Stay in control of support operations and measure team performance with easy-to-understand reports.
Rely on data
Think macro, act micro
Get a quick overview of your customer support performance and most common KPIs. See solved, missed, and overdue requests, as well as how these numbers evolve. Analyze requests distribution and new requests by channel.
Evaluate team and individual performance with custom goals and reports for agents and tickets. Assess which of your channels performs better with metrics like average queue waiting time for calls or first reply time for tickets.
Measure the total number of tickets your team receives and resolves with real-time reports to understand how changes to products or processes affect the customer experience. Get insights into the team’s workload and redistribute your workforce accordingly.
Get access to data that helps you understand how your customers feel about your products, services, customer service, brand, and more. Measure Customer Satisfaction (CSAT) to understand the performance of a channel on a transactional level.
Don’t keep your customers waiting. Get a snapshot of your unsolved tickets at the end of any given date. See how many tickets are unresolved beyond your team’s standard response times.
Make reports available to team members by sharing them with any users who have been invited to view them. Export reports with a single click.
AI for the “business as usual”
Pay for what you use
Touchpoint is a lightweight customer service platform catering to the needs of small and medium businesses. By leveraging the power of automation and AI, Touchpoint enhances the efficiency of customer support operations, granting a holistic perspective of customer interactions across various communication channels.
Notably, its transparent pricing, user-friendly interface, and integrated task management work harmoniously to facilitate the seamless delivery of exceptional customer experiences.
It’s a tool designed to empower businesses, simplifying the complexities of customer service, while keeping the focus on fostering genuine connections with customers.
Small and medium businesses often lack the resources to invest in expensive, complex customer service solutions but need robust software to cater to rising customer expectations.
Here’s how Touchpoint sets itself apart from other customer service platforms:
Our flagship product, TextMagic, is a leader in the business texting industry, with over 20 years of experience in the market.
The Touchpoint Serve platform is an omnichannel solution that can be used to deliver customer support on a variety of channels. You can interact with your customers via Live chat, email, or phone. We will soon be adding SMS, WhatsApp, and Facebook to the list of available channels.
If you are an SMB and you agree with any of the following statements, then Touchpoint is the right solution for you:
Touchpoint is a fully self-service tool. It’s super easy to get started and implement all of Touchpoint’s capabilities, even if you have no previous experience with similar tools.
We provide step-by-step tutorials, video guides, and a set-up wizard to help you get started with each module. Integrations are configurable directly from the Touchpoint interface without the need to code anything. If you need any help getting started, you can also reach out to our support team for platform training. We’re more than happy to help!
Our team will actively develop Touchpoint after its initial release. We will only develop features that are truly useful to our customer base. User experience is very important to us, so we encourage you to submit every relevant aspect of your interaction with our product.
Touchpoint has no-code integrations available through Zapier’s catalog of over 1,000+ business applications. Direct integrations with Slack, Gmail, MS Exchange, Shopify, Jira, and TeamViewer are in the roadmap and will be available soon. Over time, we will add more direct integrations with other popular tools.
Our users are the first to have a say in which integrations will be developed and implemented.
You can migrate your data to Touchpoint with just a few clicks. You can import contact data with standard fields or add custom fields to your import. We support Excel and CSV file formats. You can also connect your existing inboxes/email addresses to Touchpoint. We are also working to make importing tickets possible.
Security is a top priority for us. High-level security measures are implemented at both the organizational and technical levels to safeguard your data on the Touchpoint platform and provide highly reliable service.
Our Information Security Program follows the criteria set forth by the SOC 2 Framework. We perform regular external security penetration tests at least annually using certified vendors.
Our organization undergoes independent third-party assessments to test our security and compliance controls.