Case Study: NinjaTrader

Over 40,000 brokers depend on NinjaTrader for their livelihood. Learn why NinjaTrader depends on HelpSpot.

Customer Since

2008

Agents

150

Tickets Answered

1,000,000+

Canned Responses

560

Financial market trading is a high volume, high dollar business with little room for errors. Brokers rely on platforms, such as the Ninja Trader family of products to process accurate and to-the-minute trade transactions. Since 2008, Ninja Trader has been using HelpSpot to provide quick and accurate support the 40,000+ brokers and sales partners.

The average monthly inquiry volume of around 17,000 is easily handled by HelpSpot Cloud’s, our hosted support desk option, robust and stable architecture. In the face of such high volume, HelpSpot Cloud has no trouble providing Ninja Traders 150 customer service agents with superior up-time and performance capability.

Time is of the essence for Ninja Traders and and a delay of even a few minutes can mean millions of dollars lost for their customers. HelpSpot Cloud’s key time saving features, like pre-written responses, give their customer service team 550+ full and partial responses to maximize speed response time. Other features such as Filtered Views and Categorization all contribute to the the support team’s initial inquiry response time of 10 minutes--impressive feat given their volume!

Ensuring the support team continues to deliver the superior service their customer’s expect, Ninja Trader management uses HelpSpot Cloud’s integrated agent reporting and aggregate inquiry reporting to for staff coaching and development.

As James Grove, VP of Customer Service, puts it: “HelpSpot is a great tool in assisting us to deliver, timely, accurate and comprehensive customer service.”

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