Premium Customer Service for Retail companies in Columbus
Get a 24/7 embedded CX team that feels just like a part of your Columbus office.
The strategy call is entirely at no cost.
Our Stats
METRICS WE'RE PROUD OF!
Our dedicated support teams work hard to achieve real-world success for each of our retail clients.
Here are a few key KPIs we have been able to maintain 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 Businesses in Columbus prefer
Touch Support for CX Outsourcing
Live in 7 Days or Less
We've got implementation process is so refined, most clients go live in 7 days or less.
24/7 Omnichannel & Multilingual Support
Serve your retail customers in Columbus 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 team work natively within your CRM, mastering your SOPs.
Full Visibility
Access to transparent reports, live QA scores, and reporting 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
How We Cover Your CX
Full Channel Support
- Email Support + Ticket Management
- Chat Support
- Voice
- Social Media Support
Our Helpdesk Expertise
- Zendesk, Freshdesk
- Intercom, Gorgias
- Kustomer, Salesforce
- Help Scout, HubSpot & More
Metrics We Measure
- NPS, SLA, CSAT
- Average Handle Time (AHT)
- First Response Time (FRT)
- QA Audits, Escalation Rates
Let's Talk
Need expert CX in Columbus?
Book a call with a CX outsourcing expert today.
Your audits, consultations, and quotes are entirely at no cost, no obligation.
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 this for you?
Touch Support excels with retail companies that:
- Are scaling too fast for their in-house team to handle the volume.
- Need 24/7 support without the headache of staffing three separate shifts.
- Have inconsistent QA scores across agents or channels.
- Need multilingual coverage but can't hire native agents in-house.
- Need to reduce support spending without sacrificing 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."
