Connect with us

Latest News

The customer is always right

Published

on

Reading Time: 4 minutes

 

Carl Degiorgio, COO at PressEnter Group, says that customer service is a powerful differentiator that most operators are not currently taking advantage of

Online casino operators such as PressEnter Group go to great lengths to ensure their brand delivers more value than those of their rivals. To do this, many focus on areas such as marketing, bonusing and the slots and games stocked in their lobbies.

But one of the most powerful ways to differentiate is also one of the most underestimated, and that is customer support.

Customer support is one of the most vital departments when it comes to the success of any company but especially an online casino. In an industry where creating a unique yet sustainable competitive advantage is challenging, this can be a key differentiator.

Customer service is so important because it is often the first point of contact for customers. It is where they go when they are considering signing up for the first time but have a question, need assistance during their time at the casino or if they have had a bad experience and are going to close their account.

This makes it a fundamental part of the overall player experience, and if run correctly can be used to convert more players, boost retention and drive cross-sell.

 

A blueprint for top-level customer support:

At PressEnter Group, we believe that good customer support comes down to providing the right information at the right time, but gold standard customer support requires going a step further.

At a minimum, players expect to be able to speak with agents at all times so this means offering 24/7 customer support across all channels – live chat, email, telephone, etc. Agents must be highly trained, and not only meet but exceed customer expectations always.

The philosophy of doing whatever it takes to ensure the player is happy and to make them feel valued needs to be embedded in the company culture and be applied to all departments and not just customer support.

 

Delivering the highest level of customer support is not without its challenges:

Just like any department within an online casino operator, customer support has many challenges to face and overcome. The main hurdle is hiring the right people for the job – customer service can be testing at times and to be a good agent requires talent and training.

For global operators, it is important to hire agents that speak different languages – as we all know, localisation is key to the success of an online casino. But it is just as important to train agents and to continue to help them develop and grow.

The only way to ensure agents meet the standards set by the company is to employ the best talent in the industry, and again that can be easier said than done. But by providing the right working environment, training and incentives, it can be done.

This is vital for operators that are active in multiple markets, as they have additional complexities to contend with. The greatest of these is the need to hire talent that can speak the local language and ensure that agents are available at all times despite the different time zones.

This is why PressEnter Group has hired a scheduling coordinator who is responsible for managing customer service agent rotas based on the expected traffic at different times of the day, on different days and in each of the jurisdictions where we are active.

 

Leveraging the latest technologies:

While having a talented and trained team of agents is key to customer support, so too is the technology used to deliver the service to players. In most cases, operators will use a third party for this, and, in our experience, it is vital to undertake due diligence prior to entering an agreement.

Operators need to ensure their chosen partner is robust and reliable and that they can scale in line with their own growth plans.

The latest technologies need to be combined with seamless processes and training. Beyond covering the basics, training should be wide in scope and granular in execution if support agents are to achieve the highest possible standards of service and reflect the brand’s image and core values.

Having the right processes in place ensures there is organisation within the department. This is especially important when scaling rapidly as PressEnter Group has – without clearly defined processes, there is a risk of generating chaos which in turn will negatively impact customer support.

PressEnter Group puts such importance on processes, organisation and training that we have a dedicated training coordinator as well as a QA specialist.

 

Customer service and responsible gambling:

Customer support is not only vital to acquisition, retention and delivering a superior player experience, it is also a powerful responsible gambling tool.

While licensed operators such as PressEnter Group offer the tools and information that players need to stay in control of their play, nothing beats the direct line of communication that customer support agents have with our customers.

They are able to observe playing patterns, monitor communications and make interventions as and when required. And they can do this with a personal touch.

The basics of customer support are the same for all operators, so to use this aspect of online casino to stand out they need to dare to do things a bit differently. You might not get it right the first time around, but over time it will lead to stand-out customer service.

At PressEnter Group, we have learned to master the basics and now put our own unique twist on customer support. This sets us aside from our rivals and is reflected in our customer satisfaction scores, which are way above the industry average.

There is minimal differentiation when it comes to games and payment methods being offered by operators, yet the customer service delivered by staff members simply cannot be replicated by other brands and this must be capitalised on.

Those that do will not only elevate the customer experience, but they will take player acquisition, retention and loyalty to the next level.

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.

Continue Reading
Advertisement
Prague Gaming & TECH Summit 2025 (25-26 March)
Click to comment

You must be logged in to post a comment Login

Leave a Reply

Latest News

In, Out, Shake It All About: Groove Technologies and InOut Games Partner to Rattle the iGaming Cage

Published

on

Reading Time: 2 minutes

Groove Technologies, the powerhouse aggregator renowned for its elite content portfolio, today announced a strategic distribution partnership with breakout studio InOut Games, the creative force behind the viral sensation Chicken Road. This move integrates InOut Games’ innovative content directly into Groove’s vast ecosystem, providing its global operator network with access to one of the industry’s most talked-about new providers.

This partnership arrives as InOut Games makes its highly anticipated leap into the slot market with Chicken Royal. Inspired by the iconic crash game that captivated a global audience, this new slot transports the beloved chicken into a dynamic, feature-rich format. Designed to engage both seasoned slot players and fans of the original, Chicken Royal marks a pivotal “in” for the studio, expanding its portfolio beyond crash mechanics and signaling its commitment to versatile, high-impact entertainment.

With the addition of InOut Games, Groove’s entertainment ecosystem now blankets over 150 top-tier game providers. Operators worldwide, connected via Groove’s single, streamlined API, will gain immediate access to a catalogue renowned for its fast-paced thrills and unmatched player engagement.

This partnership is a direct reflection of Groove’s strategy to identify and distribute the content that defines the next wave of player preferences.

Rachel Tourgeman, Head of Partnerships at Groove, said: “Our mission is to keep our partners on the cutting edge, and InOut Games represents exactly the kind of innovative talent that moves the needle. This partnership isn’t just about adding games; it’s about injecting our ecosystem with a unique energy that drives retention and revenue.”

Groove’s enterprise-grade platform, equipped with advanced player engagement tools and real-time analytics, ensures that titles from studios like InOut Games achieve maximum visibility and profitability from day one.

“We are confident this partnership will catapult us to an entirely new level of distribution,” said Vladislav Snak, CEO of InOut Games. “Groove’s reach and technological prowess are the perfect accelerants for our growth as we roll out our expanded portfolio.”

Yahale Meltzer, Co-Founder and COO at Groove, added: “The ‘In’ and ‘Out’ of success in this industry is having the right content with the right partners. With InOut Games, we’re not just bringing a studio in; we’re helping to phase out the ordinary. Their bold transition into slots is a game-changer, and through our platform, that change will resonate across the entire operator landscape.”

The post In, Out, Shake It All About: Groove Technologies and InOut Games Partner to Rattle the iGaming Cage appeared first on European Gaming Industry News.

Continue Reading

Latest News

EvenBet Gaming Presents Spins Poker: A Revolution in Online Poker

Published

on

EvenBet Gaming, a well-known developer of online gaming software, has announced the launch of its new innovative product – EvenBet Spins. This project promises to completely redefine the perception of poker by combining elements of classic poker games with the dynamics of slot mechanics. Even in the online gambling world, where genuine innovations are rare, EvenBet Spins stands out as a genuine breakthrough poised to attract a broad audience of players.

What is EvenBet Spins?

EvenBet Spins is a unique solution that blends poker mechanics and casino game experience into a single product. Unlike traditional poker, which involves long sessions and deep strategies, Spins Poker offers fast-paced and thrilling rounds that last only a few minutes. It is a perfect choice for players who prefer quick games where the outcome can change in a matter of seconds.

In addition, the inclusion of random win multipliers and hyper-turbo rounds adds an extra layer of excitement reminiscent of slot and jackpot games. This means every round can deliver a surprise, making the gameplay even more engaging. EvenBet Spins opens new horizons for those seeking shorter, more dynamic, and visually exciting poker experiences – without losing the familiar core mechanics of the game.

Integration with Casino and Sportsbook Platforms

Spins Poker offers a streamlined integration process tailored for casino and sportsbook operators seeking to expand their product offerings without the operational complexity of a traditional poker environment. The system integrates seamlessly with existing platforms, enabling operators to introduce poker-style gameplay to audiences accustomed to slots or sports betting, while minimizing the management overhead typically associated with a full poker room.

A simplified product structure eliminates the need for a dedicated poker operations team, extensive onboarding, or continuous oversight. Fraud monitoring and AML workloads remain significantly lower when compared to comprehensive poker solutions. As a result, Spins Poker becomes an accessible addition for operators aiming to diversify engagement tools with minimal resource commitment.

According to Dmitry Starostenkov, CEO of EvenBet Gaming, the concept behind Spins Poker focuses on reducing operational barriers for operators. He highlighted several key advantages:

  • Straightforward integration into websites or applications;
  • No requirement for an internal poker management team, since the product only needs initial setup with periodic adjustments of buy-ins and multipliers;
  • Lower operational effort compared to full-scale poker platforms, which typically demand more preparation, configuration, and ongoing optimization;
  • The ability for operators to test poker demand among casino and sportsbook audiences without investing in dedicated staff, lengthy integrations, or extensive marketing campaigns.

In essence, Spins Poker serves as a low-risk, low-maintenance entry point into poker verticals. Its simplified mechanics, flexible configuration, and compatibility with casino and sportsbook platforms make it an efficient tool for testing audience interest and expanding engagement without the commitment required for traditional poker solutions.

Design and Mobile Optimization

Special attention has been given to design and mobile optimization in EvenBet Spins. Considering the growing popularity of mobile gaming, the product was developed with a mobile-first approach to ensure maximum user comfort and convenience. The simple interface, intuitive navigation, and fast loading times make the game accessible to players of all experience levels.

The overall design emphasizes minimalism and functionality, ensuring a smooth and comfortable gaming experience. The product also adheres to the latest UX design trends, making it equally convenient on smartphones, tablets, and desktop devices. The mobile version of the game is ideal for players who enjoy gaming anytime and anywhere, making EvenBet Spins accessible to a wide range of audiences.

How EvenBet Spins is Changing the Online Poker Market

EvenBet Spins is not just another poker format – it’s a true revolution in the world of online gambling. It transforms the perception of online poker from a niche game to a new level, where speed and excitement become central to the gameplay.

This product opens new opportunities for both players and operators. The integration of random multipliers, hyper-turbo rounds, and other innovations within poker mechanics not only makes the game more appealing to newcomers but also introduces new engagement tools for experienced players. EvenBet Spins has the potential to set a new standard in the online poker industry and open up new perspectives for online casinos and sportsbooks.

Continue Reading

Latest News

TCSJOHNHUXLEY Acquires GPI Dice Business, Becomes Global Dice Industry Leader.

Published

on

Reading Time: 2 minutes

TCSJOHNHUXLEY, the leading global supplier of world-class casino equipment and services, today announced the strategic acquisition of the dice manufacturing business from Gaming Partners International (GPI).

This landmark acquisition provides TCSJOHNHUXLEY with immediate ownership of GPI’s dice manufacturing capabilities, significantly expanding the company’s production footprint and product portfolio.

With this purchase, TCSJOHNHUXLEY is reinforcing its position as the definitive industry leader. The company will now offer three premier dice brands: TK, Paulson, and TCSJOHNHUXLEY. Crucially, operations will be maintained in both Mexico and Missouri, USA, providing customers with dual supply capabilities for enhanced supply chain resilience and flexibility across all global markets.

This acquisition is a strategic move that enhances TCSJOHNHUXLEY’s core offering, secures its dominance in the dice sector, and ensures the continued delivery of the highest quality and most secure gaming dice to casinos worldwide.

The combined capabilities solidify the company’s commitment to producing the highest standard of precision gaming dice. TCSJOHNHUXLEY’s own “Certified Perfects” Dice are globally acknowledged as the world-wide industry standard for casino gaming dice and are trusted globally for accuracy, quality, and security. Available for Craps, Sic Bo, and Pai Gow, the dice can be specified with razor edge or ball corner profiles, come in various sizes, and are manufactured with dots flush to the surface before being wrapped in the signature gold foil, with options for monogramming or serialization to a casino’s specifications, ensuring complete security.

Tristan Sjoberg, Executive Chairman of TCSJOHNHUXLEY, commented “The acquisition of the GPI dice business is a truly transformative step for TCSJOHNHUXLEY. By immediately securing the renowned TK and Paulson brands, we are fundamentally consolidating our position as the definitive global leader in casino dice manufacturing. Leveraging this increased scale and our dual production capabilities, we can provide customers with unmatched supply security and sustained access to the world’s most precise, trusted, and high-quality gaming dice.”

The post TCSJOHNHUXLEY Acquires GPI Dice Business, Becomes Global Dice Industry Leader. appeared first on European Gaming Industry News.

Continue Reading

Trending

EEGaming.org is part of HIPTHER, parent brand of various prominent news outlets and international conferences. These platforms and events span a wide range of industries, including Entertainment, Technology, Gaming and Gambling, Blockchain, Artificial Intelligence, Fintech, Quantum Technology, Legal Cannabis, Health and Lifestyle, VR/AR, eSports, and several others. This indicates that EEGaming.org is part of a larger network that focuses on a diverse array of sectors, particularly those related to cutting-edge technology and modern lifestyle trends.

Contact us: [email protected]

Editorial / PR Submissions: [email protected]

Copyright © 2015 - 2025 HIPTHER. All Rights Reserved. Registered in Romania under Proshirt SRL, Company number: 2134306, EU VAT ID: RO21343605. Office address: Blvd. 1 Decembrie 1918 nr.5, Targu Mures, Romania

We are constantly showing banners about important news regarding events and product launches. Please turn AdBlock off in order to see these areas.