W
About
Acquire is a comprehensive customer support software platform designed for businesses that want to deliver high-quality, omni-channel customer service from a single unified interface. It brings together live chat, SMS, email, voice, and video calling into one agent workspace, eliminating the need to juggle multiple disconnected tools. At the heart of Acquire is a powerful workflow engine that allows support teams to automate routing, prioritization, and queue management based on customer attributes, wait times, and SLA requirements. Agents benefit from a unified conversational view showing the entire history of a customer interaction across channels, along with real-time access to relevant customer data pulled from integrated tech stacks. The platform's video and voice capabilities enable businesses to recreate in-person support experiences directly from a live chat session — ideal for complex issues that require a human touch. Acquire also supports seamless channel switching, allowing both agents and customers to move between chat, SMS, and email without losing context. Acquire is built for mid-market and enterprise businesses focused on improving customer retention, reducing resolution times, and scaling remote support teams. Its flexible API and customizable integrations make it easy to embed into existing CRM and helpdesk stacks. The platform is trusted by a range of companies looking to elevate their support operations with intelligent automation and real-time communication tools.
Key Features
- Unified Omni-Channel Agent Workspace: Agents manage live chat, SMS, email, voice, and video from a single interface with full conversational history and customer context across all channels.
- Intelligent Workflow Engine: Automate routing, prioritization, and queue management based on customer type, wait times, SLA thresholds, and custom attributes.
- Live Video & Voice Support: Launch face-to-face video or voice calls directly from a live chat session, enabling agents to handle complex issues with a personal touch.
- SLA Management & Alerts: Define and enforce service level agreements with automated alerts to ensure response and resolution times stay on target.
- Flexible API & Integrations: Connect Acquire to your existing CRM, helpdesk, and business tools via flexible APIs and customizable integrations to surface customer data in real time.
Use Cases
- An e-commerce business routes high-priority customer complaints to senior agents automatically using SLA-based workflow rules, reducing resolution times.
- A SaaS company's support team launches live video calls from chat sessions to walk enterprise customers through complex product onboarding issues.
- A financial services firm unifies email, chat, and phone interactions into a single agent view, giving representatives full customer history before responding.
- A remote customer support team uses Acquire's channel-switching feature to move a customer from chat to video without losing conversation context.
- A growing startup integrates Acquire with its CRM to surface customer account data automatically during live support sessions, improving first-contact resolution rates.
Pros
- True Omni-Channel in One Platform: Consolidating chat, SMS, email, voice, and video eliminates tool-switching and gives agents complete customer context in one view.
- Powerful Workflow Automation: The workflow engine handles complex routing and prioritization scenarios, reducing manual effort and improving response times significantly.
- Video Support Capability: Native video calling from within a chat session is rare in customer support platforms and allows teams to resolve high-stakes issues more effectively.
Cons
- Enterprise-Focused Pricing: Acquire is positioned for mid-market and enterprise customers, making it potentially cost-prohibitive for small businesses or solo operators.
- Requires a Demo for Full Pricing Transparency: Pricing is not publicly listed and requires booking a sales demo, which adds friction for teams wanting to evaluate the platform quickly.
- Setup and Integration Complexity: Configuring workflows, routing rules, SLAs, and integrations requires dedicated setup time and technical resources to get the most out of the platform.
Frequently Asked Questions
What communication channels does Acquire support?
Acquire supports live chat, SMS, email, voice calling, and video calling — all accessible from a single unified agent workspace.
How does Acquire's workflow engine work?
The workflow engine allows teams to set up automated routing, prioritization queues, and SLA alerts based on rules like customer type, wait time, and custom attributes, helping agents focus on the right conversations at the right time.
Can agents switch between channels mid-conversation?
Yes. Acquire supports seamless channel switching, allowing agents and customers to move between chat, SMS, email, and video without losing the conversation history or context.
Does Acquire integrate with CRM and helpdesk tools?
Yes. Acquire offers a flexible API and customizable integrations that allow it to connect with your existing CRM, helpdesk, and other business systems to surface customer data directly in the agent workspace.
Is there a free trial available?
Acquire offers a free trial for teams who want to evaluate the platform. Full pricing requires contacting the sales team for a custom quote based on your team size and requirements.
