Delivering the Modern Investor Experience: A Conversation with Excent Capital’s Jethran Gómez
Today’s traders expect a lot from a platform: the depth of professional tools with the simplicity of ...
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Driving Strategic Growth Through a Customized Chat Experience
The Customer
Globally regulated broker transitioning into a next-generation multi-asset platform. While historically known as a CFD and Forex leader, the company is expanding its global reach to offer a seamless trading experience across stocks and futures. They serve millions of clients across the EU, Middle East, and North America.
Company ID
- Vertical: Trading Platform
- Market: Worldwide
- Assets Covered: Stock, Cryptocurrencies, Forex, Commodities, Indices
- Supported Languages: English & More
- # of Customers: 400K Active Users
The Challenge
The Broker Faced Four Main Challenges:
- Increase User Acquisition:
Attracting new users through engaging and embedded value-driven solutions. - Streamline High-Volume Support:
Handling growing support requests efficiently while keeping response times fast. - Boost Trading Volume:
Leveraging improved engagement by delivering a better experience. - Becoming a Multi Asset Broker:
Diversifying and cross- selling from CFDs to offer a wider range of financial instruments.
The Solution
Customized Bridget™ – AI Chat for Investments and Beyond
To address these challenges, BridgeWise established dedicated task forces, intern-driven chat for each hurdle, providing comprehensive support through every stage of the integration. BridgeWise introduced a freemium onboarding strategy via BridgetTM to accelerate user acquisition. This journey was designed to drive high-conversion sign-ups by gating premium insights behind registration or login requirements after a set number of interactions.
The Solution Delivers Its Impact Through Four Core Capabilities:
- Freemium Onboarding via Bridget™: Driving high-conversion investor platform sign-ups by requiring registration or login after a certain number of interactions to access premium insights.
- Proprietary FAQ Support Integration: Bridget™ integrates the broker’s proprietary documentation as a support layer, enabling it to handle high-volume queries and streamline workflows.
- CTA within Discovery: BridgeWise integrates real-time insights and context-driven CTAs, guiding users to invest directly during discovery.
- Multi Asset Exposure: Bridget™ makes diverse asset classes accessible on a single platform, helping the broker expand as a multi-asset broker while giving investors the confidence to trade with rationale-based insights.
The Results
Through Bridget™’s integration, the broker achieved operational scalability and higher user engagement, driving strategic growth with a tailored conversational experience.
