Online broker-dealer TradeKing today announced, along with Parature, a leading provider of cloud-based customer support software, that its clients now can access its award-winning customer support1 via a new dedicated support tab on TradeKing's Facebook page.
TradeKing is the first brokerage to offer the new fully-integrated, social support feature, which is powered by the leading application for direct one-to-one customer engagement through Facebook, Parature for FacebookTM.
Repeatedly recognized by top national business press for outstanding customer service, TradeKing has a history of innovating in the service channel, interacting with clients via live chat and social media within its online brokerage environment. Its new customer service offering on Facebook gives clients one more convenient channel to connect with TradeKing's support team by letting them initiate a live chat session, send an email query or open a service ticket, right from the Facebook page with the same ease and security as being logged into TradeKing's website.
"We believe the key to great customer service is delivering fast, friendly and knowledgeable support through the most relevant channels, including the traditional channels such as phone and email and not-so-traditional such as Facebook," said Dave Dusseault, Vice President, Brokerage Operations and Customer Service for TradeKing. "We've seen first-hand through our Trader Network what a powerful tool social media can be in enhancing client education, engagement and satisfaction. As the world becomes increasingly more social and mobile, we'll continue to look for new ways to stay at the forefront in customer service."
With Parature's cloud-based customer support and engagement software, TradeKing now uses a complete, multi-channel system for efficiently and cohesively managing all of its support functions and, as a result, improving processes across customer support, operations, technology and development. TradeKing customers can receive direct support through Facebook now by visiting facebook.com/tradeking.
"TradeKing is a best practices provider of customer support, and as an innovative company, they understand the need for meeting their customers where they are, whether it is on Facebook, on the phone or enabling self-service issue resolution," said Duke Chung, Chief Strategy Officer and Founder, Parature. "We are very excited that TradeKing selected Parature to meet the needs of the evolving customer through every communication channel available in the market today."