Touchwork

Touchwork is a customer experience management company that helps organizations to capture, analyze, and act on information in real-time. Put simply, it is about turning support emails and chats into tickets with owners, priorities and SLAs.

It makes the most sense for support teams from two people to hundreds. Related areas on their profile: Analytics and Customer Service. As a small product team themselves (11 to 50 people), they tend to serve customers of a similar scale best. Small vendors mean quick answers and real influence on the roadmap, but check who covers support when someone is out.

Touchwork is based in San Diego, California. More on touchwork.com.

Things worth asking about: channel coverage, automation rules, and per-agent pricing. A short pilot with your real data tells you more than any demo.

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