Expert Customer Support for Technology companies in Massachusetts
Build a 24/7 integrated CX team that acts like a part of your Massachusetts team.
This audit and consultation are entirely free, no strings attached.
Our Stats
METRICS WE'RE PROUD OF!
Our CX specialists aim to deliver excellence for all of our technology clients.
Here are a few 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
Why Technology Companies in Massachusetts prefer
Touch Support for CX
Go Live within 7 Days
Our onboarding SOPs is so refined, most partners are fully operational in under 7 days.
Multilingual. Multichannel. 24/7.
Support your technology clients in Massachusetts and beyond across all time zones, in their language, & on their preferred channel.
Your Tone, Your Tools, Your KPIs
Our agents work natively within your helpdesk, following your SOPs.
Full Visibility
Receive Live reports, live QA scores, and reporting 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
How We Cover Your CX
Channel Coverage
- Email Support & Ticket Management
- Proactive Chat
- Phone Support
- Social Monitoring
Tools We Use
- Freshdesk, Zendesk
- Gorgias, Intercom
- Salesforce, Kustomer
- HubSpot, Help Scout & More
KPIs We Track
- CSAT, NPS, SLA
- Average Handle Time (AHT)
- First Response Time (FRT)
- Escalation Rates, QA Scores
Let's Talk
Ready to elevate your customer support?
Request a call with a CX outsourcing expert today.
Our strategy calls and quotes are completely at no cost, no commitment required.
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 companies that:
- Are expanding so quickly for their internal team to keep up.
- Want always-on support without hiring for three separate shifts.
- Have variable quality between support interactions or agents.
- Want multi-language coverage but don't want to hire natively in-house.
- Need to control customer service costs 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."
