The abundance of options means that providing diverse trading instruments or offering competitive prices is the bare minimum, but certainly not sufficient for brokers to expand their clientele or outdo their competitors.
No matter how many operating licenses you have, how robust your trading platform is, or how lucrative your investment packages and themes are, at the end of the day, it is your customer service that will determine how satisfied your clients are.
For this reason, PowerCapital operates under a user-centric approach, striving to ensure that its clients enjoy the ultimate trading and investing experience.
How PowerCapital Goes the Extra Mile to Deliver Unparalleled Customer Service
1) Prioritizing the Client:
Unlike many other brokerage firms, PowerCapital does not see meeting monthly targets and assisting the clients as mutually exclusive objectives.
For this reason, PowerCapital has connected all its social profiles and accounts (Facebook, WhatsApp, Twitter, and Messenger) to its CRM system and corporate helpdesk. This way, every communication is monitored and logged.
Client can express their queries and complaints through tickets; a ticket is opened as soon as a client has an issue, and closed as soon as the problem is resolved. Besides, this integration makes it easier for PowerCapital’s clients to reach out to the platform’s client-service department directly through their devices.
Other than that, the firm has specified the times during which the customer service team is likely to be most responsive. Clients can reach out to the team through multiple modes, including phone, email, and live chat. The company has ready-made email templates that it uses in relevant situations, in order to save time and minimize delays.
PowerCapital has also integrated an AI chat-bot that addresses the most common client queries and concerns, and, in the case of more complicated issues, forwards the client’s message to the client-service department.
1) Eye on the Phone:
Text and email messaging are both convenient forms of communication: the client can check your message whenever they get the chance, while your customer service department can address client grievances at its own pace.
Despite the benefits of these communication modes, PowerCapital believes that it would be unwise to underestimate the importance of the good-old phone call. Not only is a live conversation more dynamic, but it also provides both parties with the chance to obtain valuable information right then and there. Moreover, phone calls also allow PowerCapital to establish a stronger bond with their clients than it would have been possible to establish through a text or email.
Although PowerCapital does use an answering machine, it aims to keep the hold time as low as possible – particularly if the market is undergoing a major event. PowerCapital’s objective is to not lose a single client that comes its way, and keeping the client waiting for too long is very much contradictory to this objective. In the same breath, the firm also makes sure to return every missed call.
2) Seeking Feedback:
PowerCapital is well aware that the best way to ensure continuous improvement is to ask the clients for feedback. This feedback helps the company understand the things it is doing right, as well as highlight the areas where there is room for improvement.
However, since most clients are not particularly eager to volunteer feedback, PowerCapital has designed a short, uniform survey that each client gets to fill. If needed, this survey can be evolved to an open ticket, a phone call, or a live chat. In order to ensure maximum participation, these surveys are kept fun, easy, and simple.
By creating such opportunities for feedback, PowerCapital encourages its customers to express themselves and their thoughts about the performance of the company.
Wrapping Up:
To sum up, clients do not want to see their brokers satisfying the basic requirements; they want to see them as user-centric companies that are willing to go above and beyond to ease their clients’ lives in every way possible. Fortunately, PowerCapital is definitely one of these companies and, if you want to know more about their customer service or go through client reviews, please feel free to visit the platform’s website.
Disclaimer: This is a sponsored marketing content.
