To achieve the high evaluation, Andreia Oliveira, Chief Operating Officer of Betsul, explains that a series of initiatives were implemented to enhance and simplify the customer experience, such as quick withdrawals and 24/7 customer service.
"Despite the rapid growth that betting platforms are experiencing, we believe that every customer matters, and our team is ready to address a variety of demands at any time of the day. We aim to provide empathetic, patient, and high-quality service," states Andreia Oliveira.
Instant withdrawals
For customers who deposited via PIX, withdrawals are instant, reflecting in the user's account in less than 8 seconds. This innovation provides customers with a swift and efficient experience, eliminating the traditional wait associated with other withdrawal methods. For other methods, there is a maximum period of 3 business hours for withdrawal completion, and efforts are already underway to further reduce this time.
Each user can make up to 3 withdrawal requests per day, totaling an amount of R$ 10,000 (US$ 2,000). For withdrawals using Pixout, where the quick withdrawals are limited to R$ 1,000 (US$ 200), users can make up to 3 requests per day.
24/7 Customer Support and Humanized Assistance
With communication options including chat, chatbot, email, Telegram, direct messaging, and messenger, the platform stands out for its variety of channels to meet user needs 24 hours a day. Phone support is also available, giving customers the choice of the channel that best suits their preferences.
In terms of customer support, the betting platform adopts a humanized approach in its online assistance, ensuring that customers feel welcomed and heard. The support team consists of trained professionals, avoiding the use of robots or automated responses. Through continuous training, the company aims to maintain personalized and close communication, resolving issues in the fastest and most transparent manner.
Focus on Customer Experience
In addition to reviews on Reclame Aqui, where the company holds the RA1000 seal, Betsul uses the Net Promoter Score (NPS) to measure customer satisfaction in online support. Andreia Oliveira explains that consumer evaluations are crucial for identifying improvement opportunities and ensuring that the platform meets the expectations of the betting community. Based on data collection, a more assertive support plan is developed.
"A practical example of the usability of feedback is its collection by the CRM2 team, responsible for reactivating customers on the site. When asked about the reason for a customer ceasing to use the platform, we share any suggestions with the relevant departments that could be useful for site improvement and adjustment, ultimately aiming to prevent the incidence of inactive customers for similar reasons," notes Betsul's Chief Operating Officer.
Furthermore, as highlighted by Andreia, the betting site continues to enhance the customer experience with recent initiatives, such as the streamlining of the account verification process and the introduction of a chatbot to expedite customer service. The company is also planning to implement the "betbuilder" feature, allowing customers to customize their bets according to their preferences.
Source: GMB
