QA Package
Optimize your customer service operations with our specialized QA support for internal teams.
Why Choose Us?
ACX Insights
Leverage our ACX insights to gain a competitive edge. Our experts analyze customer interactions and feedback to provide actionable insights that drive continuous improvement and customer satisfaction.
Higher CSAT & Response times
Our QA analysts ensure your team delivers consistent, high-quality support, leading to happier customers.
Error Reduction
Our QA package helps identify and correct mistakes before they reach your customers, minimizing errors and enhancing reliability.
Coaching your team
We provide ongoing coaching and feedback to your team, ensuring they are always up to date with best practices and new technologies.
Data-Driven Insights
Our QA analysts use data to identify trends and areas for improvement, helping you make informed decisions to optimize your support operations.
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
Checklist Creation
Ensure timely and effective monitoring and response to all community activities and issues.
Scoring System
Develop and distribute comprehensive FAQs and relevant information to keep the community well-informed.
Trend Analysis
Provide detailed reports and strategic insights on community engagement, growth, and trends to inform decision-making.
One-On-One Sessions
Create macros to automate repetitive tasks, enhancing efficiency and productivity.
Agent Categorization
Develop a comprehensive FAQ section to address common customer queries and reduce support load.
Action Plans
Provide detailed monthly reports on key metrics to help you track performance and make informed decisions.
Resource Proofreading
Design and implement Key Performance Indicators (KPIs) tailored to your specific business goals and needs.
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
Ultimate Security measures
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.