In the wake of an unprecedented surge in user engagement following the launch of its 1 Step. 1 Rule campaign and the introduction of new, lower pricing, TopStep, a leading trading platform, is witnessing a significant uptick in the volume of new traders. This influx has led to an increased load on the platform’s Trader Support Team, extending the response time for new inquiries to up to four days.
To effectively manage this challenge and maintain their commitment to excellent customer service, TopStep has initiated several key measures:
- Accelerating the hiring process for additional support staff to improve ticket resolution times.
- Launching a comprehensive Status & FAQ page to provide users with real-time updates and essential information.
- Expanding customer support to 24/7 shifts to ensure timely assistance is always available.
- Ensuring continuous coverage of their Discord channel by staff and moderators to offer round-the-clock support.
- Investing heavily in technological upgrades and infrastructure enhancements to support the growing user base.
TopStep advises its users against opening new tickets for issues that have already been reported, as this could further delay response times. The company remains steadfast in its dedication to delivering an optimal support experience, ensuring that every trader receives the assistance they need promptly.
