Business in the online casino industry has evolved — players expect not just a wide array of games to keep them entertained, but also a high quality of customer service experience. Each interaction with a player plays a part in building up or tearing down their loyalty to your brand. Great customer service plays a huge part as a foundation towards success.
Customer service is often looked at as a cost center and neglected — that should not be the case. Below are some protips for you to step up and level up the customer service for your online casino or sportsbook site, and gain more loyal players!
Provide first-class training
Your customer service staff are the frontliners — the very first (and often only) point of contact between you and your players. It is critical to support them with the best possible training to ensure that they are up to the task. Whether through a formal course, an easily-accessible online reference tool (like a wiki), or hands-on mentoring and coaching from more experienced staff members — it is worth your time to do what it takes to make sure that your customer service staff feel confident about how to do their jobs well.
Automate — but not everything
Chatbots, FAQs and other self-service tools are a valuable way to help your players through straightforward questions and challenges. Automatic online casino customer support contributes to immensely lightening the load on your customer service staff, and save your players time when it comes to the simple stuff. However, when it really matters the most, only a human will do. Be selective when implementing automation — there are some issues that only a human can deal with properly. Always provide clear instructions for how a player can move from an automated interaction towards connecting with a human agent.
Measure and analyze customer feedback
The best way to understand if your customer service is up to the task is to ask your players. Use surveys to track important customer service metrics and individual performance. Ask specific questions, such as “How knowledgeable would you say our customer service team member was?” and “How effective would you say our customer service team member was?” Once you understand which areas you excel at, and which ones need improvement, you can focus on specific skills.
Use tools that boost speed and efficiency
Your staff quality is paramount to success, but the importance of a solid toolkit should not be overlooked. If your customer service staff is stuck with slow, laggy or unintuitive systems, or if they cannot get the information they need when they need it — the result is the same: a poor customer service experience for your players. It is crucial to pick the right customer relationship management tools (casino CRM software) that support fast resolutions and stress-free experiences for your players and your employees. Look for a platform that offers complete integration with your other business systems and provides real-time data from across your business, so that your staff have the details they need at their fingertips.
GamingSoft Connect iGaming API and GamingSoft Global online casino and sportsbook white label is a full-featured, fully integrated online iGaming software solution alongside a powerful CRM toolkit — giving you, your staff, and your players a smooth experience day-to-day. Click here to find out more about how to start your own online casino website with GamingSoft today!