Expert Customer Service for Online marketplace companies in Portugal
Get a 24/7 integrated CX team which operates just like a part of your Portugal team.
This audit & consultation are entirely free.
Our Stats
OUR PROVEN RESULTS
Our dedicated support teams aim to achieve excellence for each of our online marketplace partners.
Here's a look at some key benchmarks we have been able to achieve 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 Portugal choose
Touch Support for Customer Experience
Go Live in Under a Week
Our onboarding SOPs are so refined, we get most partners go live in 7 days or less.
Global, 24/7, Omnichannel Coverage
Support your online marketplace customers in Portugal and beyond across all time zones, in their language, & on the channel they choose.
Your Brand, Your Tech, Your Goals
Our team work natively inside your CRM, following your SOPs.
No Secrets, Just Results
Receive Live reports, live QA scores, and analytics your team in Portugal 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
How We Cover Your CX
Full Channel Support
- Email & Ticketing
- Live Chat
- Phone Support
- Community Support
Tools We Use
- Freshdesk, Zendesk
- Intercom, Gorgias
- Kustomer, Salesforce
- HubSpot, Help Scout & Many Others
Reporting We Track
- NPS, SLA, CSAT
- Average Handle Time (AHT)
- First Response Time (FRT)
- QA Audits, Escalation Rates
Let's Talk
Ready for truly better CX?
Schedule a consultation with a CX outsourcing expert today.
Your audits, consultations, and quotes are completely free of charge, no strings attached.
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 built for online marketplace businesses who:
- Are growing rapidly for their in-house team to handle the volume.
- Need always-on support without hiring for 3 shifts.
- Have variable QA scores between support interactions and agents.
- Want multilingual coverage but find it {hard|difficult} to hire native speakers for each language.
- Need to lower CX spending without sacrificing 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."
