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Stoiximan/Betano bets on customer experience as European expansion continues

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Stoiximan/Betano bets on customer experience as European expansion continuesReading Time: 6 minutes

 

As the leading online gaming operator in Greece, Stoiximan is well-versed in the art of using customer service as a key brand differentiator in the wider European and international iGaming markets. Stathis Loverdos, Director of Services at Stoiximan/Betano opens up about the crucial role customer service plays in live sports betting and why his company’s current focus on self-service capabilities with Zendesk is only the beginning…

What’s the key to your success and how did you approach expanding into new territories such as Germany?

In the gaming industry, every touchpoint with the player is an opportunity to deliver an exceptional customer experience, to stand out from the crowd, create brand loyalty and increase a player’s lifetime-value. Stoiximan/Betano’s user-centered philosophy means providing exceptional customer support and that has always been an important part of our growth strategy. In the gaming industry there are lots of products that offer similar value, so customer service can be a decisive factor in customer loyalty.
As well as continuously upgrading our internal customer service systems, both in software and process innovation, at Stoiximan/Betano we have heavily invested over the years in creating our own technology thanks to our talented personnel. With more than 650 employees the company has evolved to become the largest GameTech company in Greece and one of the fastest growing in Europe, producing technologically advanced products and delivering an immersive gaming experience.
Based on our successful modus operandi in Greece, we are now present in six markets using the name Stoiximan in Cyprus and the Betano brand in Germany, Austria, Romania and Portugal.

What is unique about working in the Greek betting market and how do any specific challenges differ from those across other European markets?

Each market has to be treated differently and we strategically enter regulated, or soon to be regulated, markets with uniquely identifiable characteristics. We localise offering a special, tailor-made gaming experience to the countries we operate, custom features to assist our members and catapult their experience while always tending to their needs. Therefore, Greece was actually born out of that need. Stoiximan/Betano Group is a 100per cent Greek company marketed as a platform offered by players for players and grasping that need of the Greek market at the time to deliver unique personalised experiences to its members, with top-notch CRM & Marketing communications and distinct customer support. At the same time, Stoiximan created a big portfolio of a wide range of affiliates trusting the brand and its dynamics, promoting to the world and helping them throughout the brand building process. Furthermore, the Greek market has experienced players that need to feel respected and appreciated as they understand the product deeply. Greece is a more Sportsbook-oriented market that loves seasonal Casino endeavours, while its online users want to be assisted in a very fast pace. Therefore, besides product, we created an impressive in-house Customer Support team, without outsourcing any form of communication, ready and dedicated to their cause. To make our users feel like Stoiximan members.

In terms of appealing towards the growing millennial market through social media, what trends have you seen in recent months and where do you see the future of social media evolving for players?

Providing quick and accurate responses is very important for our customers. We are now using apps such as Viber and WhatsApp to provide immediate feedback and resolve any issues quickly and efficiently. We believe that these are the channels of the future, particularly for the gaming industry.
As our millennial customers are increasingly embracing social apps for customer support, we decided to use Zendesk, a software application which provides us with the flexibility to add new channels as our customers’ needs evolve. Currently 55% of Stoiximan and Betano’s customer communication comes through live chat and 18% via email, while Viber and other social apps are responsible for 12% of the customer enquiries. The remaining 15% of customer interactions are allocated to voice channels.

You’re developing self-service capabilities; do you feel there’s a reluctance from traditional gaming brands to embrace this technology and why is it important to work with companies like Zendesk to push technological advances forward?

We are planning to introduce self-service capabilities to provide structured guidance that addresses the most common customer enquiries via an online FAQ content hub. The company is also planning to use Zendesk’s dynamic content feature, which offers automated translation, to make this content available into multiple languages. Zendesk offers great flexibility and rich product capabilities that allow us to continuously improve our customer service operations.
Zendesk provides a variety of data about the nature of the customer enquiries and the way our customer support team is handling them. We can track a number of metrics, including first contact resolution, reply times vs wait times, number of tickets resolved and many others. Moreover, the platform allows us to combine data from different business apps and create easy to understand visual dashboards, graphs and charts. Zendesk is smooth for agents and smooth for our customers. It also offers a lot of great features that help us improve efficiency. For instance, triggers and automations is a very powerful feature as it helps us to prioritize urgent issues, so that we can address them effectively. This also allows us to classify the customer requests in different categories and allocate the tickets to the right agents to ensure each customer request is dealt with quickly. We also use macros to automate simple tasks, which helps us improve efficiency.
Moving forward, we are planning to integrate Zendesk more closely with our business applications and expand the use of the company’s product functionalities to get a more comprehensive view of customer interactions across all channels. As a customer-focused business, we are fully committed to providing exceptional service to our customers and working with Zendesk has helped us to deliver on this promise.

With the future of European iGaming in flux as the possibility of tighter compliance and AML requirements loom, how is Stoiximan using data and social media to ensure a successful future?

First of all, we must say that for Stoiximan / Betano, Responsible Gaming is not a contractual obligation as it is also stipulated in the regulation that all trusted providers must comply with. As a company, we invest in partnerships and initiatives that protect the player from excessive betting and ensure a credible environment where everyone can enjoy the game responsibly. Furthermore, we have adopted an approach developed around the Responsible Gaming policy and the AML (Anti-Money Laundering) prevention policy.
In this context, we have developed mechanisms for the self-protection of players. These mechanisms include the ability to set financial thresholds up to and including self-exclusion, and maintaining informed decision-making policies in order to provide us with insight into the quality of player activity. We have also hired a team of specially trained agents who are able to identify instances of problematic betting behavior, to ensure responsible play. Data analytics tools are also key to helping Stoiximan/Betano manage its customer support team more effectively. We receive weekly reports which provide a detailed breakdown of activity by hour and day, so that we are able to use this data to assess the value of our customers` activity.
We are also a member of the International Betting Integrity Association (formerly known as ESSA) thus further enhancing the worldwide effort to safeguard integrity and prevent corruption in the context of betting. At this level and taking into account Anti-money laundering cases that concern the betting market internationally, at Stoiximan/Betano we implement mechanisms with the support of Artificial Intelligence and especially Machine Learning, so that we can recognize suspicious transactions and notify National Financial Authorities and regulators immediately.

How do you measure the impact of the customer experience with players? Are you predominantly focused on retention and spend or is there more to it?

Retention is obviously a critical indicator when measuring the overall engagement of players towards your product & services as it shows a general trend towards returning customers. Of course, retention rate cannot be the sole criterion when assessing CX as these may lead to certain fallacies that you cannot foresee from Retention figures.
At Stoiximan/Βetano, we not only look at the retention and spend capability of our users but evaluate quality indicators, as we want to develop a stronger and more engaged relationship between our agents and our clients. To ensure the best possible experience, Stoiximan/Betano has invested in one of the best customer relationship management system internationally. The goal was to integrate all channels so that the Customer Support team can share customer information and history at the same time and gain the capacity to evaluate the efficiency of our agents in relation to user requests and activity.
As Stoiximan/Betano was growing, it was necessary to ensure and expand customer service operations across different markets. We chose Zendesk because it offered great scalability and allowed us to centralize all customer interactions into a single platform.
Since the introduction of Zendesk in 2018, our customer satisfaction score has increased by 8% and the efficiency of resolving customer enquiries has improved dramatically. For instance, our one touch resolution rate is 97%, which means that the majority of the roughly 95,000 customer enquiries that the support team receives every month are resolved with a single agent response. Moreover, 77% of the emails adhere to the service level agreements (SLA) set for each customer segment. Most importantly, Stoiximan/Betano has been able to consolidate all interactions with the customer into a single platform and scale support to match the company`s growth. Understanding the key customer experience metrics and applying them at appropriate stages with the most important customers is paramount. Customer journey analytics can play a key role in this endeavor by providing a journey-driven perspective and improving your return on your investment in customer experience measurement.

Zendesk is expanding its reach within the online gaming industry working with operators and partners in new territories across the globe. To learn more about how the company is working with customers like Stoiximan/Betano, visit the Zendesk team at this year’s SiGMA at Stand S40.


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: Stoiximan/Betano bets on customer experience as European expansion continues

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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Take Aim at Mega Wins: ELA Games Unleashes Chaos With New Shooter Game “Shoot Happens”

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A chaotic jungle journey with big, bad foes and insane riches.

Welcome to the jungle, where Shoot Happens! Face your opponent, take aim, and fire your way to riches.

ELA Games unveils its boldest title to date, a combination of decision-making and narrative progression where every shot counts.

In Shoot Happens, you’re not just a player. You’re the main character who has to fend off waves of increasingly dangerous (and valuable) monsters. Armed with 3 shots per round, you’ll need precision and calm nerves to take down the reward and add it to your Winpot. Hit the target for riches. Miss… and it’s back to the beginning.

The Choice Is Yours

Each round is in the hands of the player. Do you cash out now? Or keep slashing through the jungle for bigger and better rewards? Decision-making, timing, and a whole load of guts go a long way.

Expect the Unexpected

Random projectile bonuses can appear in any round, boosting your rewards massively. And just when you thought your journey through the treacherous jungle was over, the final boss appears. While the other monsters may have been a piece of cake, he doesn’t stay down. Each time you defeat him, he respawns for juicier and recurring payouts. Keep going as long as you can handle it, and you might walk out as the top dog of the jungle.

Marharyta Yerina, ELA Games’ Managing Director, commented on the game’s release, “With Shoot Happens, the team ventured outside of conventional game formats, and we wanted to give players a super engaging experience where they’re in control. This title is a bold approach to game design in this industry, as we’re empowering players with choice and enriching the gameplay experience with strong visuals, narratives, and plenty of replayability.”

Play how you want. The Winpot is yours

Shoot Happens is the perfect blend of fast-paced action, bold decision-making, and interactive gameplay. Whether you’re a cautious player or a complete daredevil, the game is an enticing experience for all.

How deep into the jungle are you willing to go?

The post Take Aim at Mega Wins: ELA Games Unleashes Chaos With New Shooter Game “Shoot Happens” appeared first on European Gaming Industry News.

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HIPTHER Enters Next-Level Operations Era: E-Residency, Flexibility, Tech & Collaboration

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Reading Time: 2 minutes

 

HIPTHER, the innovative events organiser and media hub behind renowned boutique conferences and online news platforms for the iGaming and Technology industries, is thrilled to announce its new, dynamic era of operations.

Staying true to its international character, HIPTHER breaks free from geographical and logistical limitations by becoming an e-resident company of Estonia and embracing a fully remote work model built on trust, flexibility, and technology.

 

Estonian E-Residency: A Logical Step Forward for HIPTHER

With a strong focus on innovation, digitalisation, and entrepreneurship, Estonia has long been at the forefront of e-governance. For HIPTHER, a company operating across borders with a digital-first mindset, joining the Estonian e-Residency programme was not just a strategic move – it was the natural next step.

The e-Residency allows HIPTHER to maintain a fully online EU-based company, benefiting from Estonia’s transparent business environment, streamlined administration, and modern legal framework. It enables the team to manage operations more efficiently, with secure access to digital services and the freedom to work from anywhere in the world.

Estonia’s global-first approach mirrors HIPTHER’s own values: agility, decentralisation, and forward-thinking, making this alignment more than practical; it’s philosophical. With its new base in the digital nation, HIPTHER further amplifies its mission to connect industries, foster innovation, and redefine how modern companies operate and grow.

 

Remote Work Model: Trust, Flexibility, Collaboration in a Tech-forward Era

Supported by e-Residency and the innovative mindset echoed across HIPTHER’s conferences, virtual events, and media outlets – which cover cutting-edge industries such as Gaming, Fintech, Blockchain, Artificial Intelligence, Cybersecurity, and beyond – the #hipthers are now able to collaborate fully remotely.

Following technological advancements and staying true to its human-centric values of wellness, balance, trust, and originality, HIPTHER takes a bold leap toward remote work –  where others can’t or won’t.

From managing international summits and awards to running online media and virtual panels, HIPTHER has long relied on digital infrastructure, and now turns this into a permanent advantage.

Zoltan Tuendik, HIPTHER’s Co-Founder & Head of Business, shared his thoughts behind this big next step for the company: “We believe in building a future where innovation, flexibility, and human-centric values guide everything we do. For several years now, our team has been working across borders, embracing remote collaboration and digital-first operations. With this step we’re solidifying and elevating a way of working that’s already part of our DNA. Becoming an e-resident company empowers us to bring lasting change and sets the stage for our next chapter of global impact.

 

Join the #hipthers Journey – We’re Hiring!

HIPTHER is growing, and we’re on the lookout for passionate, creative, and driven individuals to join our fully remote team. If you’re excited about working across dynamic industries like iGaming, Tech, Blockchain, and more, we want to hear from you!

 

Open Positions:

  • Social Media & Audience Engagement Lead
  • Virtual Events & Community Coordinator

👉 Check out the openings here –  send us your CV and a short intro to:

[email protected]  or [email protected]

 

We look forward to hearing from you!

The post HIPTHER Enters Next-Level Operations Era: E-Residency, Flexibility, Tech & Collaboration appeared first on European Gaming Industry News.

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Midnite launches in-stadium £1,000 giveaway for Sheffield United and Southampton fans at every home league game

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  • Brace Yourself campaign gives supporters chance to win at every home league match

  • Cash prize awarded every time a home player scores two goals

  • Midnite will match winning prize pot with charitable donation

Fast-growing UK sportsbook Midnite will give Sheffield United and Southampton fans the chance to net £1,000 at every home league match throughout the new season.

Midnite is the front-of-shirt sponsor for Sheffield United and the back-of-shirt sponsor for Southampton and is launching the Brace Yourself campaign for supporters of both clubs.

It means every time a home player scores twice – a brace – one lucky member of the matchday crowd will grab a grand or possibly more – if no brace is scored, the prize pool will roll over to the next home match.

Midnite will also match the prize pool with a donation to charity close to each club.

Fans at Bramall Lane and St Mary’s can enter by scanning QR codes placed around the stadiums and in the matchday programmes and a seat number will be drawn at random before kick-off.

Brace Yourself kicks off on Saturday (August 9) when Southampton host Wrexham and Sheffield United entertain Bristol City.

Andrew Mook, Midnite’s Head of Brand Marketing, said: “We want fans to be on the edge of their seats throughout the season.

“When a home player scores a brace in the EFL Championship this season, Midnite will reward one lucky fan with a cash prize giveaway. Starting off at £1,000 and rolling over each week if there isn’t a winner, the excitement should build throughout the campaign.

“Midnite will also match the fan prize and donate the same amount to a local charity, in a bid to repay some of the amazing work that they do within the local community.”

 

Midnite’s Brace Yourself campaign is open to fans aged 18 and older.

The post Midnite launches in-stadium £1,000 giveaway for Sheffield United and Southampton fans at every home league game appeared first on European Gaming Industry News.

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