Expert Customer Service for Retail companies in Illinois
Get an 24/7 integrated CX team which operates just like an extension of your Illinois office.
This audit and consultation are 100% free, no commitment required.
Our Stats
METRICS WE'RE PROUD OF!
Our dedicated customer support experts strive to deliver outstanding results for each of our retail partners.
Here's a look at some key metrics we consistently 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 Companies in Illinois choose
Touch Support for Customer Experience
Go Live within 7 Days
We've got implementation process is so refined, we get most partners go live in 7 days or less.
24/7 Omnichannel & Multilingual Support
Support your retail customers in Illinois and beyond across all time zones, in their language, and on the channel they choose.
We Use Your Tools, Your Tone, Your Playbooks
Our team operate directly inside your CRM, using your exact workflows.
No Secrets, Just Results
Access to transparent dashboards, real-time quality audits, and reporting that truly makes sense.
“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
Channel Coverage
- Email Support & Ticketing
- Proactive Chat
- Phone Support
- Social Support
Tools We Use
- Freshdesk, Zendesk
- Gorgias, Intercom
- Salesforce, Kustomer
- HubSpot, Help Scout & More
KPIs We Focus On
- CSAT, NPS, SLA
- Avg. Handle Time (AHT)
- First Reply Time (FRT)
- Escalation Rates, QA Scores
Let's Talk
Ready for better CX?
Schedule a call with a retail support specialist now.
Your free audit, consultation, & implementation plans are 100% free, 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 it for you?
Touch Support is the perfect fit for companies who:
- Are growing too fast for their in-house team to keep up.
- Require round-the-clock support without the cost of staffing three separate shifts.
- Struggle with inconsistent quality between tickets and agents.
- Require multilingual coverage but cannot hire native agents for each language.
- Need to lower customer service spending while maintaining 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."
