Expert Customer Support for SaaS companies in West Virginia
Build an 24/7 embedded CX team which operates like a part of your West Virginia office.
The free consultation is entirely at no cost, no commitment required.
Our Stats
KEY METRICS WE TRACK
Our support teams work hard to drive outstanding results for each of our saas clients.
Here's a look at some key benchmarks 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
Why SaaS Businesses in West Virginia prefer
Touch Support for CX
Go Live in Under a Week
We've got onboarding SOPs are so tight, most clients are fully operational in under 7 days.
Global, 24/7, Omnichannel Coverage
Meet your saas clients in West Virginia and beyond across all time zones, in the language they speak, and on the channel they choose.
We Use Your Tools, Your Tone, Your Playbooks
Our team operate natively inside your CRM, mastering your SOPs.
Full Visibility
Access to transparent reports, live 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 Support You
Full Channel Coverage
- Email Support + Ticket Management
- Chat Support
- Inbound Voice
- Community Support
Tools We Use
- Freshdesk, Zendesk
- Intercom, Gorgias
- Kustomer, Salesforce
- HubSpot, Help Scout & More
Key Metrics We Track
- CSAT, NPS, SLA
- Avg. Handle Time (AHT)
- First Response Time (FRT)
- QA Audits, Escalation Rates
Let's Talk
Ready to improve your customer support?
Schedule a call with one of our CX experts now.
Our strategy calls and implementation plans are 100% 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 it for you?
Touch Support is designed for businesses in West Virginia who:
- Are growing too fast for their internal team to keep up.
- Want always-on support without the headache of staffing 3 shifts.
- Have uneven QA scores between agents or channels.
- Need multilingual coverage but can't hire natively for each language.
- Want to cut customer service costs 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."
