Overview
- Trade Republic, which announced the revamp on Wednesday, is rolling out round‑the‑clock phone and in‑app chat staffed by trained humans with no AI in direct contact.
- More than 1,000 agents will handle support in multiple languages, and access is free for all users.
- The company set targets of a 15‑second median phone wait and lets customers track cases in the app and decide when an issue is resolved.
- A phased launch will enable phone access for all customers within about two weeks after an app update, backed by roughly €80 million in spending and new service centers.
- The move follows a rise in complaints about hard‑to‑reach support and aligns with a push to shift from a low‑cost broker to a full‑service bank with over 10 million users.