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Exclusive Q&A w/ Paul Buianov, Founder and CEO at BetCare

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Why is customer service so important for online casino operators? How does it allow them to stand out from their rivals? 

Customer service is one of the most powerful player acquisition tools available to online casino and sportsbook operators. It allows brands to quickly build trust with players, and to answer any questions they may have before signing up, depositing and playing. This makes it a very important part of the onboarding process. Customer support is very much the front line for operators and the first point of contact the player will have with the brand. It’s also vital to retention, with good customer service providing players with answers to any questions they may have, resolving technical issues and strengthening responsible gambling processes and procedures. This means that customer service can be a significant differentiator, making players feel better looked after and more appreciated than at rival brands. The personal touch should never be underestimated, as this is often what keeps players coming back for more.

 

What are the key challenges that operators face when it comes to customer support? Does this differ from market to market? If so, how? 

The greatest challenge with customer support in any market is ensuring that player questions are answered and that requests are satisfied. This might sound easy, but it’s not. Customer support must be available 24 hours a day, seven days a week. Agents must have a deep understanding of the online casino/sportsbook and how it works, while also being able to communicate with players with patience and empathy, and in a language they understand. This is especially challenging for operators active in multiple markets around the world – like the rest of their proposition, customer support must be localised.

 

How can these challenges be overcome? 

To overcome these challenges, operators must build out a sophisticated customer support function with a highly trained team that can provide round-the-clock support in the market where their brands are active. What’s more, they must not be afraid to communicate with players – ultimately, communication is what makes customers feel valued and important to the brand. Internally, customer support must have a clear understanding of the business and the casino/sportsbook and have a direct line of communication with other departments and teams. This is the only way issues can be effectively escalated and resolved. As you can tell, customer support is a vast, all-encompassing part of the business and that’s why many operators look to outsource this part of the business to specialist third parties.

 

What does gold standard customer support look like? How can it be achieved?

In addition to the above, gold-standard customer support must be available to support players across all touchpoints and moments in their journey with the casino or sportsbook. This covers from the first time they land on the site through onboarding, depositing, playing, withdrawing and loyalty. That’s why it is so important for agents to be highly trained and also work hand in hand with other departments in order to be able to deliver the support players need with any aspect of the brand or their play.

 

Is customer service important from a responsible gambling perspective? How? 

Yes, it is vital. Effective responsible gambling comes down to communication with players and customer support agents are best placed to do this. By asking the right questions, they can understand player behaviours and help to determine if they are displaying signs of problem play. Those with the right training can also make interventions and direct players to the support they need. But customer service can also be preventive, making players aware of the risks of gambling addiction and helping them use the tools available to keep in control of their play. Ultimately, prevention is the best approach as it stops players going on to generate gambling problems, and customer support is a very effective preventative tool.

 

Why should operators look to outsource customer support rather than build an in-house team?

Building out a customer service function is a significant undertaking, especially for smaller operators that tend to have to prioritise other areas of the business. Customer support specialists such as BetCare can take control of the entire function and localise it for each of the markets the operator targets. We have the experience and the expertise to know what it takes to deliver five-star support, and the team in place to provide it. We also offer a range of additional services and solutions, such as reactivation, attracting players including mass-mailing and SMS campaigns along with KYC, risk payments and analysis of players’ behavioural patterns.

We pay special attention to VIP players, not only by providing exceptional service in a range of languages but also by varying our communication channels. We initiate communication with VIPs and, even more importantly, via the platforms they want to use.

 

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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Exclusive Live Stream with Conor McGregor

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Today is Duelbits’ exclusive inaugural live stream with The Notorious!

The stream will take place at 18:00 UTC and you will be able to join live on mcgregorlive.io

We would like to start off by inviting you to visit duelbits.com to register and start your rewards journey.

Make sure to opt-in for the Conor McGregor 30 day tournament with a grand $150,000 Prize Pool. Wager $100 or more and get ready for cash giveaways given out by The Notorious himself, during this live stream.

This is an opportunity you would not want to miss! The Notorious will be right here waiting to see if you’ve got what it takes to make it to the top of the leaderboard. Beat the best to be the best!

The post Exclusive Live Stream with Conor McGregor appeared first on European Gaming Industry News.

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In gaming culture, phones are replacing computers: “Charge your dopamine for the whole day in 5 minutes”

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It is common to think that gaming culture and its best experiences are only associated with computers and consoles. However, the gaming environment has changed significantly over the past few years. Once considered quite niche, mobile devices have now become the dominant force in gaming. Games on smartphones now account for more than half (according to Statista, 51%) of the global gaming market revenue.

According to one of Lithuania’s most famous gaming community members and the country’s most popular streamer, Karolis Jankauskas (“LTU Republic”), whose broadcasts are followed by more than 130,000 followers on the “Twitch” channel, we are living in a time of transformation.

User engagement and the number of game downloads illustrate that gaming culture is rapidly migrating to phones. Do you think it is starting to catch up with traditional gaming among true enthusiasts?

In the Baltics, events for games with mobile devices are just beginning to be organized, but the number of interested participants and their level of engagement is rapidly growing. Observing this activity, we can assume that gaming culture on phones can not only match but in some cases even surpass the traditional one.

We used to have many various popular consoles and other devices — from “GameBoy” to “PSP.” Now, the experiences they created are also available on phones. Does gaming on a smartphone match the quality of gaming on consoles? How is the gaming community reacting to these technological changes?

Comparing mobile games and gaming on consoles or computers is quite difficult. I would say it’s like comparing a car to a motorcycle. Both move, but one offers more entertainment, excitement, and emotional experiences, while the other offers more practicality.

A similar situation exists with gaming devices. You could say that smartphones have worse graphics or a more superficial gameplay experience, but their simplicity and pace open up a completely different gaming experience. Additionally, they are accessible anywhere and anytime. You don’t have to play only at home.

Currently, true gamers who play on consoles or computers don’t yet consider themselves in the same category as mobile device players. However, I think this attitude will change over time.

At the end of May, you invite your community to meet at the “Brawl Stars” mobile game tournament “Gaming tournament by Samsung Galaxy S24 Ultra.” Is it true that this is a gaming phenomenon? It is already estimated that “Brawl Stars”

downloads have exceeded 500 million. What is the secret of its popularity? How does this mobile game already have its own e-sports team today?

“Brawl Stars” stands out with its brilliantly designed combination. The game is extremely simple, and its concept is very straightforward. Defeat your opponent, and you will be the best. And the matches are super fast. You can play 3-5 matches in 5 minutes and charge your dopamine for the whole day. This is probably the main secret of the game’s success. Plus, there are various game accessories and special events that are very engaging.

Additionally, these are the reasons why this mobile game has its own e-sports team. It is competitive and easily understandable to a wide audience.

What will make the upcoming tournament of this game different from others?

For the gaming community, this “Gaming tournament by Samsung Galaxy S24 Ultra” is relevant because it gives us an impression of how many people are engaged in gaming with smart devices. “Brawl Stars” players have a unique opportunity to test themselves against the best players. Participants are also motivated by the impressive prize—a “Samsung Galaxy S24 Ultra”.

In the qualifications and selections, players will play in teams of two, and in the finals, the teams will be changed—the players who make it will be assigned one of the Lithuania’s famous content creators participating in the event. This should add a lot of intrigue and excitement, as it will show how well the best players can communicate with content creators who may not be as good in the game as they are.

More and more gaming-oriented phones are being introduced to the market. For example, the new “Samsung Galaxy S24 Ultra”. How do they help the culture of gaming on phones grow? Can a phone even influence game results?

Just like athletes or racers need the best equipment or gear, a powerful phone gives a player an advantage. The fewer technical issues you have in the game, the faster you can progress.

Meet the most famous gamers

All gaming enthusiasts and professionals will have the opportunity to experience the best gaming moments on May 24-26 in Vilnius at the largest popular culture event in the Baltic States, “Comic Con Baltics powered by Samsung Galaxy S24 Ultra.”

The “Gaming tournament by Samsung Galaxy S24 Ultra” will take place at the impressive “Galaxy AI” booth. Here, visitors will also meet K. Jankauskas (“LTU Republic”), Simas Anužis (“Svarbeuse dariti”), Edvisss, and other famous players in the Baltics. There will be an opportunity to get up close with the most advanced “Samsung” smart devices, discover new opportunities that innovative “Galaxy AI” artificial intelligence features open up for gaming.

At the beginning of this year, “Samsung” was the first to offer its users a smartphone with artificial intelligence features. These change many ways of using and controlling the phone, as well as the habits users have adopted until now. At the event, you will have the opportunity to get acquainted with and try out AI features such as “Search by highlighting,” “Photo editing,” “Notes assistance,” “Live translation,” “Chat assistance,” and others.

The post In gaming culture, phones are replacing computers: “Charge your dopamine for the whole day in 5 minutes” appeared first on European Gaming Industry News.

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PHP12-M CASH AT STAKE IN PAGCOR’S LINKED BINGO GAME

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Millions worth of cash prizes once again await bingo aficionados in the Philippine Amusement and Gaming Corporation (PAGCOR)’s “Mas Pinasayang Bingo Big Time Milyonaryo” linked bingo games slated on June 16, 2024 at the Le Pavillon Metropolitan Park in Pasay City.

A Php2 million cash prize is at stake in Game 10 while lucky winners from Games 1 to 9 will take home Php1 million per game. An additional Php1 million reward is up for grabs in the local games.

For every ticket worth Php3,000, players will get a chance to play four cards per game for 10 games.

To join, players may register and join the games at the host site or at participating Casino Filipino branches in Angeles, Bacolod, Cebu, Grand Regal, Ilocos Norte, Iloilo, Mactan, Mandaue, Olongapo, Tagaytay, Tagum and Talisay.

The post PHP12-M CASH AT STAKE IN PAGCOR’S LINKED BINGO GAME appeared first on European Gaming Industry News.

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