Case Study: SureTrader improves support quality and scale with Deskpro

How a leading international online stocks trading platform uses Deskpro

SureTrader, a global online stock trading platform and division of Swiss America Securities, needed to improve the quality and scale of customer support while handling sustained growth and preparing for a new brand launch. Before Deskpro, the company used Livezilla, but its desktop-only setup, limited reporting, and inability to support several live chats and tickets per agent made it hard to keep up with more than 10,000 chats per month and over five thousand calls per month.

SureTrader moved from an on-premise setup to Deskpro Cloud, which gave agents a familiar interface, easier access, and stronger reporting. With Deskpro, the team could manage several tickets and chats at once, focus more on service quality, and track productivity by individual, team, and department. After more than a year, SureTrader said Deskpro helped them deliver support at speed and scale, while also supporting a new multibrand launch for European clients.

SureTrader

Janay Pyfrom-Symonette

CMO