Why is it Important That a Prop Firm has Fast Customer Support?
Quick and competent customer support is vital, it can make or break a trader’s experience. Any delay in response time can lead to loss of trades and revenue, causing major inconvenience to traders.
We held an experiment to see which prop firm has the fastest response time both on live chat and their customer support email. In order to make it fair, we asked the same question to each firm.
How We Tested for Fastest Prop Firm Customer Support
We thought we’d go for a pretty basic question so that the customer support agent isn’t scrambling for an answer. We also wanted to pick a question that applies to all the firms, regardless of what programs they offer. Ultimately we decided to go with ‘Which trading platforms do you support?’
Then came the issue of time zones. We had to find a time that worked for every firm. We determined that 10:00ET would work best for everyone. (Times shown in this article are GMT+3)
We sent every firm the same message on chat, and to their support email, and recorded the response times.
Let’s see the results
Results
The5ers
Live chat message sent: 17:00
Reply received: 17:00
Email sent: 17:23
Reply received: 17:25
A minute after I sent my question to The5ers I recieved an email with my ticket number and their support office hours, as well as how long my inquiry might take. However, one minute after receiving that email, I received another with my answer.
For a full review of The5ers, click here.
FTMO
Live chat message sent: 17:02
Reply received: 17:02
Email sent: 17:24
Reply received: 23:09
For our full review of FTMO, click here.
The Funded Trader
Chat message sent: 17:06
Reply received: 17:06
Email sent: 17:25
Reply received: 17:47
For our full review of The Funded Trader, click here.
E8
Chat message sent: 17:08
Reply received: 17:09
Email sent: 17:27
Reply received: 17:46
Considering I was told that I was 19th in line when I wrote to E8 Funding’s chat, I received a response very quickly. Keep this in mind when messaging E8 and don’t be put off by your number in line.
For our full review of E8 Funding, click here.
Surgetrader
Chat message sent: 17:10
Reply received: n/a
Email sent: 17:28
Reply received: 17:37
When I messaged Surgetrader’s chat, I was told that my message was not understood by their bot, and was asked if I would like to speak to a real person. To which I responded that I did. Seven minutes later (17:17) I was told that my conversation had ended. I gave them a chance and waited around for a while, but it became clear that I was not going to receive an answer.
Conclusion- Which Prop Firm has The Fastest Customer Support
In conclusion, chat responses were very quick. The fastest were The5ers, FTMO, The Funded Trader and E8. I would recommend reaching out to these firms via their chats if you have a quick question. Some email responses took longer than others, I would suggest using the support email for a more intricate question. The fastest email responses were The5ers and Surgetrader.
