Premium Customer Support for Software companies in Boston
Build a 24/7 integrated CX team that feels like a part of your Boston office.
This audit & consultation are totally free, no commitment required.
Our Stats
OUR PROVEN RESULTS
Our CX specialists work hard to drive real-world success for all of our software clients.
Here's a look at a few key benchmarks 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 Software Businesses in Boston trust
Touch Support for Customer Experience
Go Live in Under a Week
We've developed onboarding procedures is so streamlined, we get most clients are up and running in 7 days or less.
Multilingual. Multichannel. 24/7.
Serve your software clients in Boston and beyond across all time zones, in the language they speak, & on their preferred channel.
Your Tone, Your Tools, Your KPIs
Our team embed directly within your helpdesk, following your exact workflows.
Full Visibility
Access to live reports, real-time QA scores, and analytics that actually means something.
“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 Offerings
Channel Support
- Email Support + Ticket Management
- Chat Support
- Phone Support
- Community Monitoring
Systems We Know
- Zendesk, Freshdesk
- Gorgias, Intercom
- Kustomer, Salesforce
- HubSpot, Help Scout & More
KPIs We Focus On
- NPS, SLA, CSAT
- Avg. Handle Time (AHT)
- First Response Time (FRT)
- Escalation Rates, QA Scores
Let's Talk
Need world-class CX in Boston?
Book a meeting with a software support specialist today.
Your strategy calls and quotes are entirely free of charge, 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 Right for You?
Touch Support excels with companies who:
- Are expanding too fast for their internal team to keep up.
- Need 24/7 support without the cost of staffing three separate shifts.
- Have variable quality across agents and channels.
- Need multi-language coverage but don't want to hire natively in-house.
- Need to reduce CX spending 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."
