Speed Is Trust
In prop trading, when a customer has a question about their account, challenge, or payout — every second matters. Slow support = lost customers.
The Metrics That Matter
We track four things religiously:
- First response time — target: < 20 seconds
- Average resolution time — target: 5 minutes
- CSAT score — target: 90%+
- Reopen rate — target: < 5%
How We Get There
Dedicated Agents
No sharing. Your agents work only on your product. They know your rules, your edge cases, your tone.
Knowledge Base First
Before an agent starts, we build a comprehensive KB with macros for common questions. This isn't lazy support — it's fast support.
QA & Coaching
Weekly reviews of ticket quality. What went well, what didn't, what to improve. Continuous improvement, not set-and-forget.
Multi-Channel
Customers reach out wherever they are: live chat, email, Discord tickets, social DMs. Same quality, same speed, everywhere.
The NDA Factor
Every agent signs an NDA. Your customer data, trading strategies, and business information stay private. Always.
The Cost of Bad Support
One frustrated trader tells 10 people. One happy trader tells 3. The math is simple: invest in support or pay in churn.
Let's build your support team. Book a call.
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