Top-Rated Customer Service for Software companies in Maryland
Build a 24/7 integrated CX workforce which feels just like an extension of your Maryland team.
Your free consultation is completely free of charge, no commitment required.
Our Stats
METRICS WE'RE PROUD OF!
Our support teams work hard to achieve excellence for all of our software clients.
Here are some key KPIs 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 Maryland choose
Touch Support for Customer Experience
Live within 7 Days
We've developed onboarding procedures are so refined, most partners go live in 7 days or less.
Multilingual. Multichannel. 24/7.
Serve your software customers in Maryland and beyond across all time zones, in the language they speak, & on the channel they choose.
Your Brand, Your Tech, Your Goals
Our specialists work natively within your CRM, using your playbooks.
Complete Transparency
Access to transparent reports, real-time quality audits, and analytics 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
What We Handle for You
Channel Coverage
- Email Support + Ticket Management
- Proactive Chat
- Inbound Voice
- Social Monitoring
Tools We Use
- Zendesk, Freshdesk
- Intercom, Gorgias
- Kustomer, Salesforce
- Help Scout, HubSpot & Many Others
Metrics We Track
- SLA, CSAT, NPS
- Average Handle Time (AHT)
- First Reply Time (FRT)
- Escalation Rates, QA Scores
Let's Talk
Need world-class CX in Maryland?
Schedule a meeting with one of our CX experts today.
Our free audit, consultation, & implementation plans are completely 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.
Who Is This For?
Touch Support is the perfect fit for software businesses who:
- Are growing so quickly for their internal team to handle the volume.
- Require round-the-clock support without the headache of staffing 3 shifts.
- Struggle with inconsistent QA scores across tickets or agents.
- Require multilingual coverage but don't want to hire natively for each language.
- Want to control support 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."
