Expert Customer Service for Retail companies in Charlotte
Deploy a 24/7 integrated CX workforce that feels just like an extension of your Charlotte team.
This strategy call is totally at no cost, no strings attached.
Our Stats
METRICS WE'RE PROUD OF!
Our dedicated customer support experts strive to deliver outstanding results for each of our retail partners in Charlotte and beyond.
Here are a few key metrics we consistently hit day-in and day-out:
90%
Resolved on the first contact
92.7%
Avg. CSAT across channels
26.5k
Volume Capability
Our Edge
The Reasons Retail Companies in Charlotte select
Touch Support for Customer Experience
Up and Running within 7 Days
Our onboarding SOPs is so streamlined, most clients are fully operational in under 7 days.
Multilingual. Multichannel. 24/7.
Serve your retail clients in Charlotte and beyond 24/7, in their language, & on their preferred channel.
Your Brand, Your Tech, Your Goals
Our specialists work directly within your CRM, following your macros.
You See What We See
Receive Live reports, real-time QA scores, and reporting your team in Charlotte 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 Coverage
Full Channel Support
- Email + Ticketing
- Proactive Chat
- Phone Support
- Community Support
Our Helpdesk Platforms
- Freshdesk, Zendesk
- Intercom, Gorgias
- Kustomer, Salesforce
- HubSpot, Help Scout & Many Others
Key Metrics We Focus On
- NPS, SLA, CSAT
- Avg. Handle Time (AHT)
- First Response Time (FRT)
- Escalation Rates, QA Scores
Let's Talk
Ready to elevate your CX?
Book a meeting with a CX outsourcing expert now.
Our strategy calls and quotes are 100% free of charge, no obligation.
FAQ
Frequently Asked Questions
Everything you need to know about our services.
-
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.
-
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.
-
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.).
-
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.
-
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.
-
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.
-
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.
-
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.
-
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 Your Retail Business?
Touch Support excels with retail companies that:
- Are scaling too fast for their internal team to keep up.
- Need round-the-clock support without staffing 3 shifts.
- Have uneven QA scores between tickets or channels.
- Need multi-language coverage but find it {hard|difficult} to hire natively in-house.
- Want to lower support costs while maintaining 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."
