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Betting economy can maintain growth through internal focus states Zendesk

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Betting economy can maintain growth through internal focus states Zendesk
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The online gaming sector’s success in recent years is often reported as a result of new technology, emerging markets and exciting content but customers’ experience is essential too and excellent service needs to happen from the inside out according to Zendesk.

As the leading customer service and engagement platform across hundreds of industries including iGaming, mobile, retail and hospitality, Zendesk is ideally positioned to analyse the growing impact customer service is having on revenue and brand loyalty within the online gaming sector in recent years. However, with more and more online gaming companies developing and releasing new slots each week Zendesk explains why customer retention isn’t all about keeping players happy and why sometimes it really is what’s on the inside that counts.

Sarah Manning, Human Resources Director, EMEA at Zendesk believes the improvement of employee experience even within sectors which aren’t face-to-face customer facing such as iGaming remains a vital part of overall expansion strategy. Manning explained: “Companies that excel at internal customer service strive to instill a culture of collaboration and cooperation, where everyone is on the same team working toward the same goals. That could mean a marketing manager promptly fulfilling a sales request, or an IT tech patiently resolving system issues for a member of the customer support staff. By having clear systems for employee engagement, you can unite the team around the common mission of delivering a market-leading customer experience.”

“When a company prioritizes internal customer service, its employees are happier and better equipped to provide the type of external customer service consumers expect,” they continued. “Happier employees are also more loyal and help boost the company’s bottom line.”

The essential components of effective employee engagement are not vastly different to the key attributes of what makes a new online slot successful or the basis of any kind of positive relationship. Manning highlights the need for three core essentials for internal customer service; a strong emphasis on communication; an ability to recognise greatness; and, putting the power in employees’ hands.

Communication is a core part of Zendesk’s business and in 2019 the company expanded its omnichannel presence with WhatsApp support integrations as well as developing its relationship with Slack. Manning believes connecting conversations between employees and management on any messaging channel – from websites and mobile apps to the world’s leading messaging apps like WhatsApp and Facebook Messenger – is the path to empowering from the inside out.

“Successful internal customer service requires employees who can effectively communicate,” they said. “When a manager in operations asks for information from finance, they should know who to approach and be comfortable doing it. Employees on the receiving end of the requests shouldn’t just be willing to work together—they should be eager to provide answers. One way to improve in office communications is to encourage alternatives to email. Replacing the passive, time-zapping form of communication with something more active, such as Slack, will encourage conversations, camaraderie, and the use of GIFs.”

Zendesk’s international team pride themselves on being ‘people people,’ and this focus on the individual as part of the whole forms the basis of their internal infrastructure. With online gaming companies ranging from two-person outfits to giant global powerhouses it can be difficult to give the correct credit to staff where it’s due, however Manning believes the key to effective recognition is matching the praise to the employee. “Happy employees lead to happy customers, and one way to keep members of any team in good spirits is to celebrate them when they do well,” she explained. “This could mean a year end bonus to the top salesperson or a end-of-the-week shoutout to the highest rated customer service rep. Letting employees know they’re doing well is a key part of letting know they’re appreciated.”

The final piece of the internal customer puzzle according to Manning is increasing opportunities for self-service making life easier for both the employee who needs information and the employee who has it. Providing a self-service portal via Zendesk’s powerful new product, Gather, can allow staff to look up company holidays or to troubleshoot common email issues hence allowing the HR and IT departments to use their time handling more significant challenges.

“Giving power to your employees isn’t just about convenience,” explained Manning. “When people are allowed to solve their own problems, they grow more comfortable with autonomy and more likely to come up with new, game changing ideas. Along with fostering creativity, the Harvard Business Review found that empowerment creates happy, high performing employees. Those are the type of internal customers you want serving the external ones.”

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Meridian Donate: Revolutionizing CSR in the Betting and Gaming Industry

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This unique platform allows customers to actively participate in and fund various environmental, societal and humanitarian projects, setting a new standard for customer engagement and community impact.
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  • Innovative engagement strategy positions MeridianBet as a leader in CSR within the betting and gaming industry
  • Optimized brand loyalty as active customer participation in CSR strengthens connection and loyalty
  • Scalable impact, as the model is designed for expansion and could be adapted to new markets, indicating potential for widespread adoption and growth

Transforming Customers into Environmentalists and Humanitarians

MeridianBet’s pioneering initiative, Meridian Donate, is transforming the betting industry by engaging customers directly in corporate social responsibility (CSR) actions. This unique platform allows customers to actively participate in and fund various environmental, societal and humanitarian projects, setting a new standard for customer engagement and community impact.

Key Features of Meridian Donate:

  • Direct customer involvement: Customers are not just donors but active participants in CSR decisions
  • Diverse programs: Offers choices from global afforestation to local humanitarian efforts
  • Partnerships with renowned organizations: Collaborates with entities like the Red Cross and UNICEF

Expanding Impact: A Year-by-Year Growth

The Meridian Donate platform has seen substantial growth in its scope and impact:

  • Number of individual campaigns: Grew from 8 in 2021 to 20 in 2023
  • National markets Integrated: Expanded from 3 in 2021 to 8 in 2023
  • Direct Beneficiaries: Increased from 43 NGOs in 2021 to 159 in 2023

In 2023 alone, the platform’s expansion into eight markets facilitated 20 customer-funded campaigns, directly benefiting 159 NGOs, up from 122 the previous year.

Continued Commitment to Innovation and Community Involvement

Meridian Donate not only showcases MeridianBet’s dedication to CSR but also redefines the role of digital marketing within the industry. By converting sports bettors into active CSR participants, Meridian Donate enhances customer loyalty and brand value, making it a critical element of MeridianBet’s market strategy.

Recent Successes and Future Outlook

In its recent operation, Meridian Donate has launched an ambitious global afforestation initiative, committing to plant 20,000 seedlings across various regions. This project not only underscores our environmental commitment but also enhances our brand’s community presence. Already, several hundred contributions have been recorded in the platform’s first month, indicating robust customer engagement and support.

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Games Global Announces Launch of IPO

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Games Global Limited (“Games Global”), a leading developer, distributor and marketer of innovative online, casino-style gaming (“iGaming”) content and integrated business-to-business solutions to iGaming operators, announced today that it has launched the roadshow for its initial public offering (“IPO”) of 14,500,000 ordinary shares.
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Games Global Limited (“Games Global”), a leading developer, distributor and marketer of innovative online, casino-style gaming (“iGaming”) content and integrated business-to-business solutions to iGaming operators, announced today that it has launched the roadshow for its initial public offering (“IPO”) of 14,500,000 ordinary shares. The offering consists of 6,000,000 ordinary shares offered by Games Global and 8,500,000 ordinary shares to be sold by Games Global’s existing shareholder (the “Selling Shareholder”). Games Global will not receive any proceeds from the sale of the shares by the Selling Shareholder. The underwriters will have a 30-day option to purchase up to an additional 2,175,000 ordinary shares from the Selling Shareholder at the IPO price, less underwriting discounts and commissions. The IPO price is currently expected to be between $16.00 and $19.00 per share. Games Global has applied to list its ordinary shares on the New York Stock Exchange under the symbol “GGL”.

J.P. Morgan, Jefferies and Macquarie Capital are acting as joint lead book-running managers for the proposed offering. Barclays and BTIG are acting as book-running managers for the proposed offering.

The proposed offering will be made only by means of a prospectus. Copies of the preliminary prospectus relating to the proposed offering, when available, may be obtained from:

  • J.P. Morgan Securities LLC, c/o Broadridge Financial Solutions, 1155 Long Island Avenue, Edgewood, NY 11717, or by email at [email protected] or [email protected];
  • Jefferies LLC, Attention: Equity Syndicate Prospectus Department, 520 Madison Avenue, New York, NY 10022, by phone at (877) 821-7388, or by email at [email protected]; or
  • Macquarie Capital (USA) Inc., Attention: Equity Syndicate Department, 125 West 55th Street, New York, NY 10019, or by email at [email protected]

A registration statement relating to these securities has been filed with the U.S. Securities and Exchange Commission but has not yet become effective. These securities may not be sold, nor may offers to buy be accepted, prior to the time the registration statement becomes effective. This press release does not constitute an offer to sell or the solicitation of an offer to buy these securities, nor shall there be any sale of these securities in any state or jurisdiction in which such offer, solicitation or sale would be unlawful prior to registration or qualification under the securities laws of any such state or jurisdiction.

In any member state of the European Economic Area (the “EEA”) this announcement, and the offering, are only addressed to and directed at persons who are “qualified investors” (“Qualified Investors”) within the meaning of Regulation (EU) 2017/1129 (the “Prospectus Regulation”). In the United Kingdom, this announcement, and the offering, are only addressed to and directed at persons who are “qualified investors” within the meaning of the Prospectus Regulation as it forms part of domestic law in the United Kingdom by virtue of the European Union (Withdrawal) Act 2018 who (i) have professional experience in matters relating to investments falling within Article 19(5) of the Financial Services and Markets Act 2000 (Financial Promotion) Order 2005, as amended (the “Order”), (ii) are high net worth entities who fall within Article 49(2)(a) to (d) of the Order, or (iii) are persons to whom it may otherwise lawfully be communicated (all such persons being referred to as “relevant persons”).

This announcement must not be acted on or relied on (i) in the United Kingdom, by persons who are not relevant persons, and (ii) in any member state of the EEA, by persons who are not Qualified Investors. Any investment or investment activity to which this announcement relates is available only to and will only be engaged with (i) in the United Kingdom, relevant persons, and (ii) in any member state of the EEA, Qualified Investors.

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Genome and Chilli Partners join forces to revolutionize iGaming affiliate payouts

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Leading the charge in the convergence of financial technology and iGaming, Genome, a cutting-edge electronic money institution, is thrilled to announce its strategic partnership with Chilli Partners, a prominent iGaming affiliate program specializing in casino games.

The collaboration marks a pivotal moment in the iGaming industry, bringing together Genome’s expertise in online financial services and Chilli Partners’ prowess in affiliate marketing. The partnership is set to redefine the landscape of affiliate payouts, offering an array of benefits to both affiliates and the iGaming community at large.

“We are excited to embark on this journey with Chilli Partners. By combining our financial expertise with their influential position in the iGaming affiliate space, we aim to set new standards for efficiency and innovation in affiliate payouts,” – noted Genome’s CEO Daumantas Barauskas.

For one, the partnership offers efficient payouts. Affiliates can now enjoy expedited and secure payouts through Genome’s state-of-the-art financial infrastructure, enhancing their overall experience and satisfaction.

It also provides global reach for Chilli Partners, as it can extend its reach to affiliates worldwide with Genome’s international payment capabilities. This allows Chilli Partners to foster a more diverse and expansive network.

The partnership streamlines financial workflows, ensuring seamless transactions and reducing administrative overhead for Chilli Partners, allowing them to focus on delivering top-notch affiliate services.

Genome is all about innovation in payments and online financial services. This approach brings new possibilities for payment options, providing flexibility and convenience for affiliates participating in the Chilli Partners program.

Lastly, the collaboration prioritizes compliance and risk management, assuring affiliates of secure and compliant transactions in accordance with industry regulations.

“This partnership aligns perfectly with our commitment to providing the best possible experience for our affiliates. Genome’s advanced financial services will play a crucial role in elevating our affiliate program to new heights”, – added Clayton Zammit Cesare, Head of Affiliates at Chilli Partners.

As the iGaming industry continues to evolve, Genome and Chilli Partners stand united in their dedication to driving positive change, innovation, and reliability. The partnership is poised to create a ripple effect, positively impacting the entire iGaming ecosystem.

About Genome

Genome is a leading EMI that provides innovative financial services, including batch payouts, SWIFT, and SEPA transfers. With a focus on efficiency and compliance, Genome empowers businesses across various industries, including iGaming, to streamline financial operations and enhance user experiences.

For more information, please visit https://genome.eu/

About Chilli Partners

Chilli Partners is a prominent iGaming affiliate program specializing in casino games. With a commitment to excellence, Chilli Partners connects affiliates with top-tier iGaming brands, offering a lucrative partnership that includes competitive commission structures and tailored support.

For more information, please visit https://chillipartners.com/

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