Industry News
The customer is always right
Carl Degiorgio, COO at PressEnter Group, says that customer service is a powerful differentiator that most operators are not currently taking advantage of
Online casino operators such as PressEnter Group go to great lengths to ensure their brand delivers more value than those of their rivals. To do this, many focus on areas such as marketing, bonusing and the slots and games stocked in their lobbies.
But one of the most powerful ways to differentiate is also one of the most underestimated, and that is customer support.
Customer support is one of the most vital departments when it comes to the success of any company but especially an online casino. In an industry where creating a unique yet sustainable competitive advantage is challenging, this can be a key differentiator.
Customer service is so important because it is often the first point of contact for customers. It is where they go when they are considering signing up for the first time but have a question, need assistance during their time at the casino or if they have had a bad experience and are going to close their account.
This makes it a fundamental part of the overall player experience, and if run correctly can be used to convert more players, boost retention and drive cross-sell.
A blueprint for top-level customer support:
At PressEnter Group, we believe that good customer support comes down to providing the right information at the right time, but gold standard customer support requires going a step further.
At a minimum, players expect to be able to speak with agents at all times so this means offering 24/7 customer support across all channels – live chat, email, telephone, etc. Agents must be highly trained, and not only meet but exceed customer expectations always.
The philosophy of doing whatever it takes to ensure the player is happy and to make them feel valued needs to be embedded in the company culture and be applied to all departments and not just customer support.
Delivering the highest level of customer support is not without its challenges:
Just like any department within an online casino operator, customer support has many challenges to face and overcome. The main hurdle is hiring the right people for the job – customer service can be testing at times and to be a good agent requires talent and training.
For global operators, it is important to hire agents that speak different languages – as we all know, localisation is key to the success of an online casino. But it is just as important to train agents and to continue to help them develop and grow.
The only way to ensure agents meet the standards set by the company is to employ the best talent in the industry, and again that can be easier said than done. But by providing the right working environment, training and incentives, it can be done.
This is vital for operators that are active in multiple markets, as they have additional complexities to contend with. The greatest of these is the need to hire talent that can speak the local language and ensure that agents are available at all times despite the different time zones.
This is why PressEnter Group has hired a scheduling coordinator who is responsible for managing customer service agent rotas based on the expected traffic at different times of the day, on different days and in each of the jurisdictions where we are active.
Leveraging the latest technologies:
While having a talented and trained team of agents is key to customer support, so too is the technology used to deliver the service to players. In most cases, operators will use a third party for this, and, in our experience, it is vital to undertake due diligence prior to entering an agreement.
Operators need to ensure their chosen partner is robust and reliable and that they can scale in line with their own growth plans.
The latest technologies need to be combined with seamless processes and training. Beyond covering the basics, training should be wide in scope and granular in execution if support agents are to achieve the highest possible standards of service and reflect the brand’s image and core values.
Having the right processes in place ensures there is organisation within the department. This is especially important when scaling rapidly as PressEnter Group has – without clearly defined processes, there is a risk of generating chaos which in turn will negatively impact customer support.
PressEnter Group puts such importance on processes, organisation and training that we have a dedicated training coordinator as well as a QA specialist.
Customer service and responsible gambling:
Customer support is not only vital to acquisition, retention and delivering a superior player experience, it is also a powerful responsible gambling tool.
While licensed operators such as PressEnter Group offer the tools and information that players need to stay in control of their play, nothing beats the direct line of communication that customer support agents have with our customers.
They are able to observe playing patterns, monitor communications and make interventions as and when required. And they can do this with a personal touch.
The basics of customer support are the same for all operators, so to use this aspect of online casino to stand out they need to dare to do things a bit differently. You might not get it right the first time around, but over time it will lead to stand-out customer service.
At PressEnter Group, we have learned to master the basics and now put our own unique twist on customer support. This sets us aside from our rivals and is reflected in our customer satisfaction scores, which are way above the industry average.
There is minimal differentiation when it comes to games and payment methods being offered by operators, yet the customer service delivered by staff members simply cannot be replicated by other brands and this must be capitalised on.
Those that do will not only elevate the customer experience, but they will take player acquisition, retention and loyalty to the next level.
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Industry News
Trustly Announces Major Move to Guarantee Growth for Businesses Across Europe
Trustly announced a bold pledge to boost growth for businesses across Europe. In a major move to revolutionise the checkout experience for millions of people, the payments tech firm unveils the new Trustly Growth Guarantee.
The market-leading account-to-account provider is offering clients – current and new – a fresh way to pay at the checkout. As part of this, businesses are guaranteed to see an increase in conversion rates, to as high as 98.8%, and a clear reduction in the fees they pay in comparison with traditional payment methods.
Customers will enjoy fewer steps to pay and the added efficiency of return user recognition; Trustly guarantees supercharged success at the checkout. With predictable pricing, costs will be just one amount per transaction – with no variable fees at all. Trustly also states that it is dedicated to providing a seamless integration and will include Success Concierge as standard.
The initiative, revealed only a matter of days after impressive 2023 growth results were announced for the global leader in the industry, reflects Trustly’s unwavering confidence and commitment to continuing to innovate account-to-account payments. Last week, Trustly announced a 79% increase YoY in annual transaction value – reaching $58 billion in total.
Its track record for already attracting major global clients – some examples being Meta, eBay, HMRC, Zalando and Hargreaves Lansdown – signifies that there’s been a distinct change in customer preference and merchants priorities.
Businesses are making attempts to remain innovative and ahead of the curve as millions of consumers increasingly adopt open banking-enabled account-to-account solutions instead of other more standard options when they pay.
Jussi Lindberg, Chief Revenue Officer of Trustly Europe, said: “Our market-leading payment setup embodies Trustly’s mission: to be a growth partner for our clients. We don’t just provide payment solutions; we drive efficiency and value in their businesses. Trustly Azura has delivered remarkable results, and now businesses can experience its benefits. Account-to-account payments are booming, and we’re here to help businesses seize the opportunities it offers.”
If merchants do not see a boost in conversion or a drop in payment costs – at a processing rate of at least 50K transactions each month, for three months, Trustly will reimburse three months’ worth of processing fees. The guarantee is available for both new and existing European customers and is subject to Trustly’s general terms & conditions.
The post Trustly Announces Major Move to Guarantee Growth for Businesses Across Europe appeared first on European Gaming Industry News.
Industry News
Kutt Secures $1 Million+ in Funding and Surpasses 10,000 Users
Kutt, the leading social betting platform, announced that it closed the first quarter of 2024 with a successful fundraise of over $1 million and that it has surpassed the 10,000 user mark. The company also commissioned a study of 1000 bettors that clearly defines what social betting is and what users want — further cementing its ownership of the space.
“Betting has been a social activity for thousands of years, so it’s no surprise that consumers want the ability to facilitate and track wagers against their friends. If anything, bettors unquestionably prefer a more curated, social experience — they want to be part of a wider community and to be part of the conversation around sports, entertainment, and important events,” Sim Harmon, CEO and founder of Kutt, said.
While sports betting has boomed across the country since the Professional and Amateur Sports Protection Act (PASPA) was overturned in 2018, established gambling companies have largely stuck to the tried-and-true format sportsbooks have been using for decades — traditional sports bets against the house. But consumer desire to experience more has increased as the betting industry has matured, with 82% of bettors interested in wagering directly against their friends and other individuals through a decentralized platform, according to Kutt’s recently commissioned survey.
The survey found that, in addition to Kutt’s traditional offerings, an overwhelming majority of bettors (80%) are interested in wagering on non-sporting events, with 77% wanting to bet on entertainment, 62% interested in wagering on politics, and 60% with a desire to bet on life events. Kutt allows users to wager with friends on any event with publicly verifiable results, making it the ultimate “put your money where your mouth is” destination for fans. The survey also shed light on some compelling aspects and trends among current bettors, including:
- A higher percentage of bettors surveyed placed a wager with a friend in the past year (61%) vs. a sportsbook (60%)
- More than half of U.S. bettors (54%) have betting group chats with friends
- A majority of U.S. bettors (60%) text their friends about the progress of a bet while watching a game.
Adding further validity to the findings of the survey and the demand for a real-money social betting experience is Kutt’s recent $1 million+ institutional fundraise, led by Lightning Capital, a firm that invests in digital assets and online communities. The investment will fuel initiatives aimed at growing the Kutt community, enhancing user experiences, and expanding betting markets.
“We look for emerging companies in high-growth industries to invest in. Kutt’s enthusiastic user base, rapidly growing partnership portfolio, and their differentiated product offering were very attractive to us. We are eager to help them continue to define and own the social betting space,” Jock Percy, General Partner at Lightning Capital, said.
Industry News
Wazdan set to gain more ground at Casino Beats Summit Malta
Wazdan, the gain-focused developer behind some of the world’s most rewarding casino game experiences is set to make the most of the networking and relationship-building opportunities at Casino Beats Summit 2024 and share its groundbreaking Online gaining™ approach.
Leading a formidable team of Wazdan talent will be Chief Commercial Officer Andrzej Hyla. Joining him in Malta is Promo Tools Specialist Marcin Trafiałek, who has been nominated for the prestigious Product Manager of the Year award at the CasinoBeats Game Developer Awards 2024.
Trafiałek’s nomination recognises his pivotal role in the triumphant success of the Mystery Drop™ promo tool. Additional representatives from Wazdan’s Account Management and Marketing departments will also be on hand, eager to connect and share the latest Wazdan innovations.
Wazdan’s commitment to excellence is further underscored by its multiple nominations at the CasinoBeats Game Developer Awards 2024. The company’s exciting new titles and features are vying for top honours in various categories, including:
- Slot to Watch: 25 Coins™
- Game Mechanic of the Year: Coins™ series
- Game Feature of the Year: Coins™ series
- Game Music/Soundtrack: Book of Faith™
- Game Music/Soundtrack: Los Muertos™ II
- Game Retro-Style: Mighty Symbols™: Crowns
As a proud sponsor of CasinoBeats Summit 2024, Wazdan reaffirms its dedication to fostering a vibrant iGaming community and actively participating in industry-shaping events. The company looks forward to setting a course for success and collaboration at the summit.
Andrzej Hyla, Chief Commercial Officer at Wazdan said: “Casino Beats Summits are always fantastic events. This year sees us in the enviable position of being shortlisted for six awards which reflects the hard work our team of engineers and inventors have put into the experiences that add value for demanding players.
“We’re looking forward to meeting friends old and new at the event and sharing how we gain ground and ground gain.”
The post Wazdan set to gain more ground at Casino Beats Summit Malta appeared first on European Gaming Industry News.
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