Top-Rated Customer Support for Retail companies in New York
Get a 24/7 embedded CX workforce that acts just like a part of your New York office.
Your strategy call is completely free of charge, with no obligation.
Our Stats
OUR PROVEN RESULTS
Our dedicated CX specialists strive to drive excellence for each of our retail partners in New York and beyond.
Here are some key metrics we have been able to maintain for our clients:
90%
Resolved on the first contact
92.7%
Avg. CSAT across channels
26.5k
Volume Capability
Our Edge
Why Retail Companies in New York choose
Touch Support for CX
Go Live in Under a Week
We've got onboarding SOPs is so streamlined, we get most clients go live within just a week.
24/7 Omnichannel & Multilingual Support
Serve your retail clients in New York and beyond 24/7, in their language, & on their preferred channel.
Your Brand, Your Tech, Your Goals
Our specialists work directly inside your helpdesk, following your SOPs.
Full Visibility
Access to live reports, real-time quality audits, and analytics 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 + Ticketing
- Live Chat
- Phone Support
- Community Support
Tools We Master
- Zendesk, Freshdesk
- Gorgias, Intercom
- Salesforce, Kustomer
- Help Scout, HubSpot & More
Metrics We Track
- NPS, SLA, CSAT
- Avg. Handle Time (AHT)
- First Reply Time (FRT)
- QA Audits, Escalation Rates
Let's Talk
Ready to improve your customer support?
Schedule a meeting with a retail support specialist today.
Your audits, consultations, and implementation plans are entirely free, 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 designed for retail companies who:
- Are expanding too fast for their internal team to handle the volume.
- Need round-the-clock support without the headache of staffing three separate shifts.
- Struggle with inconsistent quality across support interactions or channels.
- Need multilingual coverage but cannot hire natively for each language.
- Want to reduce support overhead while keeping 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."
