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Funded Trading Plus Achieves 93% CSAT in 125K Yearly Chats and Reduces Workload by 18%
Making high-scale trading accessible for all aspiring investors
Founded in 2021, Funded Trading Plus (FT+) is at the forefront of the research and development of profitable trading strategies within the financial markets.
Their core product allows talented traders to prove their skills in a fully simulated live environment. Upon passing their evaluation, candidates can benefit from simulated profits and receive real-world performance commissions based on their results.
Funded Trading Plus has been successful in gaining market share worldwide. Their largest market is North America, but they have strong traction across Europe, and parts of Asia and Africa. They are a truly global business.
Funded Trading Plus's evaluation programs sell worldwide 24 hours a day, 365 days a year.
To ensure the successful execution of this vision, they chose ChatBot, LiveChat, and KnowledgeBase to create a comprehensive support system that backs up their excellent reputation in the industry.
ChatBot handles about 125,000 chats per year on our website, and this dramatically improves our customer service efficiency.
Jamie Miller, Chief Strategy Officer, FT+
World-class 24/7 support for sustainable business growth
The firm stays agile in its business operations and always looks for possible automations to improve efficiency. The founders implemented a highly optimized AI chatbot to support investors worldwide and across all time zones.
The AI bot, powered by the ChatBot platform, handles about 10,000 chats per month on the fundedtradingplus.com domain, chatting with website visitors and traders operating on the platform.
ChatBot can be easily customized to sell products to visitors and support existing customers 24/7, instantly, and in multiple languages.
ChatBot is a super-efficient AI agent that automates 10,000 chats per month on our platform.
Jamie Miller, FT+
The FT+ chatbot's welcome message is packed with Quick replies presenting all commonly raised topics, effortlessly leading the visitor through the conversation. The bot is also task-oriented and can quickly create a support ticket or transfer the visitor to a live agent.
ℹ️ ChatBot reduces the number of chats handled by agents by 18%.
ℹ️ 100% of all chats are started by the chatbot, which assists customers with additional steps like creating a support ticket or transferring to a live agent using the LiveChat integration.
With ChatBot, we reduced our workload by 18% — this percentage of chats is handled from A to Z by the AI bot. This makes our support team much more efficient.
James Frangleton, Chief Operations Officer, FT+
Funded Trading Plus workflows automated with ChatBot:
- Answering common questions about the firm, the platform, and the trading model.
- Increasing conversion by providing information about demo accounts for beginner traders.
- Building a community by promoting the firm's Discord channel.
- Creating support tickets with automated collection of the data needed for further processing.
- Transferring to live chat agents in case of more complex or unusual cases.
- Providing knowledge base articles with easy in-chat navigation.
- Collecting feedback about the support experience from the visitors.
Keeping a 5-star rating while competitors are drowning
During a significant industry-wide disruption in February 2024 (related to a key tech partner's withdrawal that resulted in outages on many trading platforms), Funded Trading Plus experienced a 1500% increase in customer queries. This surge could have overwhelmed their support team, but the pre-existing chatbot system efficiently managed the spike.
ChatBot has helped us save our 5-star reputation during a major industry-wide disruption when we had to resolve 15x more chats overnight.
Jamie Miller, FT+
The FT+ chatbot autonomously handled repetitive questions and delivered crucial information about the disruption. It ensured customers were immediately informed about the current situation, which resulted in them keeping trust and continuing to use the platform.
We reach a 93% satisfaction rate in chats automated with ChatBot. This is a key factor leading to our excellent reputation in the industry.
Jamie Miller, FT+
When the crisis erupted, the founders immediately engaged the support team to help with the chatbot flow adjustments so it would adequately serve customers. Their knowledge was priceless, and thanks to ChatBot's no-code Visual Builder, the chatbot flow was immediately adjusted to assist customers properly.
Our customer inquiries went up by 1500% during a major industry-wide disruption, resulting in key infrastructure outages, and we used ChatBot and LiveChat to handle this traffic. Our frontline guys were involved to ensure that the chatbot provided customers with a clear path to find necessary information. We managed to maintain an excellent rating on TrustPilot while our competitors’ ratings tanked during that time.
Jamie Miller, FT+
The perfect combo of AI and human-to-human relations
The firm founders believe that balancing AI and human interaction is crucial in premium customer service. A chatbot can efficiently handle repetitive tasks and unload the queue, allowing human agents to engage in more complex interactions. This synergy ensures quick resolution of customer inquiries and maintains the personal touch in customer service.
We believe in good customer service, not how quickly we can get people in and out of chats. With ChatBot, we don’t have to compromise that — we can build something that makes customers spend less time resolving their queries and still get a premium experience.
James Frangleton, FT+
ChatBot collects essential data through specific questions, ensuring complete support tickets and reducing resolution times. The FT+ team created dedicated flows for customers to follow in chats, ensuring that the ticket submission process or reaching an agent is intuitive and manageable.
ChatBot is a key part of our customer service system thanks to its ability to triage repeatable queries and more unusual or significant issues. ChatBot complements human interactions, as it can pre-collect all the data necessary to process the query and deliver it to our team within the customer ticket.
Jamie Miller, FT+
Want to automate chats with AI in your fintech business?
Funded Trading Plus leads the industry in its approach to delivering 5-star customer service.
Do you want to see how AI can transform your customer service? Sign up for free and start a 14-day ChatBot trial today.
