Customer story
Funded Trading Plus proved 15x traffic doesn't have to cost you 5 stars.
Even with a massive traffic wave, the rating never dropped — and the team never had to grow.
- 125,000
- Chats annually
- 93%
- CSAT rating
- 18%
- Workload reduction
Funded Trading Plus runs 24/7 trading evaluations for aspiring traders across North America, Europe, and Asia, all held to one consistent standard.
- Prop Trading
- 11-50 employees
- Global
- Automate support
- fundedtradingplus.com
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.
The challenge
As Funded Trading Plus aimed to lead the industry in customer service, rapid global growth brought a new challenge: handling a high 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.
Text's AI Agent has helped us save our 5-star reputation during a major industry-wide disruption when we had to resolve 15x more chats overnight.
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.
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 Text's AI Agent, Help desk, and Live chat together to optimize customer support:
AI Agent stepped in for more complex issues, escalating them to agents when needed.
Help desk handled routine inquiries, guiding users and resolving over 10K chats per month.
Live chat 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 Text's AI Agent and Live chat to handle this traffic. Our frontline guys were involved to ensure that the AI Agent 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.
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, Text's AI Agent 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.
Talk to our Product Experts
