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Betinvest levels the odds with customer support training
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As the wider international gaming marketplace grows and the number of businesses on the scene increases, it’s more important than ever to position a strong customer support staff at the forefront of your brand according to Valentyn Kyrylenko VP of Business Development at Betinvest. Whether it’s allocating resource across the myriad of communication methods or liaising with VIPs, a good old fashioned customer service department is a key part of a customer’s journey even in today’s digital age…
If customers are not satisfied with level of the support they receive, it can be a reason for changing the bookmaker.
All customer communication with the company goes through the customer service team. This department is the only point of contact with players. Various platforms and the odds betting companies offer can be more or less the same, so customer support could be a crucial factor while choosing the operator.
Therefore, customer care is a key part of a customer’s journey, which plays an integral part in forming their impression of a business.
Nowadays, taking an ‘omnichannel’ approach and interacting with players through the channel of their choice is an essential part of any customer support department. On top of that self-service is increasingly replacing direct contact in gambling industry.
The way that customers interact with businesses is changing all over the world. Whereas previously customers would be more inclined to get in touch with a company via telephone, nowadays they prefer to do so via various messenger services. This does not, however, mean that companies need to move away from the telephone completely, as those who have a poor messaging experience as well as most of betting shops customers still do prefer to pick up the phone.
For this exact reason, every customer support department needs to adopt a holistic approach which allows customers to get in touch via telephone, email, online chat or messenger.
Another key trend is companies’ desire to automise aspects of the customer support process. Automisation is great for dealing with common requests as they can be resolved instantly. This is a win-win situation for both companies and customers, as the customer doesn’t have to wait for a solution and the company doesn’t need to use any resources to provide one.
In addition to the above, it’s also crucial to ensure the entire history of customers’ requests is recorded so that when a customer speaks to a different advisor there is no need for them to explain their problem again, as the advisor is already aware of their issue.
Whilst every customer service department may be organized differently depending on the needs and size of a business, they must fulfil the same core duties.
So, let’s say there are five different levels of customer support, the first of which is front-line customer support, which usually deals with 80% of typical enquiries. They can be unable to deal with around 20% of customers’ requests as they may lack the required knowledge or access to information. This is where second-line support, who liaise with other departments, step in to provide an answer to a client’s enquiry.
Companies with ambitious goals might also consider having a retention team to deal with churn and VIP team to ensure special care and seamless experience for the most demanding clients.
Finally, quality assurance managers are the last, but by no means least, important link in the structural chain, as they monitor how customer service advisors interact (both during calls and in writing) with clients in order to improve the standard of service.
In small companies and start-ups, employees may be required to fulfil a number of the roles listed above. For instance, a team leader may also perform the duties of a quality assurance manager and an advisor can also perform a retention manager’s functions as well.
Whilst you can use the latest technology, there still needs to be someone who’s happy to help at the other end of the line.
The core of any customer support is its team, which should be built around those who love other people with a strong sense of empathy.
When you start your business, it’s important to be prepared to deal with customers’ requests.
Betinvest offers and runs a training programme for managers and customer support workers for its B2B clients, after which they return to their companies and impart the knowledge gained to their customer service advisors. Moreover, we always can run a course again or provide extra courses at the client’s request. It is a part of our clients’ service philosophy.
Source: Latest News on European Gaming Media Network
This is a Syndicated News piece. Photo credits or photo sources can be found on the source article: Betinvest levels the odds with customer support training
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Gainr.ai today announced the acquisition of JanusDeFi, a research-led institutional DeFi infrastructure company specialising in AI-powered stablecoin engineering and tokenomics design. The move brings the JanusDeFi team, led by Dr Stylianos Kampakis, one of the earliest academic researchers in tokenomics, into the Gainr ecosystem as part of its expanding decentralised finance architecture.
The acquisition strengthens Gainr’s technical and research capabilities, integrates JanusDeFi’s AI-driven Stablecoin Factory into the Gainr Protocol, and supports the Gainr token pre-sale in early 2026.
Theo Koumis, Founder and CEO of Gainr.ai, commented: “We’re delighted to welcome Dr Kampakis and the JanusDeFi team into Gainr. Their expertise in institutional tokenomics and AI-based stablecoin systems perfectly complements our mission to create a smarter, more transparent, and data-led financial ecosystem. This acquisition accelerates our ability to deliver innovative, compliant, and sustainable solutions for decentralised finance.”
Dr Stylianos Kampakis, CEO of JanusDeFi, added: “Joining Gainr allows us to scale our vision faster and with greater impact. We’ve spent years researching how AI can optimise financial systems, from stablecoin mechanisms to governance modelling. Within the Gainr ecosystem, those ideas can now move from lab to market. It’s a natural alignment of innovation, trust, and long-term purpose.”
Dr Kampakis is a PhD graduate from University College London, MSc from the University of Edinburgh, and advisor to the London Business School’s Data Science Department and will continue to lead on AI tokenomics strategy and institutional integration within Gainr’s expanded R&D division.
This acquisition advances Gainr’s roadmap to build a fully integrated decentralised ecosystem of combining AI, DeFi, and real-world asset infrastructure to deliver scalable, data-driven stability solutions.
The post Gainr Acquires JanusDeFi to Power AI Stablecoin Factory and Protocol Tokenomics appeared first on European Gaming Industry News.
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UniPin, the leading digital entertainment enabler in Southeast Asia and India, hosted a seminar in Seoul titled “Expanding Beyond Borders: Real-Life Insights to Grow Your Business in SEA & India” on October 23 in Gangnam, South Korea. The event brought together over 50 professionals from Korea’s gaming and digital content industries, offering direct, data-backed insights into two of the fastest-growing gaming markets in the world.
As the market leader with over a decade of operational experience across 34+ countries, UniPin shared real-time market knowledge and actionable insights to help Korean game publishers understand the unique dynamics of Southeast Asia and India, from player behavior and cultural preferences to monetization and payment ecosystems.
The Market Trends & User Insights session highlighted the rapid rise of Southeast Asia’s mobile-first audience and India’s expanding gaming economy. Drawing from real market experience, UniPin shared practical strategies to help publishers localize, engage players, and drive sustainable growth across both regions.
In the Marketing & Payment Systems session, UniPin showcased its deep expertise in community-driven marketing and payment solutions, demonstrating how its integrated ecosystem and strong local presence enable global publishers to enter and scale effectively in these high-potential markets.
“Our goal is to help global partners expand with clarity and confidence,” stated by Ashadi, Group CEO of UniPin. “We’re here to share real-world insights, not just data, and empower our partners with the connections they need to grow beyond borders sustainably, authentically and cooperatively.”
The seminar concluded with an open networking session where attendees connected directly with UniPin’s regional experts. “Many participants praised the event as a valuable platform that bridged the gap between Korea’s creative gaming ecosystem and the opportunities in Southeast Asia and India,” explained by Poeti Fatima, GM of UniPin Business Group.
Through initiatives like this, UniPin reaffirms its commitment to empowering global game publishers with the tools, knowledge, and local partnerships needed to thrive in two of the world’s most dynamic gaming regions.
The post UniPin Empowers Korean Game Publishers to Expand into Southeast Asia and India appeared first on European Gaming Industry News.
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Wazdan, the gain-focused developer, has launched its latest network promotion instalment with Halloween Mystery Drop, offering a staggering €6,000,000 prize pool.
Running from 24th October to 2nd November, the enriched promotional campaign gets operators’ players in the spooky spirit with the supplier’s iconic Mystery Drop mechanic playing a starring role.
In a stylish gameplay upgrade, the seamless bonus system can randomly award players with a special screen that presents a choice of 9 mystery boxes, each revealing an instant cash reward.
Offering its partners’ player bases fresh ways to engage with their favourite Wazdan titles, which are live in over 30 regulated markets, the stylish campaign will also feature special Christmas and Valentine’s.
The second and third phases are set to incorporate the retention-proven Mystery Multiplier Drop mechanic, which sees additional awards being granted based on the player’s bet multiplied by a random number, further boosting the chance of strong win potential.
The latest move from Wazdan highlights its ability to captivate players globally through seamless, intriguing gameplay enhancements to its award-winning slot portfolio.
Andrzej Hyla, Chief Commercial Officer at Wazdan, said: “At Wazdan, we are always looking for creative ways to help our partners boost player engagement, and our Halloween Mystery Drop kickstarts our latest endeavour.
“With €6,000,000 in prizes and a selection of our industry-proven mechanics returning for three major seasonal events, we are ensuring that operators can deliver thrilling, retention-focused experiences right through to the new year. It is an exciting way to celebrate 2025 and keep momentum high into 2026.”
The post Wazdan launches €6,000,000 Network Promotion with Halloween Mystery Drop™ appeared first on European Gaming Industry News.
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