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.
IGT Earns Top Score in Human Rights Campaign Foundation’s 2023-24 Corporate Equality Index
International Game Technology PLC (IGT) announced that it received a top score of 100 on the Human Rights Campaign (HRC) Foundation’s 2023-24 Corporate Equality Index (CEI), the nation’s foremost benchmarking survey and report measuring corporate policies and practices related to LGBTQ+ workplace equality.
The 2023-24 CEI includes 1384 participants and showcases how US-based companies promote LGBTQ+ friendly workplace policies in the US and abroad. The educational arm of the nation’s largest LGBTQ+ civil rights advocacy group, the HRC Foundation rated businesses on detailed criteria across four central pillars:
- Non-discrimination policies across business entities.
- Equitable benefits for LGBTQ+ workers and their families.
- Supporting an inclusive culture.
- Corporate social responsibility.
“IGT being recognized once again with a top score in HRC’s 2023-2024 Corporate Equality Index demonstrates our commitment to delivering an inclusive workplace culture where LGBTQ+ employees are welcomed and valued. Over the last few years, IGT has implemented a variety of important policies, practices, and benefits to make IGT a more inclusive employer for LGTBQ+ professionals, elevate company-wide allyship, and support IGT’s objective of continuous DEI learning and improvement,” said Brian Blake, IGT Vice President, Diversity, Equity & Inclusion.
“For well over two decades, businesses have played an important role in furthering LGBTQ+ equality by centering employee needs and voices when it comes to workplace inclusion. While there is much more work to be done, year-over-year growth in CEI participation is evidence of a business community that recognizes the responsibility and value in upholding equity and inclusion. Our goal at the Human Rights Campaign Foundation is to work in a spirit of partnership with companies, providing educational resources, leading benchmarking, and collaborating on ways for businesses to support the LGBTQ+ community,” said RaShawn “Shawnie” Hawkins, Human Rights Campaign Senior Director of Workplace Equality.
Since 2018, when IGT created the Office of Diversity & Inclusion (now the Office of Diversity, Equity & Inclusion), the Company has implemented a range of programmes, policy and systems changes, and leading practices that have promoted all dimensions of diversity to make it a more attractive and inclusive employer. These actions include:
- Implementing more inclusive and equitable hiring processes, including utilising LGBTQ+ job boards to post positions.
- Creation and support of employee-led and executive-sponsored Employee Impact Groups (EIGs) to work cohesively with IGT’s DEI team and support the development of new programming and policies.
- Facilitating mandatory and elective employee training courses that help support IGT’s diversity, equity and inclusion initiatives, including training on unconscious bias, cultural awareness and harassment.
- Establishing gender transition guidelines to best support an employee and their manager, human resources business partner, or an employee’s dependent who is transitioning.
- IGT’s commitment to LGBTQ+ employees extends to the Company’s global offices and facilities through its transgender-inclusive restroom/facilities policy and gender-neutral dress code policies.
- The voluntary option for employees to personally select and share their preferred pronouns. Respecting and creating space to recognise gender identity is a core element of DEI at IGT.
Genius Sports Launches FanHub ID, the First Unified Fan Identification Solution for Advertising
Genius Sports, the global leader in sports data and technology, launched an innovative new identification solution, FanHub ID. The privacy-compliant solution uses proprietary online and offline data signals to build fan-based profiles, giving marketers and content owners new opportunities to reach and measure engaged sports audiences at scale.
With an innovative approach to activating sports-based identity signals powered by AI-based technology, Genius Sports will offer its customers the ability to reach audiences on and offline. Leveraging the Genius fan-based identity graph, Genius Sports puts the power back into the hands of the marketer and content owner to reach, engage, measure and capture audiences across channels in an always-on ecosystem. The new FanHub ID revolutionises sports advertising and marketing by offering a single, unified profile for millions of sports fans, enabling customers to find their audience in contextually relevant content across programmatic and digital channels.
“Sports fans make up the world’s most passionate audiences, but marketers and content owners still struggle to identify, measure, and engage their fan personas. FanHub ID gives them the ability to activate fan data to enable long-term loyalty,” Manny Puentes, GM of Advertising at Genius Sports, said.
The new technology will be rolled out and made available to all existing Genius Sports customers. The key benefits of FanHub ID include:
- Sports content owners can better understand and engage their fans to generate incremental sponsorship dollars.
- Fanbases can finally be found across multiple marketing channels and reached with privacy-compliant personalised messaging.
- A single, unified profile for millions of sports fans enables brands to run relevant ad campaigns to specific sports audiences based on their individual interactions and preferences.
“FanHub ID drives immediate impact to current Genius Sports customers by helping them better understand their audience and extend their sponsorship dollars beyond their owned and operated content. Sports content owners will finally have the insights they need to drive deeper engagement and find the most valuable fans of the future,” Josh Linforth, Chief Revenue Officer at Genius Sports, said.
Experts from Las Vegas and Macau to Appear at Arabian Business Casino Countdown Conference
Some of the world’s biggest casino bosses from Las Vegas and Macau have been confirmed to speak at “Casino Countdown,” the first-ever Arabian Business Conference to focus entirely on gaming. The event will take place at The Atlantis, Royal on January 25 next year, from 9 am.
The stellar line up is being led by Debra Nutton, an industry legend with experience working at MGM, Bellagio and Wynn Resorts. She will deliver a keynote on the opportunities and challenges the industry faces, along with revealing the best practices and innovations the ecosystem will need to keep in mind.
Also confirmed to speak is Alex Dixon, the President and CEO of Q Casino and DRA. Another industry legend who worked in Las Vegas, Dixon has previously held senior leadership roles at MGM Resorts International, Caesars Entertainment Corp, and Goldman Sachs & Co. Dixon will delve into the financial intricacies of the gaming landscape, while outlining the investment model and prospects for potential operators, including the positive economic impact on local communities.
The UAE announced this year the appointment of its first-ever gaming regulator – the General Commercial Gaming Regulatory Authority (GCGRA) – and regulations are set to play a key part in any growth of the industry.
One of the world’s most renowned lawyers in gaming, Antonio Lobo Vilela, is flying in from Macau to speak on the topic. He previously played a key role as the senior legal adviser to the Macau Gaming Commission, where he oversaw the first gaming concessions in the special administrative region. Vilela will deliver insights into successful regulatory models and best practices, while touching on the trends of gaming regulations worldwide.
The event will also have a special focus on technology including the opportunities in the thriving world of Web 3.0. The UAE is a global pioneer in this field, with Dubai already unveiling a plan to become a hub for metaverse development. One leading firm in this arena, metaverse-focused specialist Megavrse, will showcase how consumers will be able to experience gaming virtually, and the impact this could have for the ecosystem both in the region and further abroad.
Other key speakers will be announced in the coming days.
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