Dedicated Package

Unlock exclusive access to all our premium services with our dedicated customer support package.

Why Choose Us?

180+

Skilled Professionals

3+

Years In Crypto Industry

100%

Crypto Customer Support

24/7

Coverage To Ensure Round-The-Clock Assistance

7+

Language Support Available To Cater To A Global Clientele

Our Company Values

Strong Relationships

Foster meaningful connections and loyalty among community members.

Expert Moderation

Ensure a positive and welcoming environment with professional moderation and conflict resolution.

Insightful Analytics

Gain valuable insights into community behavior and trends to inform decision-making.

24/7 Support

Provide continuous support and responsiveness to your community members around the clock.

Scalable Solutions

Tailor our community management services to meet the needs of growing and evolving communities.

Reputation Management

Protect and enhance your brand's reputation through effective community management strategies.

Key Features

24/7 Email & Chat Support

Provide round-the-clock assistance through email and chat to ensure continuous support for your customers.

KYC And Onboarding Processes

Streamline the Know Your Customer (KYC) and onboarding procedures to ensure compliance and a smooth user experience.

Comprehensive Product Documentation

Develop detailed documentation to help users understand and utilize your products effectively.

Macro Creation For Efficiency

Create macros to automate repetitive tasks, enhancing efficiency and productivity.

FAQ Creation

Develop a comprehensive FAQ section to address common customer queries and reduce support load.

Monthly Analytics Reporting

Provide detailed monthly reports on key metrics to help you track performance and make informed decisions.

Customized KPI Metrics

Design and implement Key Performance Indicators (KPIs) tailored to your specific business goals and needs.

Audit & Gap Analysis

Conduct thorough audits and gap analyses to identify areas for improvement and ensure compliance.

Public Quarterly Progress Reports

Publish quarterly reports to transparently communicate progress and performance to stakeholders.

Tier 2 Support

Offer advanced support for complex issues that require specialized knowledge and expertise.

Launch Navigation

1

Material Share

Conduct a mini-interview with the client to gain a deeper understanding of their product. This step helps us grasp the nuances, features, and unique aspects of what they offer.

2

Understanding the Timeline

Gather information about the client’s project timeline. Knowing their deadlines and milestones allows us to allocate resources effectively.

3

Platform Assessment

Determine which platforms the client supports. Whether it’s web, discord, or other channels, understanding their ecosystem is crucial.

4

Hiring & Training

Recruit and onboard skilled customer service representatives. Training should cover product knowledge, communication skills, and CS best practices.

5

Expert Review & Question Generation

Our team conducts an expert review of the client’s product. We compile a comprehensive list of questions to ensure we cover 100% of the product knowledge before launching the experimental phase.

6

Experimental Phase

Engage in an experimental phase where we actively respond to client tickets and live chat inquiries. This helps us fine-tune our approach.

7

Data Collection & Reporting

Collect data on frequently asked questions, common problems, and customer feedback. Regular reporting ensures we stay informed.

8

Operation & Escalation Process Sheet

Create a detailed process sheet outlining how to handle different scenarios. Define what escalations are necessary and which issues fall under Tier 1 or Tier 2 responsibilities.

Training

100% Of Our Staff Are Crypto Trained

Every single staff member goes through a 4 week intensive and practical crypto training. We even give them crypto to trade and they have regular written examinations in addition to daily presentations.

Week 1

Crypto Fundamentals

Introduction to Bitcoin and blockchain

History of Money

Creation of Bitcoin and early cryptocurrencies

Launch of Ethereum and new crypto assets

Bitcoin mining and proof of work vs proof of stake (Each employee receives crypto which they need to trade, transfer, stake ,etc.)

Week 2

Practical Crypto

Crypto derivatives including perpetual swaps

Crypto lending, borrowing, yield products

Stable coins and CBDC

DeFi and NFTs

Crypto ecosystem inc. exchanges, custodians, wallets , Polygon/Layer 2 (Each employee undergoes written examinations (available to client to inspect upon request

Week 3

CS Training

Customer support etiquette and client centered approach

"Ritz Carlton" experience and the ACX standards

Client support ticket presentation and tonality

Customer support test ticket responses and review

Week 4

Client Specific

Bespoke for each client but can include:

Presentations from client management to share culture and expectations

Specific system training

Ultimate Security measures

Trusted By

Frequently Asked Questions

How do clients communicate with your team throughout the project lifecycle?

Clients communicate with our team through various channels, including email, phone calls, video conferences, and project management or CRM platforms like Asana or Slack. We ensure consistent communication and updates throughout the project lifecycle to keep clients informed about progress, milestones, and any potential issues.

What qualifications and experience do your team members possess?

Our team members possess diverse qualifications and extensive experience in their respective fields. We have professionals with backgrounds in customer service, crypto, technical support, sales, and various other domains.

How do you measure the long-term impact of your services on client success, beyond immediate outcomes?

We track client retention rates, customer satisfaction trends, and ongoing engagement post-project completion. This enables us to measure the lasting impact and continuous value our services provide

What security measures are in place to protect client information?

Protecting client information is a top priority for us. We employ industry-standard security measures such as encryption, firewalls, and access controls to safeguard sensitive data. Additionally, all team members are required to sign non-disclosure agreements (NDAs) to maintain confidentiality.

What measures do you have in place to ensure the quality of work delivered?

To ensure the quality of work delivered, we have robust (QA) quality assurance processes in place. This includes regular performance evaluations, peer reviews, and adherence to industry best practices. Additionally, we encourage client feedback at every stage of the project and use it to continuously improve our services.

Boost Your Crypto Potential with ACX International