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Zendesk’s customer experience research reveals power of one “seamless conversation”
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“Customer expectations are at an all-time high, and loyalty is fleeting,” according to the annual flagship report from leading global CRM provider Zendesk, which provides customer experience software to industry brands such as Big Fish Games, GameSys, Mr Green, LeoVegas, White Hat Gaming and more. At a time where brand allegiance is transient across land-based and online brands, the research provides insights into how companies, from start-ups to successful pioneers, can drive service and ensure customer reliability…
Zendesk, Inc., which serves more than 150,000 customers across a multitude of industries in over 30 languages, has been established in the gaming industry for more than twelve years and has recently released its annual Customer Experience Trends Report 2020 research, identifying trends that translate to gaming companies of all sizes.
Elisabeth Zornes, Chief Customer Officer at Zendesk explained: “While customer expectations continue to rise, the Zendesk Customer Experience Trends Report 2020 shows that companies aren’t living up to these expectations. For example, according to the report, many of the channels people want for fast, efficient resolution aren’t being offered. In fact, only a third of companies offer self-service options like knowledge base help centers, and less than a third offer chat, social messaging, in-app messaging, bots or communities.”
The issue of tech-based service solutions isn’t restricted to just iGaming as the report also highlights the increasing market saturation in land-based and hospitality too. “Businesses are facing competition from companies that are providing purpose-driven solutions in service of the customer, raising the stakes for everyone,” she said. “Well-established and iconic brands like the Four Seasons remain one step ahead because they invest in new technologies in continued pursuit of an easy and excellent customer experience.
“This presents a challenging landscape, and for companies that are struggling to navigate, the report identifies what businesses of all sizes, in every industry, can do to provide excellent customer service and create loyal customers, starting with the initial sales process.”
Based on global survey results and the Zendesk Benchmark, an index of product usage data from more than 45,000 global companies using Zendesk’s leading customer experience platform, the 2020 report highlights how the most successful companies achieve their position by executing four essential customer service attributes. These comprise: maintain one seamless conversation; harness customer data; embrace artificial intelligence; and, give customer experience a seat in the C-suite.
“Customers today expect uninterrupted conversations that don’t start or stop in the middle of their interaction or get lost in a different communication channel,” Zornes said. According to the report, half of customers will switch to a competitor after just one bad experience, and 80 percent will leave after multiple bad experiences. The research also reveals that service is a primary driver of customer loyalty, second only to price in determining whether customers feel loyal to a brand.
When it comes to data, the Zendesk Customer Experience Trends Report 2020 findings show that customers prefer companies to keep track of their data if it leads to better experiences, with more than 75 percent of customers wanting the personalization that comes with better insights. Being able to manage and interpret data is crucial for understanding customers and proactively identifying opportunities to better serve them.
Speaking about AI innovation in customer service, Zornes added: “As AI innovation becomes more accessible, it represents the future of customer service, and there is still a huge opportunity for companies to start taking advantage of the technology. Our findings show that only 37 percent of customer experience teams are using AI. However, high-performing customer experience teams are twice as likely to embrace AI, incorporating the technology across more channels and interactions with customers.
“And finally, in terms of C-level customer service approach, the most successful companies are tapping into the value of prioritizing the customer experience, and forward-thinking companies are bringing in leaders who can understand and champion the customer.”
While these four attributes aren’t a shortcut that immediately equals success, they are definitely a step in the right direction as customer service continues to evolve in the next decade. Focusing on the approach companies can take going into 2020 and beyond, Zornes concluded: “We are in an entirely new era of customer expectations to such an extent that service can make or break a company. To build a loyal customer base and truly differentiate themselves, companies of all sizes across industries and geographies must provide an easy and frictionless customer experience, earning and re-earning a customer’s business with every interaction.”
To learn more about the most important trends in the customer experience industry, the full the Zendesk Customer Experience Trends Report 2020 can be downloaded via https://www.zendesk.com/customer-experience-trends/.
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: Zendesk’s customer experience research reveals power of one “seamless conversation”
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A new report from Slotegrator: 10 myths about gambling
Slotegrator releases its downloadable reports on a monthly basis. This time, it’s an overview of some common misconceptions about running a gambling business, essential reading for new operators.
Is running an online casino or sportsbook a foolproof enterprise? Are all players addicts? Is geographical expansion the only way operators can grow their business? Plenty of new operators might think so — and they won’t be the ones who last.
An online casino or sportsbook can be a fantastic and flourishing business. But if you build your platform on a foundation of false beliefs, it will never withstand the test of time. New iGaming operators who base their strategies on misconceptions will make wrong decision after wrong decision, ultimately leading to a very short-lived business.
That’s why it’s best to take a beat and do some research before diving in. They should find out which laws actually apply to their business, the different risks they’ll face once their platform is up and running (and there are plenty), what kind of player acquisition and retention strategies will work for them, and — most importantly — what kind of help they’ll need, and where and how to get it.
In Slotegrator’s latest report, the company collected 10 common myths about the online gambling industry and tore each one apart, revealing the truth behind them and clearing up any wrong ideas a reader might have. As an added bonus, they indicate which of their products and solutions correlate with the best efforts to avoid falling victim to each stereotype, like how their Telegram Casino solution can help iGaming companies expand their business, and how their APIgrator game integration solution can give you the game portfolio you need to keep players coming back (because offering a few favorite games isn’t enough anymore).
Any new operator in the early stages of planning, preparing, or launching an online business would find it well worth their time to learn everything they can from the insightful report, from the nuances of running an international business to the complexities of planning an effective marketing strategy for an online casino or sportsbook.
“We have experience in responding to various gambling operators’ requests in different regions and niches, and we know what ideas normally end in failure. Our mission is to minimize mistakes and help businesses to prevent crises. That’s why we developed our solutions for online casinos and sportsbooks, and that’s also the reason why we keep generating informative articles and other Academy materials,” comments Yana Khaidukova, the Managing Director of Slotegrator.
Download the PDF on the Slotegrator’s website and contact the company team to ask any additional questions.
The post A new report from Slotegrator: 10 myths about gambling appeared first on European Gaming Industry News.
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GR8 Tech Expands Reach Across Asia and Latam Through Betting Software Partnership
GR8 Tech has partnered with B2B gambling software provider Betting Software (BSW) to integrate its highly sought-after Sportsbook iFrame Solution into BSW’s offerings. The iFrame stands out for its easy integration and powerful margin management features, which have made it one of the most popular solutions of 2024. By adding the iFrame to BSW’s sportsbook aggregation, GR8 Tech’s innovative technology will reach a broader network of operators.
Bulat Fakhrutdinov, Head of Partnerships at BSW said, “GR8 Tech’s iFrame excels in sports selection and operational flexibility, making it a perfect addition to our portfolio. Our clients will gain access to a superior solution that effortlessly enhances their sportsbook offerings to the fullest.”
“We’re incredibly excited to partner with BSW and bring our iFrame solution to even more operators. It’s already a game-changer in the industry, and we are actively expanding its reach. This partnership is a strong endorsement of the value our iFrame brings, and it’s a big step forward for us as we continue to grow and innovate,” Yevhen Krazhan, CBDO at GR8 Tech added.
GR8 Tech’s Sportsbook iFrame stands out with its broad content offering, featuring over 50 sports and esports, 25,000 daily events, and more than 2,000 betting markets. This extensive selection caters to a variety of player preferences. The iFrame’s easy integration and mobile-first design help operators quickly respond to market trends. Plus, with AI-powered content recommendations and advanced risk management, the iFrame boosts player experience and helps operators optimize margins and minimize risks. Its margin personalization feature can increase profits by over 15%, giving operators a clear edge in profitability management.
To see how GR8 Tech’s iFrame solution can elevate your iGaming business, connect with the team at upcoming events: SBC Summit Rio on February 25-27 and SPiCE South Asia on March 4-6.
The post GR8 Tech Expands Reach Across Asia and Latam Through Betting Software Partnership appeared first on European Gaming Industry News.
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1spin4win releases unique slot Don Catleone Hold and Win featuring gangster cats
Summary: Classic online slots provider 1spin4win invites players to take a trip back in time together with a highly charming roster of cat characters in its latest release
Don Catleone Hold and Win immerses the audience in the striking atmosphere of the 1930s in America, a time of cultural and technological advancement when wealth and illicit affairs ruled society, and Art Deco was the epitome of style. It offers players a chance to join three seasoned mobsters from the Catleone family to try and catch Don’s attention in hopes of rising to the top. Each character was lovingly developed by the team to leave a lasting impression.
The three mafiosos on the reels are as important as the person spinning them, as they will lead the player to success. Cue in Tommy Blue with his iconic gun, a fighter with a broken heart who will stick with you through thick and thin. Tony Green is always lurking by his side, a sly rogue and trickster who will ensure that all your deals go smoothly, no matter the circumstances. Of course, your genius operations wouldn’t be complete without Ruby More, a mastermind hungry for food and accomplishments.
The story can be clearly seen and understood through the game’s visual design, but what seals the deal are 1spin4win’s renowned mechanics and well-balanced math. Rewards across 243 ways, the RTP of 97.1%, x1,300 max multiplier, and medium volatility pack a delicious punch.
The central event of the slot is its Bonus game — a widely beloved Hold and Win round. 3+ casino chip symbols start it off, giving players 3 initial respins which refresh for each new chip dropped. In a traditional interpretation, holding all 15 chips on the 5×3 layout results in a Mega Jackpot win, and x100 Mini Jackpot Coins are also available.
Olga Bogdanova, the Art Director at 1spin4win, pointed out, “When you introduce a rousing idea to a like-minded team, everything works out perfectly.”
“We created the world in which our charismatic cats would live, fleshed them out by giving them backstories, and infused paytable symbols with distinctive designs, giving each character a different attitude, field of expertise, and interests. Finally, we worked out the name, which evoked necessary associations, and the slot came together neatly.”
The Don Catleone Hold and Win free demo is already up on 1spin4win’s official website.
The post 1spin4win releases unique slot Don Catleone Hold and Win featuring gangster cats appeared first on European Gaming Industry News.
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