1. The context of the regulation and its impacts
With the recent regulation of the betting sector, which legalizes and regulates gambling in Brazil, bookmakers are adjusting to operate within a structure that values transparency, security and integrity of the game.
However, one of the major changes that directly impacts the platforms' marketing strategy is the prohibition of offering welcome bonuses. According to the regulation, bookmakers can no longer offer financial benefits or bonuses to attract new customers. This measure aims to combat practices that could be considered as “rigged gambling” or manipulation of bettor behavior.
However, how can companies remain competitive and still provide an engaging experience to their customers without resorting to initial bonuses?
2. The key to success: excellent customer service
Customer service therefore becomes an essential differentiator. Bookmakers that invest in high-quality support and transparent communication will not only be able to attract, but also retain bettors. The customer experience, especially on digital platforms, is the factor that will determine brand loyalty and ongoing engagement.
2.1. Personalized service
Importance of the human touch: Despite the digital environment, interaction with well-trained attendants improves the customer experience.
Use of CRM: Relationship management systems allow you to personalize service, creating closer connections with bettors.
2.2. Multichannel support
Wide availability: It is essential to offer support through different channels, such as live chat, social media, emails and telephone.
Agility and efficiency: Resolving problems quickly and effectively has a positive impact on the platform's reputation.
2.3. Education and engagement
Educational content: Teaching about odds, betting strategies and security creates trust and engagement.
Promoting responsible gaming practices: Informing about the risks of excessive gambling strengthens the platform's credibility.
3. The future of customer service in betting
Increasing consumer demands: Market evolution requires platforms to invest in high-quality service.
Service as a competitive advantage: Solid and transparent relationships are essential for customer loyalty.
Turning challenges into opportunities: Providing good service is not just a service, but an essential strategy for thriving in the market.
Betsul and RA1000
At Betsul, we always put our customers at the center of everything we do. It was with this seriousness and dedication that we became the first bookmaker to earn the RA1000 seal, a recognition that reflects our commitment to excellence.
From the first contact to the final stages of the journey on our platform, we work to offer the best possible experience, ensuring clarity, agility and quality support across all our communication channels. We believe that trust and respect are the basis of a good relationship, and this is what guides every decision we make.
This seal is more than an award: it is proof that, with serious work and genuine care, it is possible to stand out and set a new standard in the sports betting market.
Conclusion
In Brazil's regulated scenario, customer service is more than a necessity; it is the main foundation for the success of bookmakers. Investing in user experience, promoting trust and adopting innovative practices are the steps to building a solid and sustainable market. The future is promising for platforms that put the customer at the center of their strategies.
Andréia Oliveira
National Director of Operations at Betsul
