Premium Customer Support for SaaS companies in Maryland
Deploy a 24/7 integrated CX workforce that acts like an extension of your Maryland team.
The initial audit is 100% free of charge, no commitment required.
Our Stats
KEY METRICS WE LOVE
Our support teams aim to achieve outstanding results for all of our saas partners in Maryland and beyond.
Here's a look at some key benchmarks 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 SaaS Businesses in Maryland select
Touch Support for Customer Experience
Live in Under a Week
We've got onboarding SOPs are so refined, most clients are fully operational in under 7 days.
Multilingual. Multichannel. 24/7.
Serve your saas customers in Maryland and beyond across all time zones, in their language, & on the channel they choose.
We Use Your Tools, Your Tone, Your Playbooks
Our agents operate natively inside your CRM, mastering your exact workflows.
Full Visibility
Access to live dashboards, live quality audits, and analytics your team in Maryland can act on.
“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 + Ticket Management
- Proactive Chat
- Voice
- Social Support
Our Helpdesk Expertise
- Zendesk, Freshdesk
- Gorgias, Intercom
- Kustomer, Salesforce
- Help Scout, HubSpot & More
Key Metrics We Track
- SLA, CSAT, NPS
- Average Handle Time (AHT)
- First Response Time (FRT)
- Escalation Rates, QA Scores
Let's Talk
Ready to elevate your CX?
Schedule a call with a saas support specialist now.
Your strategy calls and quotes are completely free of charge, no commitment required.
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 Right for Your SaaS Business?
Touch Support is built for saas businesses that:
- Are growing so quickly for their in-house team to handle the volume.
- Want round-the-clock support without staffing 3 shifts.
- Are seeing uneven QA scores across tickets and agents.
- Require multi-language coverage but find it {hard|difficult} to hire native speakers for each language.
- Want to control customer service 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."
