Admiral Markets talks to FinanceFeeds about new remote client support software

FCA regulated retail FX company Admiral Markets has today announced that it is to begin offering remote assistance to traders.

According to the company, this initiative is intended to simplify the relationship between company and trader, and help avoid lengthy or repeated telephone calls.

The new remote support software also gives traders real-time support in learning how to use the MetaTrader 4 basic and Supreme edition platforms from anywhere, on computer.

In order to take a closer look at this new software, FinanceFeeds spoke today to Berlin-based Jens Chrzanowski, a UK Client Support Officer at Admiral Markets.

It is imperative these days to ensure good methods of contact between client and broker, therefore, please let me know some further information about remote assistance.

Most of the complaints or support requests of traders and beginners in retail Forex are technical problems. Sometimes they are easy, sometimes they are difficult, and quite often it is not easy to explain in words, what the issue is.

Therefore, a remote service shows you 100% the same view that the client has. The full screen. This way it is easier to find bugs, errors or typical mistakes which would otherwise be very hard to locate.

With regard to the cost-saving advantage of remote assistance, how will it engage users (retail traders) better and ensure that the operating costs are kept down at Admiral Markets?

Most brokers have client support, the usual lines to get in contact for that being via telephone and email.

While the new remote system does not necessarily help to keep costs down, it makes working with customers more effective. Solving problems faster and more conveniently gives customer agents more time to help other clients or do their other tasks.

As a customer retention tool, how useful is this, and what is Admiral Markets view on automated retention methodology?

Most clients like the idea of a remote control service! The client contacts the service team because he can see a problem, so if the broker has some method to clear such a problem as fast and as easily as possible, any client should impressed and satisfied.

Most people have in the past had a problem with his computer, and was disappointed and it can be frustrating having to try to explain that to a service department which cannot see what the exact problem is. Now imagine: you could call a free service and the team helps you live, in minutes, directly at your point, at your PC.

Admiral Markets UK will operate in this manner from now.

In a very crowded retail FX sector with many similar products, how do you view educational tools and user-friendly interaction between customer service departments and end users as an important value proposition?

Forex & CFDs are an online product (traded online), and online support is the obvious service for that.

Education tools, such as webinars as well as user friendly interaction e.g. using remote support to help clients conveniently or providing cutting edge technology to improve the trading software, are the most important tools to stand out in the crowd for us.