A very big change is taking place in our customer service center. We are changing our customer service ticketing and live chat programs to better assist none other than you!
eToro is moving to a ZenDesk ticketing system and Zopim live chat system.
So what does this mean for you, the user? Our new service system will allows us to better manage your requests and assist you more quickly and efficiently.
IMPORTANT NOTE: Please note that during the day of the change, Sunday, September 7th 2014, the ability to open tickets and live chats will be limited. We are here to support you, but we recommend that should you have any issues to record the information and wait until the transfer is complete before opening any tickets. During this time the market is closed so there should be no urgent issues.
As a result of this migration, after September 6th any replies to the email sent previously about your currently open CRM tickets will not reach us!
If you wish to continue with your currently opened case, you will receive a new email and you must then reply to that specific email. Your reply will be automatically entered as a part of the original thread.
If you do not receive an email, we recommend that you open a new case after September 7th.
We understand that the day of the change the limitations may be frustrating for a very short period of time, but it will be worth it to better assist you in the future.
Here are some of the benefits of our new support systems that we are very excited about:
1. Improved stability
Our systems will be more stable in assisting you with less down times and constant upgrades. Everything will run faster allowing us to get more accomplished in a shorter amount of time and provide you with answers more quickly.
The ZenDesk ticketing system is also frequently updated automatically to ensure a continuous top quality program over time so that we will never work with any outdated technology.
2. Better language support
For non-native English speakers, in the rare case when there are no customer service representatives available in your language, the Zopim live chat system will allow us to use Google Translate if the matter is urgent. Of course we prefer to have representatives to assist you in your native tongue; however, we understand that sometimes the pressing issue just can’t wait. Google translate can be enabled directly in the chat allowing us to assist you on the spot!
***Please note however, that we recommend for you to speak with representatives in your native language to avoid any miscommunications***
3. Improved Customer Service Center
The Service Center, when logging in to open a ticket, will have the same functionality but improved efficiency.
4. Improved ability in the chat systems
Our improved and smarter chat system will allow us to do more directly in the chats. For instance, you will now be able to send us your documents right in the chat, and we will be able to upload them to your account for you. No more telling you to reply to emails or open a new ticket – you can send them right then and there.
5. Satisfaction surveys
At the end of our chats and now tickets as well, you will be able to take the satisfaction survey to send us feedback ensuring our quality.
We know that you all will be as happy as we are with the switch, however, should you have any further questions please let us know, and we will be happy to answer them for you.
Regards,
eToro Customer Service team