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Here’s what’s included:
Customize the widget to match the look and feel of your brand.
Embed a support widget on your website. Allow customers to request help by submitting a ticket or commencing a conversation with an agent directly from the widget.
Multiple website support
Place your live chat on multiple websites at no additional charge.
Make your chat stand out with eye-catching elements that draw customers in.
Easily send and receive files while providing customer support.
Gather relevant client information with pre-chat forms to add context and automatically route chats to the right agent.
Collect feedback and use relevant client insights to improve your processes.
Virtual phone numbers
Dedicated phone number
With a dedicated virtual number, you can receive text messages or calls from anyone. Use the same number to send out text messages and make calls.
Ensure foreign customers can get in touch for free or at standard local fees with international phone numbers.
Make sure clients can contact you at a discounted or zero price with toll-free numbers.
Cloud phone system
A complete cloud-based call center solution to meet the needs of medium and small businesses.
Inbound and outbound calls
Make and receive calls directly from Touchpoint without any additional software or service.
Unlimited (simultaneous) calls
Allow different agents to have multiple calls simultaneously and on the same line.
When all agents are busy, Touchpoint automatically arranges all your incoming calls into queues.
Keep track of every call and quickly check factual information with automated call recording.
Call transcripts allow you to save call conversations to a text, which allows a quick overview of the content of the conversation and makes it easily searchable later.
Missed calls tracking
Immediately follow up on missed calls by defining rules that prompt timely action.
Block spam calls
Are you receiving spam calls from some numbers? Touchpoint allows you to block incoming calls from these numbers.
Create built-in notes to communicate with context or to prepare better follow-ups with your team – no need to switch tabs.
Put call on hold
Put calls on hold and resume conversations after consulting with colleagues and performing additional research.
Personalized greetings & music
Create personalized greetings and play them to callers based on specific situations (outside business hours, on hold, etc.)
Voice calls forwarding
Forward individual calls according to customer need or configure forwarding for all calls based on particular situations (e.g., out-of-office hours).
IVR and call routing
Create a multi-level interactive voice response (IVR) menu to guide the caller to the correct department or agent.
Third-party email integration
Reply from Touchpoint using your own or team email address.
Multiple mailboxes and domains
When sending an email, you can specify the domain and email address used.
Touchpoint integrated inbox
Want the convenience of using the @workspacename.touchpoint.com email address without managing an external email account? Send and receive your business emails directly from the Touchpoint dashboard.
Custom email templates
Personalize communications, save time, and streamline processes using templates that include custom fields.
Send rich-text emails (formatted text, image, file, emoji, etc.).
Custom email signatures
Use a predefined personal or workspace email signature.
Attach files up to 10MB to your email tickets.
SMS text messaging
Send and receive SMS text messages
Send SMS text messages online to your customers, partners, and staff.
Send and receive MMS
Send and receive multimedia messages (MMS) directly from the Touchpoint dashboard.
Global SMS coverage
Reach your customers and staff worldwide with access to over 1,000 mobile networks across 150+ countries.
SMS sender ID
Display your company name as the sender of a text message, turning a simple SMS into a powerful branding tool.
Two-way SMS chat
Send and receive instant text messages and encourage two-way communication with our online SMS chat.
Long text messages
Include extra details in your texts: Touchpoint supports up to 918 characters in a single SMS.
Languages and unicode SMS
Send and receive text messages in any language: English, Arabic, Japanese, Chinese, Russian, or any other language.
Build ticket workflows and define statuses, automated actions, and more with Touchpoint.
Automate ticket welcoming and confirmation messages.
Define the service levels within which tickets must be handled. Set escalation actions or notifications for each commitment.
Prioritize your tickets and highlight urgent customer cases to organize your work better.
Turn every customer interaction into relevant insights with satisfaction surveys.
Personalize ticket replies with emojis, images, or formatted text.
Exchange helpful info between team members and collaborate on tickets with internal notes.
Add different types of data fields to tickets according to your needs.
Real-time collision detection for all team members to avoid having multiple agents respond to the same ticket.
Send and receive files as email attachments directly from the Touchpoint dashboard.
Accidentally sent the wrong reply to a customer? Recall the response immediately after pressing “Send” and add internal annotations for other team members.
Combine two or more similar tickets into one and handle them together.
Add your signature to tickets sent from Touchpoint. Define signatures for every agent or at the workspace level.
Customizable notification templates
Send personalized communications that align with your business needs and company profile.
Livechat, SMS, Whatsapp, and calls in same messenger
Enable customers to contact you through their preferred channel and use a universal interface to hold conversations over different channels.
360-degree customer communication overview
Get a complete view of customer interactions and aggregate data from all client touchpoints to provide tailor-fit support.
A detailed overview of the conversation’s messages and other events related to the conversation.
Advanced chat routing
Set advanced chat routing rules to assign conversations to the right agent, take over a chat, or have multiple agents collaborate on the same conversation.
Chat rating and feedback
Ask customers about their experience automatically after closing a conversation, or manually initiated by an agent. Improve your service based on customer feedback.
Real-time overview of waiting chats
Get a complete overview of active conversations from a single dashboard.
Touchpoint instantly translates messages received in foreign languages to help you provide seamless support to international clients. More than 100 languages are supported.
Use emoticons and other text formatting to deliver more human replies to your customers.
Reporting and analytics
Pre-built live dashboard
Get a quick overview of your customer support performance and most common KPIs. Tailor the dashboard to your specific needs.
Conversation volume report
See exactly how many tickets your team receives and resolves with real-time reports.
User and team performance reporting
Evaluate your team’s performance with custom goals and reports for agents, tickets, and more.
Customizable reports and data exploration
Highlight important data and metrics with custom reports and advanced filters.
Intuitive dashboards that smooth individual, team, and workspace interactions.
Internal notes and @-mentioning
Receive automatic notifications and respond faster whenever someone mentions you in tasks, tickets, deals, internal notes, or any related activity.
Follow a ticket, contact, organization, deal, or task and receive instant notifications of every action performed on them.
Task and project management
Manage multiple projects in parallel and have a separate dashboard for each of them.
Tasks and subtasks management
Create and prioritize important tasks and deadlines at the team and individual levels.
Drag & drop board
Manage tasks on an easy-to-use drag & drop board. To change the status of a task, drag it to the next state.
Tasks Kanban view
Easily track task statuses, visualize progress, and zoom in on task details using Kanban boards.
Task calendar view
Check important deadlines and project timelines using the calendar view.
Tasks list view
Customize your task list view to your needs by adding the fields you want and filtering the tasks that especially interest you.
Let the automation module perform repetitive predefined tasks, and where user intervention is required, let the automation flow create a task for the right Touchpoint user.
Associate tasks with tickets, chats, deals, campaigns
Link tasks, tickets, deals, and campaigns to improve company-level communication.
Notifications and reminders
Flexible management of notifications
Configure custom reminders that are relevant to your work.
Subscribe to receive email notifications for important changes or updates within Touchpoint.
If you wish, Touchpoint allows you to snooze in-app notifications for a specified period.
Notifications in Slack
Connect Touchpoint to Slack and receive notifications of selected events in the channel of your choice.
Use in-app alerts to stay on top of urgent tasks and deadlines.
Workspace and users management
Organize your users into teams, improve coordination, and ensure that everyone has all the information they need.
Business hours management
Define your business hours to let customers know your support availability and automatically adjust auto-response messages and call voice greetings.
Dedicated domain for workspace
When registering a Touchpoint account, you receive a dedicated subdomain for your company workspace: company.touchpoint.com. You can also use @company.touchpoint.com to create email addresses for your team.
Custom roles & permissions
Define and assign user roles and permissions to suit your organizational structure and security policies.
Search and filtering
Flexible filtering options
Each Touchpoint section has flexible data filtering options to help you find relevant information according to your search criteria.
Section specific search
Perform module-specific searches and find relevant tickets, contacts, chats, campaigns, etc.
Customizable filtered views
Save sets of filters as views, and access them easily from your dashboard.
Full-text search over the workspace
Finding relevant information is easy. Search data across Touchpoint modules with intuitive full-text search.
Add custom fields to tickets, contacts, organizations, deals, and tasks.
Bulk actions for chats, tickets, contacts
Perform bulk actions on chats, tickets, tasks, or contacts to save time.
Cloning and copying items
Duplicate or clone contact lists, segments, tasks, or other items, and create modified versions based on the information therein.
Assign tags to chats, tickets, contacts, and lists to organize your data better.
View every agent and system activity on the log.
Define associations between tickets, tasks, deals, contacts, organizations, and chats to achieve a 360 overview of your customers and provide contextual support.
Import and export
Data export (PDF, CSV, XLSX)
Export complete data lists and detailed data views (e.g., the content of a single ticket or chat) to Excel, CSV, or PDF.
Import your contacts and leads with unlimited custom fields using Excel and .CSV files.
Migration from other customer service tools
Migrate data from popular platforms, such as Zendesk, Intercom , Hubspot, Freshdesk, etc. Please get in touch with us if you are using any other platform, and we will outline your data import options.
Data storage and backup
File and data storage
Secure and reliable data storage.
24/7/365 Data backup
In the unlikely event of a problem with one of our secure servers, none of your data will be lost, and your business will not be affected.
Secure billing & payments
Touchpoint does not store credit or debit card details on the website. A third-party, PCI-compliant payment gateway securely stores all payment data.
Regional data hosting
Control your data storage location – choose your preferred data center location.
On special request, we allow enterprise customers to use an isolated, dedicated Touchpoint instance, which means separate virtual servers and a client-based custom configuration.
Connect Touchpoint with 2,000+ apps using Zapier.
Simple API for integrations
Pull and feed various data to your Touchpoint via the REST API, which allows for creating custom integrations.
Direct integration with third-party tools
Seamlessly integrate Google Meet into Touchpoint.
Connect one or more Gmail business accounts to Touchpoint.
Communicate with your team, organize huddles, and send notifications directly to your preferred channels.
Have meetings directly from your sales dashboard by connecting to Zoom.
Communicate with prospects or clients and organize meetings via MS Teams.
Connect your Microsoft Exchange mailbox to Touchpoint.
Unify your support and engineering teams by forwarding tickets to Jira.
Create and join remote support sessions with your customers.
Identity and access management
2-factor authentication (2FA)
Improve your security using Google authenticator or mobile 2-step verification when logging in.
Log in with Google
Easily manage user authentication using your Google Account to access Touchpoint.
You can restrict access to your Touchpoint instance to a limited number of IPs.
Single Sign-On (SSO)
Touchpoint supports enterprise-grade or cloud SSO solutions (based on SAML 2.0).
256-bit SSL secure connection
Keep your data safe with the SSL encryption protocol.
Custom security policies
Apply safety measures that align with your organization’s security policies (Force 2FA, location-based restrictions on logins, define session length, etc.).
Build-in anti spam protection
Protect your Touchpoint inbox from spam or malware with advanced security filters.
Get a complete overview of all critical security events related to the workspace – see all login attempts, repeated password attempts, etc.
Receive prompt alerts of potential security events to minimize risk.
Keep track of all changes made in the settings and data.
Touchpoint has dedicated considerable resources to fully complying with the EU data protection requirements set forth by the General Data Protection Regulation (“GDPR”)
Textmagic is SOC 2 Type II certified. This confirms that our company information security practices, policies, procedures, and operations meet the highest security standard.
Contact the Touchpoint support team via live chat and get your problem solved in minutes.
Do you prefer to communicate with customer support by email? Contact us at [email protected], and we’ll find a solution to your problem.
You want to talk to customer support instead of writing. Call us!
Touchpoint help center
Online self-serve resources to help you successfully set up and efficiently use Touchpoint.
Join our quarterly webinars to be the first to find out about new product features and to learn how to use Touchpoint better.
Check out our short video tutorials to quickly onboard Touchpoint and learn how to use every feature.
Dedicated account manager
Our dedicated account managers will help you personalize your Touchpoint experience, receive support from a single point of contact, and learn how to take full advantage of our software.
Want to customize Touchpoint to your specific needs? Contact us, and our product team will analyze your request and develop possible solutions.
AI for the “business as usual”
Goals and team performance
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 and user-friendly interface 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.
The free beta includes the following:
The free beta has the following limits:
*available in Canada, Chile, Croatia, Czech Republic, Finland, Germany, Hong Kong, Indonesia, Lithuania, Malaysia. Mexico, Netherlands, Norway, Poland, Puerto Rico, Romania. Slovakia, Spain, Sweden, the United Kingdom and the United States.
You will only incur additional costs if you need more than one phone number on the Touchpoint platform or exceed 1,000 call minutes per month per workspace.
Please contact us, and we will make a proposal based on your volume.
The beta subscription can be canceled at any time with no obligations.
You can contact our support team via email, call, or live chat. You can also use the form available on our contact page.
We also encourage you to use our Help Center and comprehensive in-app help, where your question may have already been answered.
We are in the process of defining the specific pricing tiers for our services. Our commitment to fair usage-based pricing means you can expect a base fee for the workspace along with pricing based on your usage, particularly for handling support requests.
No. Just sign up and start using your workspace within 1 minute.