Customer service in the Forex and CFD industry is fundamentally different from support in traditional digital businesses. Support teams must handle inquiries related to pricing, execution, margin, order status, platform behavior, and account issues — often under strict time pressure and during high market volatility.
Traditional ticketing systems lack awareness of trading context. Support agents are forced to switch between CRM tools, trading platforms, and back-office systems to understand a single issue. This fragmented workflow increases response time, introduces operational risk, and negatively impacts customer satisfaction.
Using FiSDK and APIs for Support Workflows
Fintechee CRM addresses these challenges through FiSDK and broker-grade APIs, enabling fully integrated and automated support workflows.
FiSDK provides a set of SDKs and client APIs that allow brokers to build custom support tools or extend existing systems. Support actions — such as querying account status, checking order history, or validating trading events — can be performed directly through APIs without manual data reconciliation.
This SDK- and API-driven architecture allows brokers to design support processes that match their operational model while maintaining tight integration with trading infrastructure.
Tracking Service Requests and Resolutions
Fintechee CRM enables centralized tracking of service requests, support interactions, and resolution outcomes within a single system.
Each support request can be linked to the relevant customer profile, trading account, and activity history. This unified view allows support teams to quickly understand context, prioritize urgent cases, and maintain consistent service standards across channels. Managers gain visibility into support performance, response times, and resolution quality.
Linking Support Tickets with Trading Data
One of the most powerful features of Fintechee CRM is the ability to link support tickets directly with trading data.
When a trader submits an inquiry, support agents can instantly access related positions, orders, margin status, and execution details. This eliminates guesswork and reduces back-and-forth communication with clients. By grounding support decisions in real trading data, brokers improve accuracy, transparency, and trust.
Improving Response Time and Customer Satisfaction
By combining CRM logic with trading-native APIs, Fintechee transforms customer support into a proactive, data-driven operation.
Automated workflows reduce manual effort, while real-time data access accelerates issue resolution. Faster response times, higher accuracy, and consistent service experiences lead to improved customer satisfaction and stronger long-term relationships. For Forex and CFD brokers, effective support is not just a cost center — it is a key differentiator.