de | cn | ru

Brokers News

The Forex Customer Support Challenge: ICM Capital

May 22 2013

It's another day of the customer support challenge and today we talk to ICM Capital, a broker that we have a good opinion of. 

Kim, ICM Capital's rep that I talked to, did quite well but at this point I don't have any expectations any more so I might be wrong. One thing is sure, though: I am still waiting for the customer support agent that will dazzle me by being chillaxed, funny, helpful and knowledgeable. 
*** Hannah joined the chat ***
*** Mayur joined the chat ***
*** Kim joined the chat ***

Kim: Hi, welcome to our live chat, how can I help you?
Mayur: hi 

Hannah: Hi. Wow, two people to answer my questions, that's pretty cool! It must be a slow day? 

Kim: lol Actually we have tons of stuff to do, but clients are important to us, but how can we help?

Hannah: Sweet :) 
Hannah: I want to start trading but I have a few questions first. I see that you offer MT4 trading platform. Can you tell me what happens if I accidentally close it? Do i lose my trades? I often close things by mistake... 

Kim: You can only close your trades if you opt to close your trades or you have set a stop loss 
Kim: if you close the application itself, your trades will still be open

Hannah: Oh, that's good – I'll only have to remember to close my trades then.
Hannah: What's the minimum deposit with you guys? How much money do i need to start? 

Kim: $100 is the minimum required to deposit

Hannah: Oh, that's not too much. If i deposit $1,000 tho, how many trades can i open? I think I'm gonna trade gold

Kim: That would be dependent on the leverage you select.

Hannah: What are my options for leverage? 

Kim: 1:100, 1:200 or 1:400

Hannah: Which one would you choose? I'm a beginner and don't know which one is the best leverage. 

Kim: Please visit our website [link]
Kim: I would also suggest that you can see our education centre on our website
Kim: our leverages only apply if you wish to trade forex 

Hannah: I will, for sure – but still, if you had to decide, what leverage would you choose? I read somewhere that high leverage is bad but there was another article that said with high leverage you make more money...

Kim: Sorry, I am not in a position to advise 

Hannah: Ok. I'll do some more reading and i'll decide. You said leverage is only for forex, what else can i trade with you? Is gold forex? 

Kim: gold is not forex 
Kim: Please visit our products page to view our complete list of contract specifications [link]

Hannah: So there's no leverage for gold?

Kim: the leverage for gold is 1:100 by default

Hannah: Do you guys also sell gold? Like, actual gold bars? 

Kim: no we don't offer tangible goods

Hannah: Bummer. It would be cool to buy a gold bar – although I don't know where would i keep it.  If i had a backyard, I could have buried it there lol.
Hannah: One last question: if i trade on my phone and someone calls me when I'm making a trade, what will happen? 

Kim: The platform will still run
Kim: as long as you have placed the trade, then the trade will go through
Kim: if someone calls you and you didn't confirm your trade then your trade wouldn't have gone through

Hannah: Yeah, but what would happen to my phone call? Do I hang up? 

Kim: you can choose whether to answer your call or not

Hannah: Awesome. Thanks for answering my questions, Kim! pleasure talking to you! 

Kim: You're welcome
Kim: is there anything else i can help you with?

Hannah: That's all for now
Hannah: Bye! 

*** Hannah left the chat ***

The Sentence

Response time:
Accuracy of the answers:
Personal attitude:
Sense of humor:
Overall score: 19/25
Overall impression: Kim was quick to answer my question – I only had to wait at one occasion and I am guessing she was checking for the answer so I didn't deduct any points for response time. The answers I got were indeed accurate, however she could have explained to me the pros and cons of high leverage without actually advising. 
Even though she said that customers are important for the broker, she failed to convey any personal attitude. “I want to trade gold” - “Good choice! Keep in mind that we also offer this and that” would have been a complete game changer. 
She was also very patient which is something great for a beginner with a crapload of silly questions. All in all – good job, Kim! 
More of the Forex Customer Support Challenge: 


TAGS: forex broker  customer service  customer service challenge  best customer support 

More news about ICM Capital

Broker Country Regulation Platform Min Deposit Review
$50 Review Website
US NFA, CFTC MT4 $250 Review Website
Cyprus, UK, Mauritius CySec, FCA, FSC MT4, MT5, Web $10 Review Website
Australia ASIC MT4, MT5,
$100 Review Website
Cyprus, Australia CySec, ASIC MT4, MT5 $5 Review Website
UK, Australia, South Africa FCA, ASIC, FSCA MT4, Trading
$50 Review Website
UK, Cyprus, UAE, South Africa FCA, CySEC, DFSA, FSB MT4, MT5, FxPro
$100 Review Website
Cyprus CySEC MT4, MT5, Web $1 Review Website
Belize IFSC MT4, MT5 $100 Review Website
Cyprus, UK, South Africa, UAE CySec, FCA, FSCA, DFSA MT4, MT5, Web $5 Review Website
Cyprus, UK CySEC, FCA MT4, MT5 $1 Review Website
UK FCA MT5 $5 Review Website
UK FCA MT4, Web, MT4
for Mac
$100 Review Website
Australia, UK ASIC, FCA MT4, MT5,
$200 Review Website
UK, Cyprus, Dubai FCA, CySEC, DFSA MT4, MT5, Web,
$100 Review Website

More Forex Brokers News

FXTM Launches 30% Welcome Bonus

Aug 06 2019 13:38:53

  As part of FXTM’s mission to provide clients with an exceptional trading experience, the international broker has launched its latest offering – the 30% Welcome Bonus!   This promotion, available under Exinity Limited, boosts your account by an extra 30% when you deposit $100... Read more

XM parent actively prepares for the launch of its US brand

Jul 03 2019 14:19:28

  Trading Point Group, the owner and operator of the XM brand, actively prepares for the future launch of its US brand Read more

FBS Invites 20 Best Partners To a VIP Party

Jul 02 2019 15:04:24

Partner parties is a great way to get to know company’s local promoters and celebrate loyalty, motivation, and cooperation. In 2019, FBS broker launches the FBS Stars contest with a round trip flight to Russia’s second largest city and a VIP party invitation as a prize. Read more

Vantage Prime will no longer service non-Australian clients

May 20 2019 13:36:39

  Vantage Prime, which is a part of the Vantage FX group, announced it will no longer service non-Australian clients, online media Finance Magnates reported today. The broker’s decision is taken due to regulatory concerns. Read more

Dukascopy warns it has no cooperation with shady broker GCG Asia

May 16 2019 13:29:47

  Swiss forex brokerage and bank Dukascopy has repeatedly warned investors that it is has no cooperation Guardian Capital Asia (GCG Asia) and that the latter is likely involved in a fraudulent scheme. Read more

$75 mln forex Ponzi scam revealed in the US

May 03 2019 16:46:08

The Commodity Futures Trading Commission (CFTC) in the US has filed charges against Florida based Oasis International Group, Oasis Management and Satellite Holdings along with their owners for running a 75 million USD Ponzi scheme, concealed as forex investment program. Read more

Australians lost $86 mln to investment scams in 2018

May 02 2019 17:04:18

Australians lost over 86 million USD to investment scams in 2018 alone – the biggest portion of the almost 490 million USD  in losses from over 378 000 scam reports, the latest report of the Australian Competition and Consumer Commission’s (ACCC) reveals. Read more

FXTM now offers a deposit bonus of up to $5 000

Apr 25 2019 11:10:24

  Global award-winning brokerage FXTM has launched their biggest deposit bonus promotion ever. The broker is now offering an extra 30% back from every amount their traders deposit over a period of 30 days, up to a total of $5,000. Read more

FXTM appoints Han Tan as a Market Analyst for Southeast Asia region

Apr 19 2019 13:28:36

  Global award-winning forex broker FXTM has just announced the appointment of Tan Chung Han (Han Tan) as a Market Analyst. Read more

FXTM gets a license from Mauritius’ FSC

Mar 28 2019 09:59:36

  Award-winning forex brokerage  FXTM (ForexTime) continues its ongoing global expansion. The broker announced it has acquired a license from the Financial Services Commission (FSC) of the Republic of Mauritius previous week. Read more

de | cn | ru