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The Best Brokers for Forex Traders - Customer Service

As expected with web-driven businesses, almost all the brokers SmartMoney surveyed encourage customers to use real-time, online chats with customer service representatives, though all also offer email addresses and phone numbers to call as well. As a group, they were quick to pick up the phone: The longest on-hold time SmartMoney suffered was 4 minutes (at FXCM, although the firm was one of the fastest to answer email). In general, email was the least-effective way to get answers five firms took more than 6 hours to return emails, and only four responded in less than an hour.

PFG Best was a standout in this category, responding to questions via chat and phone immediately, and responding to an emailed question in just 21 minutes with a personalized message from the same representative we'd talked to earlier. FXCM's representatives responded to our chat within 3 minutes and quickly answered our questions, but after resolving our question, the representative asked to follow up with a phone call trying to talk us into a live account, explaining that we could access more educational materials and technical signals if we put a few hundred dollars in an account, even if we didn't place trades.

You can view the entire survey by clicking here.