Top-Rated Customer Service for Online marketplace companies in Malta
Get a 24/7 integrated CX team that acts like a part of your Malta office.
Your initial audit is totally at no cost, no commitment required.
Our Stats
OUR PROVEN RESULTS
Our support teams work hard to drive excellence for each of our online marketplace partners in Malta and beyond.
Here are some key benchmarks we consistently hit for our clients:
90%
Resolved on the first contact
92.7%
Avg. CSAT across channels
26.5k
Volume Capability
Our Edge
Why Online marketplace Companies in Malta select
Touch Support for Customer Experience
Live within 7 Days
Our onboarding procedures are so tight, we get most clients go live within just a week.
Multilingual. Multichannel. 24/7.
Support your online marketplace clients in Malta and beyond across all time zones, in the language they speak, and on the platform they prefer.
We Use Your Tools, Your Tone, Your Playbooks
Our specialists work directly inside your CRM, mastering your SOPs.
Full Visibility
Access to transparent dashboards, live quality audits, and analytics your team in Malta can act on.
“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
Channel Support
- Email Support + Ticket Management
- Chat Support
- Phone Support
- Community Support
Our Helpdesk Platforms
- Zendesk, Freshdesk
- Gorgias, Intercom
- Salesforce, Kustomer
- HubSpot, Help Scout and Many Others
KPIs We Track
- CSAT, NPS, SLA
- Avg. Handle Time (AHT)
- First Reply Time (FRT)
- QA Audits, Escalation Rates
Let's Talk
Ready to elevate your CX?
Book a consultation with one of our CX experts today.
Our free audit, consultation, & quotes 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 it for you?
Touch Support is the perfect fit for businesses in Malta that:
- Are expanding rapidly for their internal team to handle the volume.
- Need round-the-clock support without the cost of staffing 3 shifts.
- Have inconsistent QA scores between support interactions and agents.
- Want multilingual coverage but don't want to hire native agents in-house.
- Want to reduce CX 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."
