Our Mission
At ACX, we believe that customer support is an essential part of the customer acquisition and retention for any crypto business. Our mission is to give you that competitive edge when it comes to customer and compliance support.
We also believe that a scalable and well set-up compliance function is essential to not only avoid downside but also improve customer experience and increase revenues.
Services We Offer
Customer Service
Customer Support
- Ticket and chat support
- Security cases
- Trading inquires
- Deposit / Withdrawal inquiries
- Customer support chatbot optimisation
- 2FA resets & account unlocks
- API inquiries
- General inquiries
(e.g. referral and wallet maintenance issues, email changes)
Multilingual Support
- English
- Arabic
- Mandarin Chinese
- Russian
- Turkish
- Hindi
- French
- Spanish
- Other languages upon request
24/7 live global support
100% Crypto Trained Staff
Compliance Support
KYC Onboarding & Monitoring
- KYC verification flags
- Proof of address verifications
- Sanctions/PEP/Adverse Media checks (e.g. World-Check)
- Suspicious Transaction Reporting (STR) filing preparation
- Ongoing KYC monitoring and flag reviews
Crypto Traceability Monitoring
- Illicit address monitoring (direct + indirect)
- Review of level 1 flags from all major traceability solutions
(e.g. Chainalysis, Elliptic, Merkle) - STR filing preparation
AML transaction monitoring
- Review of AML flags from traceability or compliance solutions
- Sanctions screening
- STR filing preparation
Travel Rule Compliance
- Review of travel rule flags
- Transaction monitoring including sanction screening, originator/beneficiary information compliance
Community Management Support
Chat Group Monitoring
- Monitor chat channels on various platforms
(e.g. Telegram, Discord) on a 24/7 basis to be able to respond to community messages and requests. - As many requests are customer support related, ensure appropriate and prompt response and customer experience.
Social Media Monitoring
- Monitor social media groups and channels (e.g. Twitter, YouTube, Reddit) on a 24/7 basis to be able to respond to community messages and requests.
- Flag any illicit activities (e.g. fake customer support agent impersonators) and take immediate action.
Ambassador Program Management
- Manage community ambassador program or any similar programs to ensure consistency in messaging and quality control.
- Ensure that proper FAQ are in place as well as processes and procedures.