24/7 Support for Your
Crypto Platform
With 360° Data-Driven Analytics. Multilingual support that resolves issues fast, enhances user satisfaction, and drives platform success.
Our Key Features
Resolve issues faster, cut backlogs, and boost user satisfaction - because happy users drive trust, retention & growth.
24/7 Multichannel Support
Always-on assistance via tickets, live chat, and email, with swift escalation for high-priority issues.
Comprehensive Setup and Integration
End-to-end support system design (Zendesk, Intercom), custom workflows, and seamless integration with your existing tools.
Technical Issue Resolution
Expert handling of wallet sync issues, transaction errors, and security concerns, plus Tier 2 support for complex cases.
Multilingual Expertise
Support available in 10+ languages, including English, Spanish, Chinese, French, Russian, and more.
Knowledge Base Development
Creation and management of FAQs, self-help articles and troubleshooting resources.
Quality Assurance and Analytics
Creation and management of FAQs, self-help articles and troubleshooting resources.
Incident Management
Structured processes to handle ticket surges during outages, preventing chaos and downtime.
Audit & Gap Analysis
Identify inefficiencies and risks before they become costly problems.
What we’re doing
Here’s how we transformed customer support for our clients:
73% - 92%
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Satisfaction rate achieved
52% - 73%
First-contact resolution rate.
16min - 11min
Average first reply time.
10x
Faster response times.
Customer Support with ACX VS.
Internal Hiring
Crypto Expertise
Cost Efficiency
Scalability
24/7 Global Coverage
Time to Implement
Risk of Burnout
Industry Best Practices
- Specialized agents trained in wallets, transactions, and security.
- No recruitment or long-term retention overhead; pay only for what you need.
- Quickly adapt to market changes or user surges with flexible support models.
- Around-the-clock support in 10+ languages without gaps.
- Rapid setup with proven frameworks and processes.
- Scale your support team in as little as 2 weeks.
- Leverage insights from working with multiple crypto platforms.
- Difficult and time-consuming to find and train staff with deep crypto skills.
- High recruitment, training, and retention costs
- Slow and resource-intensive to scale (hiring, onboarding, training).
- Limited by in-house schedules and time zone constraints.
- Lengthy hiring and onboarding cycles for new or replacement staff.
- Internal teams can be easily overwhelmed during peak or crisis periods.
- Lack crypto-specific benchmarks and best practices.
Customer Support Launch Navigation
Product Discovery
Conduct a brief interview to understand the platform’s features, nuances, and unique value.
Timeline Review
Confirm deadlines and milestones to allocate resources efficiently.
Platform Assessment
Identify supported channels (web, Discord, etc.) for a cohesive support strategy.
Hiring & Training
Onboard and train agents in product knowledge, communication, and crypto support best practices.
Expert Review and Q&A
Perform a deep dive on the product and compile a comprehensive knowledge base before going live.
Experimental Phase
Respond to real tickets and live chats to refine processes and strategies.
Data Collection & Reporting
Track FAQs, issues, and feedback, providing regular updates for continuous improvement.
Operation & Escalation Guide
Define scenarios, Tier 1/Tier 2 responsibilities, and escalation paths for smooth operations.
Our Training program
Blockchain Basics
Core understanding of blockchain technology and its real-world applications.
Wallet Operations and Security
Addressing synchronization, recovery processes, and security best practices.
Token and Transaction Support
Explaining token utilities: staking, governance, and integration.
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Community and User Engagement
Best practices for moderating platforms like Discord and Telegram.
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Fraud Prevention and Incident Handling
Recognizing and mitigating phishing, scams, and unauthorized activities.
Why Choose Us
Trusted by fast-growing startups and global leaders in the crypto industry
Our team is adept at managing complex products, providing specialized support and solutions.
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We have extensive experience handling large crypto gaming communities, ensuring robust support and engagement
We bring experience from top centralized exchanges(CEX), ensuring high standards of service and reliability.
We efficiently manage KYC processes and inquiries for new platforms, ensuring compliance and smooth onboarding.
Frequently Asked Questions (FAQs)
What makes crypto customer support different from traditional customer support?
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Crypto customer support requires agents who understand blockchain technology, wallets, tokens, and compliance workflows. Unlike generic industries, crypto platforms face unique challenges such as KYC/AML checks, wallet recovery, scam prevention, and community moderation across Discord and Telegram. At ACX, our teams are 100% crypto-trained to resolve these specialized issues quickly and accurately.
How does ACX provide 24/7 crypto customer support across multiple languages?
ACX operates on a follow-the-sun model with 200+ trained professionals covering all time zones. Our teams deliver round-the-clock crypto customer support in 10+ languages, including English, Spanish, Chinese, Russian, and French. This ensures that no matter where your users are located, they always receive fast, localized assistance without delays.
Can ACX handle technical crypto issues like wallets, transactions, and KYC processes?
Yes. Our support agents are trained to handle crypto-specific technical issues such as wallet synchronization, transaction delays, staking questions, and security concerns. We also manage user verification and KYC inquiries, ensuring compliance with regulatory requirements while keeping the onboarding process smooth for your customers.
Why should crypto exchanges and Web3 platforms outsource customer support instead of building in-house teams?
Outsourcing crypto customer support saves time, cost, and resources compared to building an in-house team. Hiring, training, and retaining crypto-savvy agents is challenging and expensive. With ACX, you gain instant access to a scalable, crypto-native team that operates 24/7, reducing overhead while improving response times, quality assurance, and user satisfaction.
How quickly can ACX set up a dedicated crypto customer support team for my platform?
ACX can set up your full crypto customer support operations in as little as two weeks. We handle tool integration (Zendesk, Intercom, etc.), workflow design, escalation paths, FAQ and knowledge base creation, and agent training. This means you can go live quickly with a professional, crypto-focused support system that’s ready to scale as your user base grows.
Your users deserve 24/7 crypto-native support.
Get a quote!
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