ACXPA Customer Service Hub
Write the right reply to any customer in minutes
Pick the situation, tell the Customer Response Coach what happened, and get a reply that sounds like your business at its best.
Every reply starts from a template written by ACXPA's customer service specialists, so the structure is always right.
One of two ACXPA coaches. Answering a complaint? Use the Complaints Coach
Three steps from "What do I say?" to ready to send
- 1
Pick the situation
Choose what happened, the channel, your tone and your answer.
- 2
Tell the coach what happened
One or two lines, without customer names. Emails, phone, card and account numbers are removed automatically.
- 3
Check, personalise and send
Review the checks, add the customer's details on your screen, then copy, download or save.
See it in action
Watch two lines become a reply you'd be proud to send
- 1Pick the situationSituation, channel, tone and your answer.
- 2Tell the coach what happenedOne or two lines. No customer details needed.
- 3Check, personalise and sendThe coach flags what to check. Names fill in on your screen.
The highlighted details fill in on your screen, so the customer's details are never sent to the AI or stored by ACXPA.
Example. The member picked: Delay or late delivery, Email, Warm, Still looking into it. What happened: Order placed 12 days ago, tracking hasn't moved for 5 days. Courier is checking. Customer needs it for a birthday on Saturday.
The coached reply: Update on your order with {{business_name}}. Dear {{customer_name}}, Thank you for checking in, and I'm sorry your order hasn't arrived yet. I know it's for a birthday this Saturday, so I want to be upfront about where things stand. The tracking hasn't updated for five days, and the courier is now checking where the parcel is. I'll update you by [INSERT TIME AND DAY] with what they find, even if there's no news yet. If it can't reach you by Saturday, I'll let you know your options straight away, including [INSERT OPTION, e.g. express replacement or refund]. Kind regards, {{your_name}} {{your_title}} {{business_name}}
Loading the Customer Response Coach…
Two coaches, both included
Handling a complaint? There's a coach built for that too
The Complaints Coach applies ACXPA's complaints handling methods to every reply, and flags when a complaint needs escalating.
Delays, refunds and no-shows are in both. Use the Complaints Coach when the customer is unhappy.
Responses are a starting point. Review every reply before you send it, and for matters with legal implications check your obligations with your consumer regulator or a qualified adviser.
