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The Customer Support Challenge: Armada Markets

May 20 2013
By
Forexbrokerz.com

Week 2 of the Forex Customer Support Challenge starts with a small but ambitious broker: the Estonian Armada Markets. Last week we saw GFT win the weekly challenge with a whopping score of 20 points, and let me tell you – Armada is quite close. 

 
Let's take a look at what strings we played to form an opinion on Armada's customer care reps.
 
Operator Armada Markets Support has joined the chat.
 
Armada Markets SupportHello, my name is Natalja. How can I help you?

Hannah: Hello Natalja, I've never traded forex before and I want to try out your platform but I have some questions first. I have been reading about different forex brokers, and some reviews mention slippage. What's that?

Armada Markets SupportPlease have a look here: [link to Investopedia's article on slippage]

Hannah: I will.
Are you a real person or a robot, Natalja? I would feel a bit awkward addressing a robot by name.

Armada Markets SupportA person :)

Hannah: What's the weather like in Tallinn then?

Armada Markets SupportSunny, a bit foggy, and also cloudy. How is it in your place?

Hannah: It's summer here. I'm still not convinced you're a real person, though, can I ask you another question to be sure? Who won Eurovision the other day?

Armada Markets SupportI don't remember the name of this Danish girl, sorry...

Hannah: That's ok, I believe you now ;)
If I deposit $500, how many trades can I make? I want to trade gold. 

Armada Markets SupportThis will be approximately 0.9 lots.

Hannah: How much is one lot in gold?

Armada Markets Support1 lot is 100 oz

Hannah: So 0.9 is not bad, is it?

Armada Markets SupportNo, its not bad.

Hannah: Cool, cool. One more question: is there a name to rename the trading software? The number 4 brings me bad luck, I don't know if it's a good idea to trade with a platform called Metatrader 4...

Armada Markets SupportCurrently we are using MT4 platform. We don't have plans to offer MT5 in the nearest future.

Hannah: Bummer. Isn't there any other option?

Armada Markets SupportUnfortunately not.

Hannah: Oh. I'll have to think about that then... Maybe if I deposit with my lucky credit card, this will neutralize the 4 a bit. Trading is a matter of luck, isn't it?
 
Armada Markets SupportMight be. Many clients use EA based on old data and different strategies. 

Hannah: What's an EA?

Armada Markets SupportHere is more information: [link to the a page on EAs on Armada's website]

Hannah: So a trading robot then?

Armada Markets SupportYes, a program.

Hannah: That's something I could use until I figure out the whole trading thing... I think that's what I'm gonna do.
Would you mind if I call my trading robot Natalja? I don't want to offend your or anything, it's just that you're very helpful, and it would be very funny because I thought you were a robot at first.

Armada Markets SupportI don't think it will influence your profitable trade. And I am not a robot :)

Hannah: Exactly! I'm calling it Natalja then!
Anyway, thanks for your help! Bye!

Armada Markets Support: You are welcome! Have a nice time!
 
 

The Sentence

 
Response time:
Accuracy of the answers:
Personal attitude: 
Patience: 
Sense of humor:
 
Overall score: 19/25
 
Overall impression: When I saw Natalja give me the link to Investopedia, I thought this would be one of those disastrous conversations, just like the one I had with Pepperstone. To stir things away from me asking questions about trading and getting random links in return, I decided to check Natalja's sense of humor by asking if she were a bot. She weren't offended (I know for a fact that this is a question customer support reps get a lot), and patiently answered my questions about the weather in Tallin, where they are (I had already googled that), and the Eurovision song contest. I should have asked more questions about Eurovision I didn't watch it so that's that. 
 
Natalja's forex-related answers were correct, however she didn't really bother to give me too comprehensive information; on the contrary. 
 
On the plus side, she was very friendly and did her best to keep the conversation going without letting me know how super bored she was – and I could tell she was bored by the excitement her exclamation marks showed when I declared my wish to end our talk. 
 
 
 
More of the Forex Customer Support Challenge: 
SkyFX 
 
TAGS: forex broker  customer service  customer service challenge  best customer support 

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