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The Untapped Potential of Localised Support January 2024
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Objective: Examine how customer experience shapes player retention and brand loyalty in iGaming, placing emphasis on the role of localised, high-quality support.
Answer:
In the rapidly evolving iGaming industry, players have more choice than ever before—whether it’s brands, slots, game types, payment options, the list goes on. With so much competition, customer experience is quickly becoming a significant differentiator for operators. The ability to deliver a seamless, player-centric experience across multiple jurisdictions is not just a competitive advantage but a necessity in retaining players in this growingly saturated market.
Customer experience today goes far beyond just problem-solving for players. It encompasses proactive, personalised engagement, meaningful recommendations, and a culturally resonant approach. The operators that succeed in this space are those who maintain high standards across these elements, delivering them in a timely and localised manner. Localisation, in particular, is a key factor in turning good customer service into exceptional customer experiences.
So, why is localisation so important? At its core, successful customer support is built on trust. But building trust across diverse jurisdictions is not something that can be achieved through a single, uniform strategy. Methods of communication are a prime example. In Brazil, where the newly regulated market is flourishing, players may expect warm and conversational interactions. In contrast, many European players often favour more concise and formal communication. Recognising and adapting to these cultural nuances allows operators to foster a stronger connection with their entire player base.
Beyond communication style, localisation also plays a critical role in regulatory compliance. The iGaming industry is highly fragmented in terms of regulations, and players are increasingly aware of their rights. A customer service team that understands local legislation implicitly adds immense value, ensuring compliance while delivering tailored support. This not only reinforces trust but also strengthens the player’s respect for the brand.
At the same time, operators face the challenge of balancing high-quality customer support with the flexibility needed to respond to fluctuating demand. This is where RokkerX delivers measurable value. By offering scalable resource allocation and rigorous cross-functional training, we ensure our teams can adapt to surges in demand; whether it’s a major sporting event in a specific jurisdiction or global-scale activity, without compromising on quality. Our teams remain aligned with the core values of our clients’ brands, ensuring a customer-centric approach at all times.
Looking ahead, the iGaming industry is poised for further transformation, driven by advancements in technology and localisation. At RokkerX, we are committed to staying at the forefront of these changes to help our clients deliver exceptional experiences. Trends like the growing prominence of omnichannel communication, including social media and in-app messaging, and advancements in natural language processing (NLP) will enable operators to communicate with even greater precision and cultural nuance. Yet, the future will demand more than just technology. The ability to strike the right balance between tech-driven solutions and the human touch will be essential in creating meaningful connections with players.
As the industry evolves, the blend of cutting-edge technology, cultural understanding, and human expertise will define the next era of player engagement. By staying ahead of these trends, RokkerX ensures our clients are not only prepared for the future but thrive in it.
The post The Untapped Potential of Localised Support January 2024 appeared first on European Gaming Industry News.
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Vibrant new addition to the Elysium Studios – Driven by Swintt line-up gives players the chance to spray their way to multipliers and maximum wins of 500x
Get ready to experience a carnival colour in Supa Crew – the dazzling new addition to the Elysium Studios – Driven by Swintt line-up that sees players team up with a dynamic group of graffiti artists to grab their spray cans and paint the town any shade they please!
Set in a fantasy kingdom filled with mushrooms, cats and other cute creatures, Supa Crew is a five-reel, 10-payline slot where wins are paid for adjacent matching symbols regardless of the reels they appear on. Utilising a vibrant line-up of bombs, sneakers, spray cans and crowns, the game features both mystery coin icons and big multipliers.
The first of these extras comes in one of two forms – either a regular 1×1 coin symbol or an enhanced 3×3 Mega Coin symbol. Should any instances of the former appear, they’ll spin to reveal identical icons, potentially resulting in further payouts. If no new wins are created, however, the Supa Crew can also show up to spray them the colour that results in the best prize.
Due to its size, the 3×3 Mega Coin is an enhanced version of the same mechanic that’s guaranteed to award at least a trio of three-of-a-kind wins. Again, after any Mega Coin reveal, the Supa Crew can randomly appear to spray new symbols onto reels and potentially create even bigger payouts.
As a final in-reel incentive, Supa Crew also features multiplier symbols that are depicted as a graffitied “M”. When one of these lucky icons appears, players will be asked to drag or swipe their screen to set it spinning, with each revolution adding a multiplier that’s paid out as an extra prize.
David Mann, Chief Executive Officer at Swintt, said: “With their dazzling designs and colourful cast of characters, every Elysium Studios slot is a guaranteed feast for the senses
“Boasting coin and Mega Coin symbols that can boost players’ base game prizes and an additional multiplier bonus that perfectly showcases the slot’s mobile-first design, I’m sure this vivid addition to our line-up will go on to become a huge hit with operators and players alike.”
The post Colour the world your way in Supa Crew by Swintt’s Elysium Studios appeared first on European Gaming Industry News.
Provider’s latest slot takes players to the wild frontiers of North America where they can chase down blazin’ wins with the help of Wilds, a Hold & Win bonus and Jackpots
Players can charge into action and lock in mighty wins in Blazin’ Buffalo Extreme Hold & Win, the latest slot from in-demand studio, Rival.
This game is all about explosive action, with players caught up in a stampede across an arid frontier where they join the magnificent beasts to chase down blazin’ wins.
They are helped along the way by different Wilds, a Hold & Win feature, Jackpots and the chance to win up to 20,000x the bet.
The Buffalo Wild Symbol lands on reels two to five and substitutes for all other symbols except the Bonus Scatters, boosting wins.
Feel the heat with the Blazin’ Sun Hold & Win Bonus with six Prize Symbols for massive jackpots. Lock in wins, reset the Respins and fill the board for a shot at the 20,000x max win.
The In-Game Jackpots hold tons of big win potential, too, with 10,000x up for grabs.
Mini, minor and Major jackpots land as Prize Symbols, while the Grand Jackpot awaits those who fill all 15 spots in Hold & Win.
This is a game where the big beasts roam, with Expanding Buffalo Reel with Respins triggering when the Buffalo Wild lands on reel three.
The Wild then expands to fill the entire reel and awards the player with a free Respin for the chance to land even more wins.
But that’s not all. Blazin’ Buffalo Extreme comes with the option to Buy the Bonus with players able to purchase the Blazin’ Sun Hold & Win feature.
The game is set across five reels and three rows with 243 ways to win. The volatility is set to the max with a score of 5/5.
Operators can choose from a range of RTPs including 92.5%, 94.34% and 96.02%, the latter being the game’s default RTP.
Ryan Maclean, Head of Games at Rival, said: “Blazin’ Buffalo Extreme Hold & Win is an action-packed slot that takes players to the big win plains of North America where they join the stampede towards a massive 20,000x potential payout.
“Hold & Win slots are hugely popular right now, and in Blazin’ Buffalo Extreme, we have built the gameplay around the mechanic but with added excitement through Wilds, Jackpots and the option to Buy the Bonus.
“This is a thrilling slot, and we look forward to seeing players charge into action and join these magnificent beasts as they chase down the blazin’ wins the game provides.”
The post Join the big win stampede in Blazin’ Buffalo Extreme Hold & Win from Rival appeared first on European Gaming Industry News.
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