We Don’t Call it Customer *Success* for Nothing

Our Customer Success team has one purpose — to make sure our senior engagement technology is perfectly tailored to your community now, tomorrow and every day.

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90% first-contact resolution rate

 

75 Net Promoter Score (NPS) year to date

 

98% customer retention year over year

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100+ helpful knowledge articles at your fingertips

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Magic. Just pure magic.

The Biggest and Best in the Industry.

Our team of 12 (and growing!) delivers world-class customer service with the success metrics to back it up.

 

 

 

Ken

 

 

 

Mark

 

 

 

Caroline

 

 

 

Jorge

 

 

 

Beth

 

 

 

Alex

 

 

 

Sean

 

 

 

Steph

 

 

 

Kevin

 

 

 

McKenzie

 

 

 

Cory

 

 

 

Mike

Customer Feedback is Music to Our Ears

“Your customer service is ALWAYS top notch!”

Wendy McAnally, Carolina Village

“This is a great company. You always have someone to help even at a moment’s notice.”

Leslie Croy, Cottage Grove Place

“You guys are going above and beyond to step in to support us. WE APPRECIATE YOU!”

Lauren Saloom, Ventana by Buckner

“You guys truly have the best customer service.”

Stephanie Scott, Brandermill Woods

“I’m learning bits and pieces every week, and appreciate your support so very much whenever I need you.”

Lisa Meola, Jack Satter House

“Notified support of issue. Part received over night. Excellent service.”

Clyde Hunter, Blakehurst

“The Touchtown team was responsive to our concerns…[and] there for us at every challenge. We feel confident that we made the right choice in selecting Touchtown as our provider.”

Linda Mackey, Wesley Woods

“Beth is always quick to reply and delegate our question if it is not something she knows the answer to. Mark is superb at explaining technical answers succinctly and answering follow up questions as needed. We appreciate the amazing customer service and teamwork we receive with Touchtown!”

Maria Fleming, Asbury

“The response time and follow through were excellent!”

Robin Staudt, Phoebe Berks Village

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A rising tide lifts all ships.

It’s a philosophy we live everyday in pursuing our mission of helping older people live better. We’re not only concerned with your success with Touchtown, but with the success of your organization as a whole.

Even further, we’re concerned with the health of the industry and those it impacts. We’ve got a lot to work for, and we make it happen with YOU.

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We (stop) collaborate and listen.

We exist to be excellent stewards of resident engagement technology. We can only do that if we first focus on being the best partners for your community.

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Luckily, from decades of experience, we know partnership.

It’s working hard behind the scenes so your systems stay up and running at all times with as few problems as possible.

It’s always being in touch — you can phone, email, chat, or send a carrier pigeon to us. We respond quickly with solutions in hand.

It’s listening to any and all feedback from your staff or residents to improve the product we deliver to you each day.

We provide everything under the sun.

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So that our partners are over the moon.

We give you the keys.

Sometimes you just don’t want to wait for a response, or maybe you’re tired of guiding every new employee through the Touchtown process. No problem, product resources are available for you 24/7, 365 through our robust online learning tools.

Touchtown Learning Center

Support for employees new and old is easily accessible through our Learning Center through how-tos, videos, blogs and more. It’s constantly being updated to address any and all possible questions so that your staff can be inspired, not hindered, by Touchtown’s products.

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TownSquare

But wait! There’s more! For our Community Apps customers, a world of possibilities lives in TownSquare. The dashboard gives you usage data, access to forums so you can swap ideas with our communities, and customization features to name a few.

We hope you’re not lactose intolerant, because we’re about to get cheesy…

Here’s the thing — Touchtown is about people first. Why? Because that’s how we move the needle.

  • We build relationships based on mutual trust and understanding.

  • We embrace empathy.

  • We are deeply concerned with empowering each staff member at each community to succeed at all costs.