To start this conversation, I propose that you ask yourself the following question: is there anything worse than buying a product, or purchasing a service and being poorly attended if you need help?
Our feelings are the worst possible, aren't they? The impression of having been convinced to buy and now be left in the background is terrible.
If the experience is bad enough when we buy a concrete asset, such as a car or a TV, think about the customer's feeling when the service involves entrusting their financial resources in exchange for a possible prize pool, as is the case with betting and gaming sites.
In addition to licenses and regulations, excellent customer service is a very important pillar that attests to the security of the platform for the customer.
Numerous websites have emerged in Brazil. Certainly, service is one of the most crucial points to ensure the success of the operation in the long run.
Unfortunately, many operations realize the value of competent support too late. Did you know that some customers contact support before you even register on the site?
They do this because they want to check the quality of the service and, possibly, have already experienced some distaste in relation to the theme.
Good support contributes to brand recognition
Every online bettor needs to feel protected. Therefore, customer support is one of the main criteria for selecting your preferred sites.
Ideally, the operator should assist 24 hours a day, 7 days a week. The most diverse questions can be, such as information about the games, payments, bonuses and other aspects of the experience.
In addition, the world's largest websites serve customers in different time zones. A service of excellence creates a reputation for brand.
A customer service prevents any simple problems from becoming complex challenges
Issues related to withdrawals are some of the problems that most damage the reputation of a gaming operator. And we know that technical failures can occur by disrupting transactions.
At this point, if the customer has the support they deserve from the support, such complications can be circumvented. However, when he realizes that the provider does not take his complaints seriously, he will surely go to another site.
Negative experiences translate into criticism on networks. Gaming operations that fail to meet their challenges receive hard-hitting criticism quickly, which could hinder their trajectory.
The "FAQ" page cannot be a substitute for custom support
The FAQ section may even exist on your site! It will help your customers solve simple and one-off problems.
However, it is impossible to predict any potential doubts that may arise. That's why the real interaction with the attendants makes all the difference.
Offering several contact options certainly increases confidence in the seriousness of the site.
Excellent support transforms new customers into loyal users
With the goal of retaining users, gaming sites offer hundreds of games, attractive bonus packs and various payment methods.
However, "first-time players" can feel quite confused because of this large number of options for everything.
It is at this point that the support team should have the role of explaining to the customer about all the possibilities and services of the site. The ability to respond to their concerns makes your audience feel valued.
If you want to talk more about this very important topic, please contact me. I certainly have some good ideas to suggest your operation.
Natalia Nogues
CEO of Control+F5 Gaming
