operates like a part of your Germany office.
This audit and consultation are entirely free of charge.
Our Stats
KEY METRICS WE LOVE
Our dedicated customer support experts strive to deliver real-world success for each of our online marketplace partners in Germany and beyond.
Here's a look at a few key benchmarks we have been able 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
Why Online marketplace Companies in Germany trust
Touch Support for Customer Experience
Up and Running within 7 Days
We've got implementation playbook is so streamlined, we get most partners go live within just a week.
Multilingual. Multichannel. 24/7.
Meet your online marketplace customers in Germany and beyond across all time zones, in the language they speak, & on the channel they choose.
We Use Your Tools, Your Tone, Your Playbooks
Our agents work directly inside your CRM, mastering your exact workflows.
No Secrets, Just Results
Access to transparent dashboards, real-time QA scores, and analytics that drives improvement.
“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
Full Channel Support
- Email + Ticketing
- Proactive Chat
- Phone Support
- Community Monitoring
Tools We Use
- Zendesk, Freshdesk
- Intercom, Gorgias
- Salesforce, Kustomer
- Help Scout, HubSpot and Many Others
Metrics We Track
- NPS, SLA, CSAT
- 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 online marketplace support specialist today.
Our free audit, consultation, & quotes 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 a Good Fit for You?
Touch Support is designed for online marketplace companies who:
- Are growing too fast for their internal team to handle the volume.
- Need 24/7 support without managing 3 shifts.
- Have variable quality between support interactions and agents.
- Require multilingual coverage but don't want to hire natively in-house.
- Want to lower support spending 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."
