How M4Markets transformed client support with LiveAgent AI Chatbot

• 80% increase in engagement across international regions
• 24/7 instant support with LiveAgent AI chatbot

M4Markets’ journey with LiveAgent began when they recognized that high agent workload due to manual processes was holding them back. As a multi-regulated global broker dedicated to empowering traders through cutting-edge technology and outstanding client service, they needed a solution that matched their ambition.

Without a centralized system, the team faced challenges in maintaining consistent service quality across multiple communication channels. They identified the need for an efficient tool to streamline all client queries in one place, ensuring traders received the exceptional support experience that defines the M4Markets brand.

Since adopting LiveAgent, M4Markets has significantly reduced average response and resolution times while delivering consistent, multilingual support to their international client base. Let’s explore their journey with LiveAgent:

Instant responses for global traders

M4Markets serves a diverse international client base across multiple regions, providing traders with access to cutting-edge trading technology and transparent, reliable service. Managing client support for such a globally distributed audience came with unique challenges—especially when traders needed help outside business hours.

That’s where LiveAgent’s AI-powered features came in.

Sam Chaney, Commercial Director, explains that their previous setup created challenges in delivering consistent, round-the-clock support, at times affecting response times and client experience.

“We were looking for a solution to streamline communication across multiple platforms,” Sam states. “High agent workload due to manual processes required immediate optimization.”

LiveAgent offered the centralization and intelligent automation they were seeking, along with AI capabilities that could handle common trader questions instantly—from login issues to deposit instructions and account verification.

AI that learns and evolves

M4Markets turned to LiveAgent with a clear mission: reduce agent workload through automation while maintaining the personalized, high-touch service their clients expect.

“Our AI chatbot provides immediate, 24/7 responses to traders’ common questions. This ensures that clients don’t wait for help, even outside business hours. It’s a huge boost to client satisfaction and retention,” Sam explains.

But the AI chatbot does more than just respond—it continuously improves. “Our AI doesn’t just respond—it learns. Each interaction helps us identify new FAQs, update content, and improve client journey flow. Over time, it becomes smarter, faster, and more aligned with what our traders actually ask.”

Access to multilingual support was also essential. “Given our international client base, LiveAgent’s multilingual interface and chat support have been crucial. We can now assist traders from different regions in their preferred language, ensuring a smooth, localized support experience.”

Seamless implementation in two weeks

M4Markets took a focused approach to implementing LiveAgent, completing the entire process in just two weeks:

• Started by integrating their email system
• Trained agents on using the ticketing system and live chat features through hands-on sessions
• Deployed the AI chatbot with pre-configured responses for common trader queries
• Built out automation rules and workflows to handle repetitive tasks

Key achievements

After M4Markets went live with LiveAgent, they experienced transformative improvements in efficiency and client satisfaction. Here are the key takeaways from their success:

• 24/7 AI-powered support The AI chatbot handles common questions instantly at any hour, ensuring traders get help the moment they need it—without waiting for an available agent.
• 80% increase in international engagement Expanded multilingual support across all languages has dramatically boosted engagement in international regions, allowing M4Markets to serve their global client base more effectively.
• Massive reduction in agent workload Automation of repetitive tasks and AI-powered first-line support freed agents to focus on complex issues requiring human expertise.
• Data-driven continuous improvement AI interactions provide valuable insights into client needs, enabling the team to refine their knowledge base and optimize the client journey.
• Enhanced client satisfaction and retention Faster, more consistent support delivered in clients’ preferred languages has strengthened trust and loyalty among traders.

“The AI chatbot has completely transformed the way we connect with our clients—it delivers instant, accurate, and multilingual support 24/7, ensuring that every trader receives help the moment they need it. It’s not just automation; it’s a seamless extension of our client service team that enhances satisfaction, reduces workload, and reflects M4Markets’ commitment to excellence and innovation.”
— Sam Chaney, Commercial Director, M4Markets

Why M4Markets recommends LiveAgent

“It brings speed, consistency, and a human touch together—redefining what client service means in the trading industry. Because it allows us to be there for our clients anytime, anywhere—with the same precision and professionalism they expect from M4Markets.”

Scaling globally with confidence

As client expectations continue to evolve, M4Markets is committed to staying ahead. Their next steps include expanding support channels with WhatsApp and enhanced call center capabilities, ensuring they can meet traders wherever they are.

“LiveAgent has transformed our client support operations—from fragmented communication to a streamlined, data-driven, and client-first process. It’s helped us become more responsive, efficient, and aligned with M4Markets’ mission of providing an exceptional client experience.”

LiveAgent will continue to power M4Markets’ support operations as they scale globally, ensuring AI-enhanced automation, instant multilingual responses, and the personalized service that defines their brand. As M4Markets grows, LiveAgent remains a cornerstone in their mission to deliver technology-driven client support that traders can rely on—24/7, in any language, anywhere in the world.