Premium Customer Support for Software companies in New York
Build a 24/7 integrated CX workforce which operates like a part of your New York office.
The audit and consultation are completely at no cost, with no obligation.
Our Stats
KEY METRICS WE LOVE
Our customer support experts work hard to drive real-world success for all of our software clients.
Here's a look at some key KPIs we have been able to hit for our clients:
90%
Resolved on the first contact
92.7%
Avg. CSAT across channels
26.5k
Volume Capability
Our Edge
The Reasons Software Companies in New York select
Touch Support for CX Outsourcing
Up and Running in Under a Week
We've developed onboarding SOPs are so tight, we get most clients are up and running in 7 days or less.
24/7 Omnichannel & Multilingual Support
Meet your software customers in New York and beyond across all time zones, in the language they speak, and on the channel they choose.
Your Tone, Your Tools, Your KPIs
Our team work directly inside your CRM, using your playbooks.
Full Visibility
Access to live dashboards, real-time quality audits, and analytics your team in New York can act on.
“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
Full Channel Support
- Email + Ticket Management
- Chat Support
- Voice
- Social Media Support
Our Helpdesk Platforms
- Zendesk, Freshdesk
- Intercom, Gorgias
- Kustomer, Salesforce
- HubSpot, Help Scout & Many Others
Metrics We Track
- NPS, SLA, CSAT
- Average Handle Time (AHT)
- First Response Time (FRT)
- QA Audits, Escalation Rates
Let's Talk
Ready for smarter CX?
Request a consultation with a CX outsourcing expert now.
Our 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 a Good Fit for Your Software Business?
Touch Support excels with software businesses who:
- Are growing rapidly for their in-house team to keep up.
- Want 24/7 support without hiring for three internal shifts.
- Are seeing uneven QA scores between tickets and agents.
- Need multi-language coverage but cannot hire native agents for each language.
- Need to control CX costs while maintaining 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."
