Team · Customer Support
Customer support that keeps your customers.
A dedicated, office-based team across chat, email, phone and social — trained on your product and tone, resolving issues fast and keeping customers loyal.
Office-based and vetted,
delivering since 2017.
- Tickets resolved34
- Chats answered20
- CSAT91%
- Live chat & tickets
done - Onboarding check-insdone
- 3Escalations resolved…
- 4CSAT report — Fridayqueued
How it works
From your channels to a desk that holds your SLAs.
You set the tone and the targets. We source, train and manage the team that covers your front line.
- 01
Map your desk
Your channels, tone, SLAs and escalation rules — plus the help-desk tools you already run in.
- 02
We source & vet agents
Office-based support reps screened for empathy and skill — you meet and approve the team.
- 03
Train & document
Product training, macros and playbooks built with you, so every reply sounds like your brand.
- 04
Go live, QA & report
Coverage across your channels within SLA — with QA scoring and CSAT reported every week.
A real person replies within one business day.
The split that makes it work
You own the product and the promise. We own the desk that keeps it.
You direct
The product, tone and targets.
- Your product & policies
- Tone of voice & SLAs
- Escalation rules
We handle
The desk behind the front line.
- Recruiting, vetting & training
- HR, payroll & coverage
- QA scoring & CSAT reporting
Our philosophy
We use AI to be more human, not less.
24/7
Coverage available
2017
Supporting since
100+
Businesses supported
Response and CSAT targets are set with you at kickoff and reported weekly.
Everything included
Vetted, office-based & managed
- Email & help-desk support
- Live chat coverage
- Phone & voice support
- Social & community replies
- Ticket triage & resolution
- Onboarding & retention check-ins
- Knowledge base & macros
- CSAT & SLA reporting
“ACXHUB feels like an extension of our own team — responsive, creative and genuinely invested in our results.”
Dedicated · Customer Support
A tiered desk that holds your response times.
Your ACX support desk plugs in under your CX lead — front line, escalation and QA, organised so nothing slips and every reply sounds like you. Your Account Coordinator stays on the side to recruit, manage and QA. Tap any seat to meet the kind of person who’d fill it.
Your CX leadership
Your desk reports to your CX lead and works to your SLAs — front line first, escalation and QA behind it.
Tier-1 front line
Holds first response
Chat, email, phone and social — fast, on-brand first responses within your SLA.
Escalation & success
Owns the hard cases
Complex tickets, onboarding and the proactive check-ins that reduce churn.
Quality & CSAT
Reports to you
Scoring, coaching and the CSAT / SLA reporting that proves the desk is working.
Each seat is an open role we fill — tap a face for its ACX Signal.
How a ticket flows
Middle layer · alongside, not above
Your Account Coordinator works on the side — recruiting, training and managing the desk, handling HR, scheduling, coverage and QA — but they’re not in your reporting line. The desk answers to your CX lead.
- Recruiting
- HR & payroll
- Equipment
- Backup cover
- QA
Ways to work with us
Engage the way that fits you.
One-off, ongoing or a dedicated hire: pick the model that matches how you like to work. Not sure? Book a call and we’ll map it.
Questions
Good to know
Is the support team dedicated to us?
Yes — a dedicated, office-based team trained on your product and tone, not a shared pool. A coordinator oversees quality and SLAs.
Which channels do you cover?
Email, live chat, phone/voice and social — we staff the channels your customers use, at the hours they need.
Can you work in our help-desk tools?
Yes — Zendesk, Intercom, Freshdesk, HubSpot, Gorgias and most platforms. We work in your stack and your macros.
How do you keep quality high?
Documented playbooks, QA reviews and CSAT tracking, reported weekly — with a coordinator owning the relationship.
Let’s put this to work for your business.
Tell us what you’re trying to ship. A real person replies within one business day.