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The growth of the iGaming market across the globe makes the role of customer service in this industry pivotal. It is essential to the success of any operator and plays a significant role in a brand’s image to the market. Operators who can provide strong customer service and increase the satisfaction of their audience are well positioned to grow their brands.
In this article, we will discuss the key aspects that contribute towards effective customer support and how operators can optimize their processes for customer satisfaction. These seven tips will help ensure your brand is positioned to provide the best customer experience to your users.
1. 24/7 quick and efficient support
The world of online gaming operates 24/7 and so should your customer support. When a player encounters a problem while playing, they’re looking for instant resolutions. A timely response to the customer’s concerns will make the customer feel valued and built their trust in your brand. The customer support team should be equipped to support with any technical glitch, betting problem, or payments issue.
Quick and efficient response to your customer issues will help ensure that they will stick with your brand and not switch to another operator.
2. Geo targeted and multi-lingual support
Most iGaming operators have players coming to them from different countries and cultures. It therefore becomes important to be able to efficiently communicate with them in their preferred language. This means that local customer service representatives should be well versed with the geo and its related issues, in terms of local regulations, payment methods or anything else that may come up.
3. Omnichannel support
Players will have different preferred channels of communication to reach out to customer service representatives. These include live chat, email, phone, WhatsApp, telegram, etc. Offering omnichannel support ensures that the customer has convenient ways to reach out to your support staff.
It is also important to have a well-integrated customer support system, as it will give consistent support to customers and help the support staff in appropriately identifying customer concerns.
4. FAQs and How To sections
For more simple issues, it is valuable to have a separate page for frequently asked questions (FAQs) with clear and comprehensive answers. This can answer customer queries without them requiring to directly reach out to a support representative. It is important to keep this page updated by adding new questions to the list and modifying the answers when necessary.
The most frequently asked questions by iGaming players relate to the registration process, deposits, withdrawals, and the documents required for Know Your Customer (KYC) verification. Having detailed sections on these would help the customers immensely.
Further, adding a ‘How To’ page to your platform can provide further assistance to your audience. This page can be used to provide step-by-step guides and tutorials to explain more complex aspects of the platform.
5. Clear communication about player bonuses
Player bonuses are free bets, cashback offers and other rewards which are sought after by customers. It is important for operators to clearly communicate about these bonuses in the terms and conditions of these offers, along with their availability. The procedure to claim the bonuses should also be included in the ‘How To’ section. The timeframe that customers should expect to receive their bonus should be mentioned in the details, to manage the player’s expectations and avoid disappointments or misunderstandings.
6. Recourses and support for responsible gambling
Responsible gaming is a vital part of online gaming operations and operators should be at the top of their game in this area. Your customer support staff should be trained to recognize players exhibiting signs of problem gambling and provide them with the appropriate resources and assistance, including self-exclusion options and guidance on seeking professional help.
Encouraging responsible gaming practices not only builds the players trust in your brand, but also creates a safer and sustainable gaming environment.
7. Feedback on Customer Service
Accumulating regular feedback from your audience is a valuable source of information that allows you to analyze the effectiveness of your support services. Thus, operators should encourage players to provide feedback on their experience with the customer service they’ve received. The feedback can be taken in form of a quick rating after the service is complete.
This feedback can help making necessary improvements in certain areas of customer service and sticking to practices appreciated by customers.
To conclude, good customer service is the key to fostering long-term player retention. Players who are content with customer support are more likely to remain loyal to a gaming operator and will likely refer it to others. This will ultimately lead to an increased player lifetime value and a positive word of mouth reputation for the brand.
For more information or to discuss further opportunities, contact the IA team today!