Expert Customer Support for Software companies in Charlotte
Deploy a 24/7 embedded CX workforce which feels like an extension of your Charlotte team.
The initial audit is completely free of charge.
Our Stats
KEY METRICS WE TRACK
Our customer support experts work hard to deliver outstanding results for each of our software clients.
Here's a look at some key metrics we are proud to maintain for our clients:
90%
Resolved on the first contact
92.7%
Avg. CSAT across channels
26.5k
Volume Capability
Our Edge
The Reasons Software Businesses in Charlotte select
Touch Support for CX
Go Live within 7 Days
Our onboarding procedures are so tight, most clients go live in under 7 days.
Multilingual. Multichannel. 24/7.
Support your software clients in Charlotte and beyond across all time zones, in the language they speak, & on their preferred channel.
We Use Your Tools, Your Tone, Your Playbooks
Our agents work directly within your helpdesk, following your macros.
Complete Transparency
Access to transparent reports, real-time QA scores, and reporting 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
What We Handle for You
Channel Support
- Email Support & Ticket Management
- Proactive Chat
- Phone Support
- Community Monitoring
Tools We Master
- Freshdesk, Zendesk
- Gorgias, Intercom
- Salesforce, Kustomer
- Help Scout, HubSpot & More
Data We Provide
- SLA, CSAT, NPS
- Average Handle Time (AHT)
- First Reply Time (FRT)
- Escalation Rates, QA Scores
Let's Talk
Ready to elevate your customer support?
Schedule a consultation with a CX outsourcing expert now.
Our strategy calls and quotes are entirely at no cost, 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.
Who Is This For?
Touch Support is built for software businesses that:
- Are expanding so quickly for their in-house team to keep up.
- Need 24/7 support without the cost of staffing 3 shifts.
- Struggle with variable QA scores between agents or channels.
- Need multi-language coverage but find it {hard|difficult} to hire natively in-house.
- Want to reduce customer service spending while keeping control.
"...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."
