Case Study: NinjaTrader achieves 10-minute response times and scalable support for 40,000 brokers with HelpSpot

NinjaTrader depends on HelpSpot

NinjaTrader is a leading provider of electronic trading platforms used by over 40,000 brokers, where seconds can mean millions of dollars in losses. Faced with about 17,000 monthly inquiries and a 150-person support team, NinjaTrader needed a fast, reliable helpdesk that could handle high volume and deliver near-instant, accurate responses.

HelpSpot Cloud became their hosted solution, providing robust uptime and tools—560 pre-written responses, filtered views, and categorization—that cut initial response time to about 10 minutes. The platform also supplies integrated agent and aggregate reporting for coaching; since adopting HelpSpot in 2008 NinjaTrader’s team has answered over 1,000,000 tickets while maintaining consistent, timely service.

NinjaTrader

James Grove

Vice President of Customer Service