How SWITCH 360 Streamlined Support for Instant Funding

💼 About the Client

Instant Funding is a fintech trading platform offering instant capital to forex and crypto traders around the world. With fast onboarding, real-time evaluations, and user-focused dashboards, Instant Funding empowers traders to scale quickly without traditional barriers.

🧩 The Challenge

As Instant Funding scaled its user base, it faced growing challenges in delivering timely and high-quality support across time zones. These included:

Delayed ticket resolution during high-traffic trading hours
Frequent payout and evaluation-related queries from users in different countries
Chargebacks and dispute handling on payment gateways like Stripe & PayPal
Need for 24/7 live chat and email support with deep platform knowledge

Their lean internal team struggled to keep pace while maintaining compliance and professionalism. That’s when SWITCH 360 came in.

💡 Our Solution

We onboarded a dedicated support team trained specifically on Instant Funding’s platform, trading models, and customer lifecycle. Our agents worked as an extension of their operations and compliance teams.

💳 Services Delivered:

24/7 Live Chat & Email Support
Fast, multilingual responses to evaluation questions, account issues, and payout timelines.
Dispute & Chargeback Resolution
Handling chargeback claims with detailed documentation and evidence submissions via Stripe and PayPal.
Onboarding & Evaluation Support
Guiding new users through platform rules, challenges, and risk guidelines to reduce errors and increase pass rates.
Support Ticket Management
Centralized Zendesk support system monitoring with tagged escalations and SLA-based responses.

📊 Impact at a Glance

Metrics	Before SWITCH 360	After SWITCH 360
Avg. Response Time	16+ Hours	Under 3 Hours
Chargeback Win Rate	~55%	88%
First Response SLA	Missed 70%	Met 95% of Tickets
Customer Satisfaction (CSAT)	3.6 ⭐	4.6 ⭐
Agent Availability	Limited	24/7 Global Coverage

💬 What Instant Funding Says

“SWITCH 360 has been a game-changer. Their team is quick, accurate, and understands the high-stakes nature of our platform. From onboarding to chargeback wins, they’ve improved our operational efficiency and user trust dramatically.”
— Head of Operations, Instant Funding

🔐 Fintech-Grade Support Without the Overhead

Whether you’re running a trading platform, SaaS tool, or financial app—our trained agents know how to handle complex user needs while ensuring compliance and consistency.

🚀 Your fintech support team awaits.

"Amazing Designs and Quality Work!"

"SWITCH 360 has been instrumental in scaling our short-term rental business. Their team is reliable, well-trained, and proactive in every aspect — from check-ins to guest reviews."

"We've used SWITCH 360 for over 3 years now, and they’ve become an essential extension of our support team. Can’t recommend them enough!"

"Working with SWITCH 360 has transformed how we manage day-to-day operations. Their team handles everything from maintenance coordination to pricing updates with precision and care."

"SWITCH 360 is like an extension of our in-house team. Their communication is top-notch, and they’ve consistently delivered excellent guest experiences on our behalf."

"From guest support to calendar syncing, SWITCH 360 takes care of it all. Their attention to detail and hands-on approach have made managing our properties incredibly smooth."

"SWITCH 360 has completely elevated our customer experience. Their agents are quick, courteous, and handle everything from order inquiries to refunds with professionalism."

"Trust and accuracy are everything in fintech—and SWITCH 360 has proven to be incredibly reliable."

"We needed a scalable support team to keep up with seasonal spikes—and SWITCH 360 delivered beyond expectations."