There are multiple reasons why you should offer live chat for your brokerage. At the moment, you might not be fully convinced to take this step, but that will likely change by the end of this article. You already use email, social networks, and phone calls to communicate with traders and IBs — so why consider adding another customer service tool such as a modern broker chat solution?
Every day, more and more companies start adding live chat services to their websites. They’ve realized that it connects better with clients, whether local or international. Consider what your traders actually need: multi-language support, reliability, and — above all — speed. And this is where live chat becomes essential.
MAIN REASONS TO OFFER LIVE CHAT
We’d like to differentiate between support chat and sales chat.
FASTER ANSWERS
Today’s traders expect quick customer support. The trend is even more pronounced in financial businesses such as forex, where brokers and traders need updated information 24/7.
According to SuperOffice, customers can get answers via live chat in under two minutes.
Additionally, there’s no need to hire a large support team. Many broker chat platforms allow you to integrate chatbots that provide instant assistance before redirecting users to live agents. Chatbots offer two major advantages:
- they deliver predictive answers and quick solutions without human intervention
- they route conversations to the correct department automatically
This reduces workload and ensures smooth communication for both traders and IBs.
ECONOMIC CUSTOMER SUPPORT
Contrary to popular belief, live chat is one of the most cost-effective support tools. While call center agents can handle only one conversation at a time, live chat agents can manage four to five simultaneously.
Regardless of your brokerage’s caseload, switching to broker chat significantly increases efficiency while lowering operational costs.
INSIGHTS AND DATA COLLECTED
Live chat is not only a support channel — it’s also an analytics tool tightly connected to your Forex CRM.
Whenever a user registers and starts a chat session, your system automatically links the conversation with the trader’s profile. This gives you a complete view of:
- their activity
- their interests
- their behavior
- their concerns
These insights help you build more precise and more effective marketing strategies.
LIVE CHAT PLATFORMS
Live chat is built directly into the Trader’s Room, although its full functionality requires human involvement. Many broker chat platforms integrate seamlessly with Trader’s Room environments:
- LiveChat – Competitive pricing and popular among younger tech-savvy audiences.
- Intercom – More than just live chat; includes messaging and marketing automation tools.
- GetGobot – Offers 24/7 support but has mid-tier analytics.
- Instabot – Simple, intuitive, includes branching logic for data collection.
- Tawk – A free solution ideal for small brokerages testing basic chat functionality.
IN A NUTSHELL
Live chat gives your traders a convenient, fast, and reliable way to contact you. It’s not only an affordable communication tool — it’s also a direct path to building stronger relationships with your clients. Explore the platforms mentioned above and choose the broker chat solution that best supports your operational and marketing goals.
Get started with a demo now!