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
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.
Understanding the Timeline
Gather information about the client’s project timeline. Knowing their deadlines and milestones allows us to allocate resources effectively.
Platform Assessment
Determine which platforms the client supports. Whether it’s web, discord, or other channels, understanding their ecosystem is crucial.
Hiring & Training
Recruit and onboard skilled customer service representatives. Training should cover product knowledge, communication skills, and CS best practices.
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.
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.
Data Collection & Reporting
Collect data on frequently asked questions, common problems, and customer feedback. Regular reporting ensures we stay informed.
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.
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
Trusted By
Frequently Asked Questions
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.
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.
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
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.
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.