Customer service as a method to increase customer loyalty and retention for Forex CRM Provider
28.10.2022
What happened? What problem did we solve?
Once again, a developer nervously told a support engineer that the issue the customer is experiencing is not on our side. He added that it was at least the 4th time that he was answering this particular question and that it would be worth remembering it. The support manager got offended and replied that he was not sure if the situation was the same, since he did not have their chat history at hand and the question was urgent and required immediate attention. The customer, seeing his request status is not changing, continues to bombard the support team with questions.
Everyone suffered in this context. First of all, the support person, literally torn between chats. The developer suffered from the same repetitive questions, the management suffered from complaints, threats, and eternal emergency mode. The customers suffered, as their questions were left hanging in the air. The situation is quite typical for software providers, where minor bugs, appearing here and there, make everybody nervous, both just because they exist but also because developers are bothered with the same question: well? when?
Messaging apps are evil
“The root of the problem leading up to this situation was the way requests were handled by the support team” says Project manager UpTrader Elena Pinchuk.
“When the company was a small startup, each customer was assigned a personal manager who answered all their questions in a convenient messaging app: Skype, WhatsApp, Telegram, and so on. Maximum ease of communication, instant response. However, when the company started growing, the number of chats increased, and the answers to typical questions got lost in tons of correspondence. Gradually, chaos ensued and the system began disintegrating. Change was triggered when a manager approached the developers with yet another “stupid” question but they decided that the problem was not worth their attention and left work for the weekend. It turned out that the problem was serious, but due to the lack of alerts and status updates they were unable to correctly identify its severity. The team repeatedly apologized to the customer, drew conclusions, and decided that it was time to give up messaging apps and launch a support portal.”
What system we chose
After having researched the market, we decided to try the Help Desk by Atlassian since we already used their task tracker Jira. “We decided to try the system for a month, configuring it so that certain incidents trigger alerts”, continues Elena.
“Within a week, we trained and tested our support team and informed our customers that they could now use this new and convenient system. As expected, some customers were unhappy with the change, because they had to get used to another system. Some had unfounded fears that now it would be even slower and worse”.
After all, before they could just type a quick message and now they had to go to the portal, think how to categorize their issues, leave a ticket, and wait. Every customer has an account. To create a ticket, they have to answer 3-4 questions and specify the urgency and the category: bug, new feature request, etc. The ticket instantly goes into the system. The customer can see how the status of their issue updates from open to in progress and is reassured that their issue is being addressed. It is convenient for both the developers and the support staff that categorization makes it possible to systematically track recurring errors and optimize solutions accordingly. A convenient search function allows the customer to find their issue history in two clicks.
What was the result?
“We limited the ticket resolution time to 48 hours, with 6 hours to first response for non-urgent questions and 1.5 hours for urgent ones. This added predictability and transparency. The speed with which we are working has increased and the number of support tickets has decreased. We don’t feel the need to monitor all the chats anymore and manually go through urgent and non-urgent tasks. A pleasant bonus is the ability to track employee efficiency”, said Elena.
“So far, the system is not ideal”, added CEO UpTrader Vasily Alexeev.
“However, we can already see a significant effect. Satisfied employees, customers, and managers are the key to customer loyalty and sustainable development of the company”.
Đăng ký nhận tin tức
Bằng cách nhấp vào nút này, bạn đồng ý với việc chúng tôi xử lý dữ liệu cá nhân của bạn
Tin tức gần đây
In a bold move to boost security, UpTrader, the leading trading software solutions provider, has announced the introduction of two-factor authentication (2FA) to its UpTrader CRM's Trader's Room, a dedicated personal trader's space.
The two-factor authentication is an additional security layer designed to ensure that traders are the only ones who can access their accounts, even if someone else knows their password. This feature is expected to significantly enhance security, reducing the risk of unauthorized access and potential fraud.
Though this feature comes as part of the new security update, it is turned off by default. However, brokers can easily activate it for their clients via the CRM settings. This provides brokers with the flexibility to customize the security measures of their client accounts, based on their unique needs and preferences.
"We believe that the new two-factor authentication feature is a crucial security upgrade that could greatly benefit our users," said an UpTrader spokesperson. "While our primary objective is to provide a secure trading environment, we also want to offer our users the flexibility to control their own security settings. This enhancement serves to meet both these objectives."
The company hopes that this added layer of security will increase user confidence and satisfaction, ultimately promoting a safer and more secure trading environment.
UpTrader continues to showcase its commitment to the safety and satisfaction of its clients with this new feature. Traders and brokers worldwide will now be able to enjoy an extra level of security, bringing a renewed peace of mind in the fast-paced and often risky world of trading.
26.05.2023
We are pleased to announce that the UpTrader website is now available in Arabic. This recent development aims to provide a more user-friendly experience for our clients in the East, as we continually strive to adapt our services to meet the diverse needs of our global clientele.
UpTrader has already translated its website into several languages, including Chinese, Vietnamese, and Thai. This expansion into the Arabic-speaking market reflects our ongoing commitment to inclusivity and user accessibility.
"By making our website available in multiple languages, we aim to provide a more personalized and convenient experience for our business partners," says the UpTrader team.
The company is already planning to launch more language versions in the near future, as our clients hail from all corners of the world and our geographic reach has been expanding each month.
Stay tuned for more updates as UpTrader continues its global expansion.
24.05.2023
Brokers who are using the cTrader trading platform now have access to four types of bonuses, all designed within the UpTrader CRM system. Therefore brokers can set up trading bonuses in order to attract new clients or encourage existing traders to trade more.
- Deposit Bonus: This is a well-liked bonus type as it's created to incentivize those who make deposits into their accounts. It's a win-win situation - clients get more perks and trading possibilities, while brokers secure a client ready to trade. The broker typically determines the conditions and the bonus amount, such as adding 50% to the deposit amount for deposits ranging from $50 to $10,000. Brokers can set the terms for converting the bonus funds into cash for withdrawal in the 'conversion' field.
- Monthly Interest: This bonus type is also popular as it promotes client loyalty and encourages them to maintain a higher account balance as it becomes more profitable. For instance, a broker can set a required minimum account balance for a specific day of the month. If the requirement is met, a client receives a bonus on their balance. The CRM also sets the conditions for cashing in the bonus.
- Welcome Bonus: This bonus can only be received once by a client. It's a common strategy to drive traffic. Offering free money is an effective way to draw substantial, cost-effective traffic, but whether this traffic can be turned into clients is another story.
- Manual Bonus: The standout feature of a manual bonus is its flexibility. A manager can give it away as they see fit, without any predefined conditions. It's a valuable sales tool and often proves helpful in the moment.
To activate these, simply navigate to CRM Admin, select bonus settings, and fill out the description and condition fields for each bonus.
Read more about White Label cTrader here.
If you have any questions, feel free to reach out to us through live chat or our ticket system. We're here to help!
17.05.2023
Đăng ký nhận tin tức
Bằng cách nhấp vào nút này, bạn đồng ý với việc chúng tôi xử lý dữ liệu cá nhân của bạn