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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

George Miller (Gyorgy Molnar) started his career in content marketing and has started working as an Editor/Content Manager for our company in 2016. George has acquired many experiences when it comes to interviews and newsworthy content becoming Head of Content in 2017. He is responsible for the news being shared on multiple websites that are part of the European Gaming Media Network.

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Poppleston Allen bolsters Gambling Team with specialist commercial law consultant

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Leading licensing law firm Poppleston Allen is delighted to announce that betting and gaming industry stalwart Tom Grant is joining their Gambling Team as a consultant solicitor, bolstering its offering by advising on commercial contracts.

Tom has more than 20 years of experience in the gambling sector and has advised high-profile clients including Buzz Bingo, Cowells-Arrow, FSB and GAN as well as numerous growing businesses within the sector. Tom will work with the Gambling team drafting, negotiating, and advising on a range of commercial agreements that are essential to the growth of our clients’ business, such as sponsorship agreements, game development agreement, sports data rights licences, content licensing, platform agreements, affiliate terms, white-label agreements and customer terms and conditions.

Partner and department head Nick Arron comments: “I’m really looking forward to working with Tom. We’ve had a number of clients in common for years and our legal practices complement each other nicely. Tom’s expertise and understanding of regulatory frameworks and commercial challenges are fairly unique within the gambling sector, and allows us to offer additional services to our clients and reflects the opportunities we see in the gambling industry.”

Tom Grant said: “This is a great opportunity for both of us. The team has an outstanding reputation in the sector, and I look forward to contributing my expertise to help clients navigate the complexities of commercial agreements and achieve success in a competitive and dynamic market.”

Alongside his work with Poppleston Allen, Tom will continue to grow his own practice at Grant Legal.

The post Poppleston Allen bolsters Gambling Team with specialist commercial law consultant appeared first on European Gaming Industry News.

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Altenar integrates Optimove’s Opti-X platform to deliver enhanced personalised content

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Leading sportsbook technology provider adds dynamic layouts, real-time messaging and flexible experimentation tools

Altenar, a leading sports betting and iGaming software provider, has integrated Optimove’s Digital Experience Platform (DXP), Opti-X, to help operators boost engagement, personalisation and lifetime value from a player’s first visit.

Optimove’s DXP offers a Real-Time Messaging feature which allows operators to automatically trigger personalised messages across all marketing channels at the most opportune moments, ensuring timely and relevant communication that keeps players engaged.

Opti-X includes a Smart Search Engine powered by AI, which delivers lightning-fast, personalised search results. The engine tailors results based on a player’s past search history, platform behaviours, and betting preferences.

Altenar can now also offer more advanced end-to-end personalisation across all channels and platforms. Opti-X’s behavioural, historical, and predictive modelling equip operators to create detailed micro-segments, which promise more personalised interactions, fostering loyalty and increasing player value over time.

This strategic integration underscores Altenar’s commitment to continuously improving its offering and delivering innovative, player-centric solutions that have a significant impact for sports betting operators.

Diego Salas, Sales Manager at Altenar, said: “We are committed to enhancing the user experience and leveraging data to provide personalised content that offers clear benefits both to players and operators. Our partnership with Optimove allows our clients to better understand player behaviour and tailor their content to optimise their offerings and marketing messages.”

Adi Dagan, Senior Director of Partnerships at Optimove, said: “Altenar is a clear breakthrough leading sports betting software provider and being part of their solution is a true honour. This partnership is a boon for sports betting operators to ensure incredible personalised experience for each player. These are incredibly exciting times for online sports betting as we get to partner with an innovator like Altenar to take the industry to the next level.”

The post Altenar integrates Optimove’s Opti-X platform to deliver enhanced personalised content appeared first on European Gaming Industry News.

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Spillemyndigheden Calls Attention to FATF’s Updated Lists of High-risk Jurisdictions

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The Danish Gambling Authority has called attention to FATF’s (Financial Action Task Force) updated lists of high-risk jurisdictions: the Grey List (jurisdictions under increased monitoring) and Black List (call for actions). Among other things, gambling operators must include FATF’s lists of high-risk jurisdictions when assessing players’ risk.

Jurisdictions listed on the Grey List are Algeria, Angola, Bulgaria, Burkina Faso, Cameroon, the Ivory Coast, Croatia, DR Congo, Haiti, Kenya, Laos, Lebanon, Mali, Monaco, Mozambique, Namibia, Nepal, Nigeria, South Africa, South Sudan, Syria, Tanzania, Venezuela, Vietnam and Yemen.

Jurisdictions listed on the Black List are Democratic People’s Republic of Korea, Iran and Myanmar

Gambling operators are required to conduct enhanced customer due diligence (EDD) pursuant to section 17(1) of the Danish AML Act, if a player is assessed to impose a higher risk of the gambling operator being misused for money laundering or terrorist financing.

Gambling operators shall conduct this risk assessment based on Annex 3 to the AML Act (high-risk factors) which includes the FATF high-risk country lists (the so called black list and grey list)

It is not required that gambling operators perform EDD if a country is listed on the FATF’s list. EDD are only a requirement for players from jurisdictions listed in the EU Regulation of High Risk Third Country list pursuant to. 17(2) of the AML Act.

The post Spillemyndigheden Calls Attention to FATF’s Updated Lists of High-risk Jurisdictions appeared first on European Gaming Industry News.

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