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The customer is always right

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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.

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INSPIRED LAUNCHES SOLID GOLD™: THE LATEST GEM IN THE FORTUNE COMMUNITY™ LINEUP!

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Inspired Entertainment, Inc., a leading B2B provider of gaming content, systems, and solutions, is delighted to launch Solid Gold™ to the Cat C market, the latest addition to our Fortune Community™ slot lineup. Fortune Community offers a multiplayer gaming experience tailored for the Category C and bingo markets. Fortune Community games can activate a community bonus during play, ensuring all eligible players can share in the rewards.

Prepare to embark on a nostalgic journey with Solid Gold™, a classic retro slot that seamlessly blends vintage charm with exhilarating thrills.

In Solid Gold, a Gold Bar character hovering above the reels brings players closer to victory. When these characters grace each of the three reels, they unlock one of three bonuses. During the Wild Pick bonus, players take charge and choose one of three reels to turn Wild – or two if they’re lucky. Once a reel is selected, a stack of Wilds fills the entire reel, whilst the Wild symbol substitutes for all other symbols to enhance or create wins.

Players fortunate enough to trigger the Wild Pick bonus will have the opportunity to win a bonus spin. During this feature, the Wild reels will lock in position while the remaining reels spin again, providing players with an additional opportunity to win.

The Solid Gold community bonus steals the spotlight, played on alternative reels and offering 6 enticing prizes up for grabs. The reels will continue to spin until either a £100 jackpot prize is awarded, or a losing combination appears. Solid Gold not only offers players the opportunity to relive the golden era of slots but also engages them in a community bonus.

Richard Terry, UK Market Product Director, said: ” Solid Gold is the latest in a series of fantastic Fortune Community Cat C titles from Inspired, and once again sees the return of a much-loved classic game brand from yesteryear, likely to engage both new players with its absorbing presentation and experienced players with fond memories of the original product”

The post INSPIRED LAUNCHES SOLID GOLD™: THE LATEST GEM IN THE FORTUNE COMMUNITY™ LINEUP! appeared first on European Gaming Industry News.

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ESIC Announces Establishment of Global Esports Industry Advisory Board

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The Esports Integrity Commission (ESIC) is pleased to announce the establishment of its Global Esports Industry Advisory Board, designed to enhance integrity and ethical practices across the esports landscape. The Advisory Board will serve a pivotal role by providing expert advice to ESIC’s Chief Executive Officer on a range of critical industry issues. 

The primary function of the Advisory Board is to create a robust framework for integrity and fairness, setting a global benchmark for ethical conduct and fair competition in esports. The board will offer strategic insights, help shape policies governing fair play, liaise with key industry stakeholders, and act as ambassadors advocating for ethical practices. 

ESIC has appointed two highly esteemed members to inaugurate this board: 

  • David Neichel, Senior Vice President of Public & International Affairs at ESL FACEIT Group (EFG), joins the Advisory Board with over fifteen years of experience in the video games industry, including significant roles at Activision-Blizzard and Electronic Arts. David’s profound impact on international and public affairs initiatives makes him an invaluable addition to the board. 
  • Robbie Douek, CEO of BLAST, also joins the Advisory Board, bringing a wealth of experience from his roles at Google and Disney, along with his leadership through major acquisitions. Robbie is celebrated for his strategic leadership and his instrumental role in elevating esports to a significant global entertainment platform. 

The formation of the Advisory Board is an engagement that underscores the commitment of its members to upholding and promoting the highest standards of integrity within the esports industry. The board will meet as required to address strategic challenges and ensure that ESIC’s initiatives effectively meet current and future industry needs. 

“Both David and Robbie bring a remarkable depth of knowledge and a passion for advancing the integrity of esports,” said Stephen Hanna, CEO of ESIC. “Their expertise will be crucial as we navigate the evolving landscape of esports and strive to maintain the integrity that our community expects and deserves.” 

Robbie Douek, CEO at BLAST, said: “I’m honoured to be given the opportunity to support the Global Esports Industry Advisory Board and ESIC in their ambition to create the best and fairest environment possible for players, teams and fans.” 

David Neichel, Senior Vice President of Public & International Affairs at ESL FACEIT Group (EFG) also commented: “It is a true honour to join the Global Esports Industry Advisory Board and support ESIC’s successful journey. Fairplay and integrity are at the core of esports. We owe it to the players and to the fans and for a better endemic industry governance” 

The post ESIC Announces Establishment of Global Esports Industry Advisory Board appeared first on European Gaming Industry News.

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World Pool returns to UK and Ireland with launch of £50,000 jockeys’ charity prize

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World Pool, the largest globally commingled horse racing pools created and powered by the Hong Kong Jockey Club, will make its UK seasonal bow at Newmarket Racecourse on Saturday 4 May, where a brand new £50,000 initiative is being launched for jockeys.

For the first time the opening two Classics of the UK Flat season will both be World Pool events, with the QIPCO 1000 Guineas on Sunday 5 May becoming a new World Pool race this year and joining the 2000 Guineas run the day before.

Guineas weekend will also see the start of a new World Pool initiative, the World Pool UK & Ireland Jockeys’ Championship, where jockeys will compete to accumulate points across World Pool fixtures in the UK & Ireland.

For the winning jockey of every World Pool race in the UK and Ireland, points will be awarded based on the World Pool win dividend. The concept of this point system offers a level playing field for all jockeys, from leaders to rising stars, and their chances of winning are dictated by the public as reflected by their World Pool odds.

Beginning with the QIPCO 2000 Guineas, the competition will conclude on QIPCO British Champions Day at Ascot on 19 October, with the winner receiving £50,000 to be donated to a charity of their choice.

A further new addition to the World Pool calendar this year will be the Tattersalls Irish 1000 Guineas on Sunday 26 May. The Tattersalls Gold Cup, run on the same day, will also be a World Pool race for the first time, with prize money increased from €450,000 in 2023 to €500,000 this year.

Following the successful introduction of World Pool Moment of the Year in 2022 in Great Britain and Ireland, this will continue in 2024 covering all full World Pool meetings and will reward stable staff with cash prizes, as well as a VIP trip to Hong Kong for four people in 2025 to the overall winner.

One World Pool Moment of the Day will be selected at each full World Pool meeting with the winning groom receiving HK$40,000 (or equivalent – £4,000 in the UK and €4,000 in Ireland).

Michael Fitzsimons, Executive Director, Wagering Products of the Hong Kong Jockey Club, said: “It’s fantastic to be returning to the UK and Ireland with an extended World Pool fixture list this year now featuring the English and Irish 1000 Guineas, and we look forward to making these historic fillies’ Classics available to customers from around the world.

“In addition to the popular World Moment of the Day initiative, we’re excited to announce the new World Pool UK & Ireland Jockeys’ Championship, which will provide a different dimension and further competition to World Pool racedays right up until QIPCO British Champions Day in October.

“It’s a unique competition, with a jockey’s points being determined by World Pool win dividends, and a great initiative as there’s £50,000 up for grabs for the leading rider to donate to a charity of their choice. We are committed to giving money back to racing and good causes, and this seemed the perfect way to do that.”

Alex Frost, Chief Executive of the UK Tote Group, said: “It’s always an exciting time of year as the Flat season gets underway and we’re delighted that both the UK’s first Classics are World Pool events. City Of Troy has the potential to be a global superstar and we look forward to his seasonal reappearance being watched and bet on by 28 countries who play into the UK’s first World Pool event of 2024.

“Racing fans in the UK and Ireland will be able to access the huge global pools at tote.co.uk, on the Tote App and at racecourses which means excellent value is on offer, while the sport benefits from this increasingly important revenue stream.”

Martin Stevenson, Chief Executive Officer of Racecourse Media Group (RMG), which represents the media interests of The Jockey Club, Goodwood, and York Racecourses, said: “RMG looks forward to another exciting World Pool season in UK and Ireland, and will continue to work closely with the Hong Kong Jockey Club, UK Tote and our racecourses to grow both the sport’s revenues and global appeal.”

Amy Starkey, Managing Director, Jockey Club Racecourses, said: “We’re delighted to be partnering with the Hong Kong Jockey Club, and thank them for their support as we deliver three exciting World Pool days across the QIPCO Guineas Festival and the Betfred Derby Festival.

“For the first time in the UK, we have worked alongside World Pool to host a nine-race card on QIPCO 2000 Guineas Day. This will include the first Classic of the season, whilst we are also delighted to feature the following day’s three-year-old Classic Fillies’ race, the QIPCO 1000 Guineas, as a World Pool race for the first time.

“World Pool enables strong reinvestment back into British racing and working alongside them to secure these additional races is an important step as we continue to strengthen links with Hong Kong, engage more fans with British racing and strive to grow our sport.”

Brian Kavanagh, Chief Executive of the Curragh Racecourse, said: “We are delighted to extend our relationship with World Pool in 2024 with the Tattersalls Irish 1000 Guineas and the Tattersalls Gold Cup on 26 May and the Dubai Duty Free Irish Derby meeting on 30 June included in the programme.

“We had a very positive first experience with World Pool last year and look forward to building on it this year, bringing our racing to a wider audience. Irish horses have enjoyed great success internationally in recent years and we are delighted to be showcasing our best races through World Pool.

“Inclusion in World Pool has enabled us to increase prizemoney at the Curragh in 2024 and we look forward to developing this relationship further in the future.”

 

Upcoming UK and Irish World Pool events in first half of 2024: 

 

May

Saturday 4: 2000 Guineas Day – Newmarket Racecourse (F)

Sunday 5: 1000 Guineas Day – Newmarket Racecourse (S)

Saturday 18: Lockinge Stakes Day – Newbury Racecourse (P)

Sunday 26: Irish 1000 Guineas Day – Curragh Racecourse (P)

 

June

Saturday 1: Derby Stakes Day – Epsom Racecourse (F)

Tuesday 18: Queen Anne Stakes Day – Ascot Racecourse (F)

Wednesday 19: Prince of Wales’s Stakes Day – Ascot Racecourse (F)

Thursday 20: Gold Cup Day – Ascot Racecourse (F)

Friday 21: Commonwealth Cup Day – Ascot Racecourse (F)

Saturday 22: Queen Elizabeth II Jubilee Stakes Day – Ascot Racecourse (F)

Sunday 30: Irish Derby Day – Curragh Racecourse (F)

 

*F: Full meeting – World Pool coverage on all races in the relevant meeting
P: Part meeting – World Pool coverage only on selected races in the relevant meeting

S: Single race – World Pool coverage only on this race in the relevant meeting

The post World Pool returns to UK and Ireland with launch of £50,000 jockeys’ charity prize appeared first on European Gaming Industry News.

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