Zendesk, a software developer with strong penetration in various economic segments, both B2B and B2C, has just made its customer service platform solution available to the Brazilian market, which brings together in a single system all the channels that until then were spread across different means.
Integration involves social networks (including Instagram directs), email, live chat, phone call, whatsapp and all the other channels that a bookmaker's customer uses when they need support - whether technical, commercial or complaint.
Zendesk was born in Silicon Valley and is currently present in 180 countries, serving clients such as Spotfy, iFood, Uber, Nubank and countless others with a platform that integrates, records and analyzes every interaction between a customer and a supplier. And this tool is now also available for bookmakers and, according to the company, its main objective is customer retention.
Although the customer support team remains linked to the sportsbook, the entire system is made available so that the sportsbook has a single channel for registration, monitoring, analysis and service improvement. Zendesk performs, in addition to the implementation of its platform, all the training necessary for bookmakers to have the best interaction with the system.
According to Bruno Carvalho, responsible for the commercial service to bookmakers operating in Brazil, Zendesk offers a complete support solution for the sportsbook to focus on its core business, which is to offer the best and differentiated service, in which the end user can feel privileged as a customer regarding all their demands for support service.
“Bet companies were not organized and able to respond quickly and guarantee a good experience for their customers and we found in the segment the opportunity to offer a unique solution to guarantee their success in meeting the demands of their users,” he comments.
According to him, the insight to get closer to the sports betting segment in Brazil was born from demands from Zendesk's headquarters in California, which was sought out by companies in the sector to find an effective solution in customer service.
“Our tool adapts perfectly to this need and we started to adjust the platform so that it operates according to the demands of bookmakers. And more than that, in the right time, since especially during the matches, the flow of service increases due to the doubts or needs of the players,” says Bruno.
According to him, all channels that involve the customer's relationship with a bookmaker are included in the Zendesk system, such as social networks (including Instagram directs), chat, phone calls, email and even user interactions with platforms. external sources, such as ‘Reclame Aqui’, which is also integrated into the Zendesk system.
Currently, Zendesk already has its service platform in operation with several clients in the sports betting sector, such as Betano, EstrelaBet, BetPix365, Vai de Bet, Papi Games, PixGames, Rei do Pitaco and many others.
"Brazilian expectations of customer experience are one of the highest in the world, and a Zendesk study, CX Trends 2022, showed that 7 out of 10 of them would stop shopping with a brand after a single bad experience, regardless of industry. Increasingly, customers are comparing the service they have had in retail, for example, with what they want to have on online gaming and betting platforms or in the banking service,” comments Alan Schulte, director of sales at Zendesk for Latin America.
According to him, the same study showed that having a quick, simple, personalized service and in the channels in which each one prefers to speak makes all the difference so that the customer feels satisfied and buys more with a certain service. “That's why Zendesk offers an integrated and flexible SaaS platform so that all this and more is available to companies of any size or industry,” says Schulte.
Source: GMB
