Good customer service is a crucial element in the success of online casinos. Unlike regular casinos, which have in-house customer support, online casinos rely solely on online channels to assist players. That said, many new online casinos overlook this key component of customer support.
Speedy, responsive, and helpful customer support can be a brand differentiator in this competitive industry. It’s one thing to attract players via ads and promotions—but something else altogether to keep them coming back for more!
This is where a stellar customer experience makes all the difference. Resolving issues and answering players’ queries as quickly as possible is a huge part of delivering that experience. For a start, it ensures your customers will remain loyal to your brand. In addition, because people often gamble online with real money, they need to trust that you’re sufficiently responsive and able to provide a rapid solution.
Overall, superior customer service increases your brand’s recall and loyalty, while bad service will ultimately cause players to leave the site.
Here’s how customer service for online casinos can help your business.
The Role of Customer Support for Online Casinos
The online casino industry has gained massive popularity in recent years, especially after the COVID-19 lockdowns. At the same time, online casinos face a serious challenge—providing top-notch support to players located all over the world. This is no easy task. To get it right, you need a highly effective customer support team to ensure a player's journey with your brand is smooth. For example, if a user is stuck at some point and needs assistance, it’s essential to offer a quick resolution before they get frustrated and choose to leave.
Further, players who are gambling online with real money tend to place a high premium on security and trust. As such, they need to know that the casino won’t take an unfair advantage. Users should be able to enjoy an efficient, reliable, and dependable gaming experience every time they log in.
In the gambling industry, multiple casinos vie for the attention of the same players. It follows that online casinos offering the best gaming customer service will have an edge over the rest.
A favorable customer experience promotes retention. It also generates loyal customers who’ll be advocates for your brand, even promoting it via word-of-mouth. On the other hand, a poor customer experience could prompt negative reviews, ultimately discouraging new players from logging in. Reputation is everything, and if that reputation is tarnished, the casino will be out of business.
Common Customer Service Issues
Online live dealer casinos may have specific issues that are liable to turn away would-be players. As online casinos offer hundreds of different gaming options—from slots and roulette to poker, blackjack, and more—a common question your support staff might encounter is advice on which game to play. A professional support team should be able to guide players through different games and offer recommendations.
Another widespread stumbling block relates to deposits and withdrawals. When there’s real money involved, users are often impatient for service. Nobody likes being in a situation where their money is in limbo and they can’t withdraw their winnings. In the case of casino games for money, customer service agents need to be aware of these problems. Moreover, it helps to offer different support options—such as phone, email, and live chat—so players can reach you easily.
In addition, your support staff should be ready to resolve a host of technical issues—for instance, helping with logins, frozen games, and canceled transactions.
Online Casino Customer Support Red Flags to Avoid
Players are usually very particular when choosing new online casinos due to the risks involved. Primarily, if they’re gambling online with real money, they want assurances that their funds are safe.
They’re also looking for a casino that has friendly, approachable support staff. Gambling is all about speed, so long wait times, unresponsive or unhelpful customer support, or poor-quality answers can be bad for business. Customers may see your brand as being less professional—and a potentially risky investment.
Look out for these red flags that can drive your players away.
No Online Reviews
Before deciding on an online casino, players like to read what others have to say about a brand. If there are no positive online reviews, it’s a huge red flag. Players will do their research, and if the casino has negative reviews—or none at all—they’ll likely opt for better-known online live dealer casinos.
This is why it’s important to display reviews and testimonials to attract a larger audience. A well-trained support staff can take the lead in collecting testimonials and gently nudging players to leave reviews.
Poor User Experience
Online casinos delivering a poor user experience will battle to sign up players. For this reason, a professionally designed website is non-negotiable. In fact, it’s often the user’s first touchpoint, as after they’ve seen your ad, the next step will be to land on your website. Make sure that your site is interactive and user-friendly enough for players to feel comfortable signing up.
Issues leading to a poor user experience could include the lack of a clear path for players to sign up and start playing, as well as options to start gaming that are difficult to find. This is why it’s critical to have an interactive yet simplified design. Along with this, you need a support team that’s ready to guide players from the get-go.
Poor Customer Service
Gamblers often do a recce before deciding on a specific online gambling site. And one of the easiest ways for them to spot red flags is by interacting with a brand’s customer service representatives. They’ll do this to find out which platform offers the best assistance and then join the one that suits their needs.
A good gaming customer experience should include a range of options. For example, email support, live chat support—and even phone support. On the other hand, if a site gives its users a hard time on the support front, taking days to solve problems, then it’s a definite red flag!
Several online casinos offer sign-up bonuses. These can be a pleasant surprise—a special personalized touch to make new players happy that they’ve chosen your brand.
However, if users are offered unrealistic bonuses, they might find it suspicious or simply too good to be true. This is why a sign-up bonus is a great idea—provided you’re not offering unrealistic returns that might drive new customers away.
Not displaying your license is one of the biggest ways to lose a customer’s trust. Regulators have established strict guidelines and rules for the operation of gambling casinos, covering everything from gaming to banking and customer support. If you follow the guidelines and obtain a license, customers will see this as a stamp of approval. In other words—they’ll know that they’re dealing with a credible partner. The permit also incorporates regular audits, financial monitoring, and security measures.
Most intermediate and advanced gamblers are aware of the importance of a license, so if they don’t see it, they’re most likely to move to another company.
Difficulty Withdrawing Money
Another major red flag for customers is being unable to withdraw the money they’ve made. A casino’s main goal is to provide a platform for players to earn money. However, if players are battling to withdraw their winnings, chances are they’ll quit. At this point, it doesn’t matter if the brand’s intentions are good—it’s the reality of the process that counts.
Online Casino Customer Support Best Practices
If you’re focused on having the best possible start, then follow these best practices for customer support.
Provide Multiple Channels of Support
Create an easy-to-follow contact form on your website that players can fill out to reach you. In addition, since many of them look for email resolution, make sure to display your contact email prominently. Also remember to mention your average response time. Some players might prefer quick resolution through live chat support or a phone call. Providing these multiple channels of support will help boost your customer service metrics.
Well-Trained and Knowledgeable Support Agents
Training your support staff is one of the most valuable investment you can make. Well-trained agents are able to achieve high first-call resolution rates. As a result, players don’t have to jump through hoops and speak to multiple agents. The better informed your staff, the more they’re likely to resolve customer queries at that very first point of contact. Moreover, they should be able to make players feel comfortable and assure them that their money is safe.
Support agents need to know the best practices of communication and interaction with customers, how to solve technical issues—and how to create long-lasting (positive) impressions on their audience.
Faster Response Times
Want to achieve a faster response time? Chatbots may be the answer. No one likes to be kept waiting for several hours—or days—after raising a support issue. With a chatbot, you can input pre-written questions and answers that resolve common queries. Furthermore, you can link this to your CRM tool to quickly deliver customer information, such as balance, last withdrawal, last transaction, and more. This will reduce the load on your support staff and increase your first call resolution time.
If the issue is more urgent, the chatbot should provide the option to connect with a human.
In online casinos, players come from all over the world—and not all of them are comfortable with the English language. What do you do in this scenario? Your business can’t afford to lose players from non-English-speaking countries, so a basic requirement is to create a website that’s multilingual. Players should be able to choose their language and browse through your website with ease.
When it comes to support, most casinos nowadays provide multilingual support for a better user experience. This shows that the brand actually cares about the needs of customers. Here, a multilingual support team will make players feel more connected to your brand.
Terms and Conditions with FAQs
Specifying terms and conditions on your website should lead to faster resolution. Your customers might not even need to contact you if you already have terms and conditions—along with a comprehensive FAQ page—on your website.
Make your FAQ section as broad as possible. For example, include video links to step-by-step tutorials. Additionally, the terms and conditions page should clearly include all the rules that customers are required follow. This will give them a good idea of what they’re getting into.
Outsource Your Customer Support
Hiring and training a team can be time-consuming. You need to go through the laborious processes of recruiting, training, and management. And once that’s done, it will still take your brand a long time to initiate actual customer service.
That’s why outsourcing your customer support team can be helpful. With an outsourcing solution, you won’t have to spend precious time on recruiting—just leave it to the pros. Instead, you can focus on building your brand while an experienced customer support company deals with your players’ problems and offers them solutions.
Managing a large volume of customer queries and complaints on a daily basis can be very stressful. With an outsource partner, you’ll be able to boost your customer support service—and your sales will skyrocket.
Supercharge Your Customer Support Today
An optimized customer support strategy is essential to delivering a great customer experience. However, it’s not easy to manage these processes all by yourself. Here, outsourcing services like Helpware can turn around your customer satisfaction scores.
At Helpware, we believe that human interaction is a key element in providing exceptional service. Our staff is trained to resolve queries in real-time, and our support team speaks 25 languages and is available 24/7/365 at multiple locations around the world. We also have an omnichannel presence, so your players can reach you using multiple devices—wherever and whenever they want.
Ready to supercharge your customer support? Contact Helpware today!