Today’s clients are much more sophisticated and discerning than ever before. They also have much more choice when it comes to online trading. This means brokers must upgrade the trading experience they offer, and provide support that meets the dynamic and evolving needs of today’s online traders.
IronFX, in its ongoing mission to give its clients an industry-leading experience, has not only predicted these trends but also responded to them quickly, leading the charge in the changing customer support landscape.
Here’s how the veteran broker is completely redefining the customer support experience.
Always Available 24/5
Markets are open around the clock, five days a week. Being available to your clients during those hours is paramount to an exceptional client experience for a couple of reasons. It’s usually during trading hours that most clients will have an inquiry, concern or need assistance.
Imagine a trader trying to deposit and having issues with their bank or card. Or their internet connection failing before a deposit is completed. A quick chat or call will help both mediate and fix this situation, giving the client a satisfying outcome. On a psychological level, even if they don’t require support, knowing that help is there if they need it, can be very reassuring. This is further amplified with new or novice traders.
Omnichannel Customer Support
Today’s client demands a lot of choice. This extends beyond asset, product, and platform choice; it also includes available channels of communication. For further context, according to Zendesk (one of the most widely used helpdesk solutions), 50% of clients use the phone to reach out to a service team. Salesforce data paints a slightly different picture: 78% of customers use text messaging for communicating with a company. Additionally, Saleforce says 82% use a native mobile app to get in touch with a company.
All those numbers are significant enough to be noteworthy, even if they are slightly different. The discrepancy may be due to different industries, products, age groups, or even the urgency of assistance needed. IronFX ensures that its clients have multiple ways to reach out for the support they need, including email, phone, live chat on web, and in-app. Live chat also give clients immediate access to support when they need it.
Global Client-Base, Global Languages
Being able to communicate with your clients in their own language allows your support team to more effectively answer potentially complex questions about markets, trading, and funding. Another benefit of multilingual customer support is that clients express themselves more comfortably in their native language, minimizing frustration and potential anxiety.
This has even more of a positive impact when the client in question has an issue that affects their account, portfolio, or funds. IronFX offers a selection of 30 support languages to their millions of retail clients around the globe.
Comprehensive Support
IronFX not only directly supports its clients, but it also gives them access to the IronFX Academy. This useful educational platform features videos, webinars, free ebooks, and even complete courses. This helps new and experienced traders further develop their skills, understand technical and fundamental analysis, and hopefully achieve their goals.
The broker’s Forex News section features the latest market news, outlooks, trading-related articles, and analyses. Some more in-depth articles look into the most frequently traded stocks, currencies, and commodities.
IronFX’s support is offered through their FAQ section. Here, traders can find answers to commonly asked questions regarding opening accounts, funding, trading, and platforms. This section also features a convenient search bar, so traders can quickly search if the answer they are looking for is published.
IronFX’s Next Generation Customer Support
With 15 years of experience, IronFX knows how to forecast, adapt, and set the bar incredibly high. Their ability to predict trends and get ahead of them is exactly why IronFX stands out and remains industry-leading after almost two decades.
If you want to experience how IronFX is evolving the customer support experience, access a huge library of educational materials for traders, and see the exceptional conditions it offers, sign up here or get in touch with them!
Today’s clients are much more sophisticated and discerning than ever before. They also have much more choice when it comes to online trading. This means brokers must upgrade the trading experience they offer, and provide support that meets the dynamic and evolving needs of today’s online traders.
IronFX, in its ongoing mission to give its clients an industry-leading experience, has not only predicted these trends but also responded to them quickly, leading the charge in the changing customer support landscape.
Here’s how the veteran broker is completely redefining the customer support experience.
Always Available 24/5
Markets are open around the clock, five days a week. Being available to your clients during those hours is paramount to an exceptional client experience for a couple of reasons. It’s usually during trading hours that most clients will have an inquiry, concern or need assistance.
Imagine a trader trying to deposit and having issues with their bank or card. Or their internet connection failing before a deposit is completed. A quick chat or call will help both mediate and fix this situation, giving the client a satisfying outcome. On a psychological level, even if they don’t require support, knowing that help is there if they need it, can be very reassuring. This is further amplified with new or novice traders.
Omnichannel Customer Support
Today’s client demands a lot of choice. This extends beyond asset, product, and platform choice; it also includes available channels of communication. For further context, according to Zendesk (one of the most widely used helpdesk solutions), 50% of clients use the phone to reach out to a service team. Salesforce data paints a slightly different picture: 78% of customers use text messaging for communicating with a company. Additionally, Saleforce says 82% use a native mobile app to get in touch with a company.
All those numbers are significant enough to be noteworthy, even if they are slightly different. The discrepancy may be due to different industries, products, age groups, or even the urgency of assistance needed. IronFX ensures that its clients have multiple ways to reach out for the support they need, including email, phone, live chat on web, and in-app. Live chat also give clients immediate access to support when they need it.
Global Client-Base, Global Languages
Being able to communicate with your clients in their own language allows your support team to more effectively answer potentially complex questions about markets, trading, and funding. Another benefit of multilingual customer support is that clients express themselves more comfortably in their native language, minimizing frustration and potential anxiety.
This has even more of a positive impact when the client in question has an issue that affects their account, portfolio, or funds. IronFX offers a selection of 30 support languages to their millions of retail clients around the globe.
Comprehensive Support
IronFX not only directly supports its clients, but it also gives them access to the IronFX Academy. This useful educational platform features videos, webinars, free ebooks, and even complete courses. This helps new and experienced traders further develop their skills, understand technical and fundamental analysis, and hopefully achieve their goals.
The broker’s Forex News section features the latest market news, outlooks, trading-related articles, and analyses. Some more in-depth articles look into the most frequently traded stocks, currencies, and commodities.
IronFX’s support is offered through their FAQ section. Here, traders can find answers to commonly asked questions regarding opening accounts, funding, trading, and platforms. This section also features a convenient search bar, so traders can quickly search if the answer they are looking for is published.
IronFX’s Next Generation Customer Support
With 15 years of experience, IronFX knows how to forecast, adapt, and set the bar incredibly high. Their ability to predict trends and get ahead of them is exactly why IronFX stands out and remains industry-leading after almost two decades.
If you want to experience how IronFX is evolving the customer support experience, access a huge library of educational materials for traders, and see the exceptional conditions it offers, sign up here or get in touch with them!
