Expert Customer Service for SaaS companies in Germany
Deploy a 24/7 integrated CX team which feels like a part of your Germany team.
This initial audit is entirely free.
Our Stats
OUR PROVEN RESULTS
Our dedicated CX specialists strive to deliver real-world success for all of our saas clients.
Here's a look at some key KPIs we are proud to achieve 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 SaaS Businesses in Germany select
Touch Support for CX
Up and Running within 7 Days
We've developed implementation process is so refined, most partners are fully operational within just a week.
24/7 Omnichannel & Multilingual Support
Support your saas clients in Germany and beyond across all time zones, in their language, & on their preferred channel.
Your Brand, Your Tech, Your Goals
Our specialists operate directly within your helpdesk, using your macros.
You See What We See
Get Transparent dashboards, real-time QA scores, and analytics 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
How We Cover Your CX
Channel Support
- Email Support + Ticket Management
- Live Chat
- Phone Support
- Community Monitoring
Your Helpdesk Expertise
- Freshdesk, Zendesk
- Gorgias, Intercom
- Kustomer, Salesforce
- HubSpot, Help Scout & More
Metrics We Track
- CSAT, NPS, SLA
- Average Handle Time (AHT)
- First Response Time (FRT)
- Escalation Rates, QA Scores
Let's Talk
Need world-class CX in Germany?
Book a call with a CX outsourcing expert now.
Your strategy calls and implementation plans are totally 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 Your SaaS Business?
Touch Support is the perfect fit for businesses in Germany that:
- Are expanding rapidly for their in-house team to handle the volume.
- Want always-on support without the cost of staffing 3 shifts.
- Are seeing variable QA scores between support interactions and channels.
- Require multi-language coverage but can't hire natively for each language.
- Need to cut CX overhead without losing 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."
