Expert Customer Support for SaaS companies in Philadelphia
Get a 24/7 integrated CX team which feels like a part of your Philadelphia office.
This audit & consultation are completely free of charge.
Our Stats
METRICS WE'RE PROUD OF!
Our CX specialists aim to achieve outstanding results for each of our saas clients.
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
Why SaaS Companies in Philadelphia prefer
Touch Support for CX
Up and Running within 7 Days
Our onboarding procedures are so streamlined, most partners are up and running within just a week.
Multilingual. Multichannel. 24/7.
Serve your saas customers in Philadelphia and beyond across all time zones, in the language they speak, and on the channel they choose.
Your Tone, Your Tools, Your KPIs
Our specialists operate directly within your helpdesk, using your macros.
Full Visibility
Receive Live reports, 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
How We Support You
Channel Support
- Email Support + Ticket Management
- Live Chat
- Voice
- Community Support
Platforms We Support
- Zendesk, Freshdesk
- Gorgias, Intercom
- Salesforce, Kustomer
- HubSpot, Help Scout & Many Others
Metrics We Improve
- SLA, CSAT, NPS
- Avg. Handle Time (AHT)
- First Reply Time (FRT)
- QA Audits, Escalation Rates
Let's Talk
Ready to elevate your customer support?
Book a consultation with a CX outsourcing expert today.
Your free audit, consultation, & implementation plans are entirely at no cost, 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 Touch Support a Good Fit for You?
Touch Support is the perfect fit for businesses in Philadelphia that:
- Are growing so quickly for their internal team to handle the volume.
- Need 24/7 support without hiring for 3 shifts.
- Are seeing uneven quality between agents and channels.
- Want multilingual coverage but can't hire native agents for each language.
- Need to control customer service spending without sacrificing quality.
"...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."
