Funded Trading Plus Boosts CSAT to 93% and Reduces Workload by 18% with AI

1. The customer

Funded Trading Plus (FT+), founded in 2021, is a leading platform in the financial industry. FT+ helps aspiring traders prove their skills and earn commissions in real-world environments.

Operating across North America, Europe, and Asia, the company offers 24/7 trading evaluations that attract traders worldwide. The company's mission is to provide the best possible environment for traders to grow their skills and showcase their talent.

2. The problem

As Funded Trading Plus aimed to lead the industry in customer service, rapid global growth brought a new challenge: handling ahigh volume of inquiries.

During market fluctuations, the volume of daily chats grew significantly, making it difficult to provide fast, high-quality support.

They needed a solution to help them stay ahead, offering top-tier service while managing costs efficiently.

“ChatBot has helped us save our 5-star reputation during a major industry-wide disruption when we had to resolve 15x more chats overnight.”

3. The audit

With a focus on customer experience and efficiency, FT+ teamed up with Text to analyze their support workflows. Text identified key areas where automation could save time and boost satisfaction.

The goal was simple: create a seamless support experience for users in different time zones and languages while ensuring the system could maintain high quality.

“We believe in good customer service, not how quickly we can get people in and out of chats. With Text, 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.”

4. The solution

The perfect combo of AI and human-to-human relations

The company's founders believed balancing AI and human interactions is crucial in premium customer service. As a result, FT+ implemented a combination of ChatBot, HelpDesk, and LiveChat to optimize customer support:

Stepped in for more complex issues, escalating them to agents when needed.

Handled routine inquiries, guiding users and resolving over 10K chats per month.

Ensured smooth case management, helping FT+ reduce response times.

This integrated solution maintained a 93% customer satisfaction rate, even during peak traffic, while improving overall efficiency and service quality across global time zones.

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,  Chief Strategy Officer, FT+

5. The result

By automating 18% of all support interactions, FT+ significantly reduced the workload of their human agents.

During a major industry disruption in 2024, ChatBot managed a 1500% increase in inquiries, ensuring that customers remained informed and supported. Moreover, combining AI automation and human support helped FT+ keep a 5-star reputation while competitors struggled.

By automating routine tasks and ensuring smooth transitions to live agents when needed, FT+ maintained exceptional service quality, reduced response times, and achieved impressive customer satisfaction — all while handling 125K yearly chats.

10,000 chats monthly

were managed by ChatBot, handling routine inquiries and guiding users.

24/7 availability

ensuring customers in various time zones receive timely assistance.

93% CSAT

was maintained even during peak traffic periods.

70% of inquiries were resolved by ChatBot

reducing the need for live agent intervention.