Expert Customer Service for Retail companies in Maryland
Deploy a 24/7 integrated CX workforce that acts just like a part of your Maryland team.
The initial audit is completely free of charge, no commitment required.
Our Stats
DATA THAT DRIVES US
Our customer support experts strive to achieve outstanding results for all of our retail clients in Maryland and beyond.
Here are a few key KPIs we consistently hit for our clients:
90%
Resolved on the first contact
92.7%
Avg. CSAT across channels
26.5k
Volume Capability
Our Edge
The Reasons Retail Businesses in Maryland select
Touch Support for Their Customer Support
Go Live in Under a Week
We've developed implementation process are so refined, we get most clients are fully operational in under 7 days.
24/7 Omnichannel & Multilingual Support
Serve your retail clients in Maryland and beyond across all time zones, in the language they speak, and on the channel they choose.
Your Brand, Your Tech, Your Goals
Our agents embed natively within your CRM, mastering your exact workflows.
Full Visibility
Get Transparent dashboards, live quality audits, and reporting that drives improvement.
“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 Support
- Email & Ticketing
- Proactive Chat
- Inbound Voice
- Social Monitoring
Your Helpdesk Expertise
- Freshdesk, Zendesk
- Gorgias, Intercom
- Salesforce, Kustomer
- Help Scout, HubSpot & More
Key Metrics We Focus On
- CSAT, NPS, SLA
- Average Handle Time (AHT)
- First Response Time (FRT)
- QA Audits, Escalation Rates
Let's Talk
Ready for smarter CX?
Book a meeting with one of our CX experts now.
Our strategy calls and quotes are totally at no cost, 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 this for you?
Touch Support is built for businesses in Maryland that:
- Are scaling rapidly for their in-house team to handle the volume.
- Need 24/7 support without staffing three internal shifts.
- Have inconsistent quality across agents or agents.
- Want multilingual coverage but find it {hard|difficult} to hire natively in-house.
- Want to control support costs 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."
