Industry News
Zendesk’s customer experience research reveals power of one “seamless conversation”
“Customer expectations are at an all-time high, and loyalty is fleeting,” according to the annual flagship report from leading global CRM provider Zendesk, which provides customer experience software to industry brands such as Big Fish Games, GameSys, Mr Green, LeoVegas, White Hat Gaming and more. At a time where brand allegiance is transient across land-based and online brands, the research provides insights into how companies, from start-ups to successful pioneers, can drive service and ensure customer reliability…
Zendesk, Inc., which serves more than 150,000 customers across a multitude of industries in over 30 languages, has been established in the gaming industry for more than twelve years and has recently released its annual Customer Experience Trends Report 2020 research, identifying trends that translate to gaming companies of all sizes.
Elisabeth Zornes, Chief Customer Officer at Zendesk explained: “While customer expectations continue to rise, the Zendesk Customer Experience Trends Report 2020 shows that companies aren’t living up to these expectations. For example, according to the report, many of the channels people want for fast, efficient resolution aren’t being offered. In fact, only a third of companies offer self-service options like knowledge base help centers, and less than a third offer chat, social messaging, in-app messaging, bots or communities.”
The issue of tech-based service solutions isn’t restricted to just iGaming as the report also highlights the increasing market saturation in land-based and hospitality too. “Businesses are facing competition from companies that are providing purpose-driven solutions in service of the customer, raising the stakes for everyone,” she said. “Well-established and iconic brands like the Four Seasons remain one step ahead because they invest in new technologies in continued pursuit of an easy and excellent customer experience.
“This presents a challenging landscape, and for companies that are struggling to navigate, the report identifies what businesses of all sizes, in every industry, can do to provide excellent customer service and create loyal customers, starting with the initial sales process.”
Based on global survey results and the Zendesk Benchmark, an index of product usage data from more than 45,000 global companies using Zendesk’s leading customer experience platform, the 2020 report highlights how the most successful companies achieve their position by executing four essential customer service attributes. These comprise: maintain one seamless conversation; harness customer data; embrace artificial intelligence; and, give customer experience a seat in the C-suite.
“Customers today expect uninterrupted conversations that don’t start or stop in the middle of their interaction or get lost in a different communication channel,” Zornes said. According to the report, half of customers will switch to a competitor after just one bad experience, and 80 percent will leave after multiple bad experiences. The research also reveals that service is a primary driver of customer loyalty, second only to price in determining whether customers feel loyal to a brand.
When it comes to data, the Zendesk Customer Experience Trends Report 2020 findings show that customers prefer companies to keep track of their data if it leads to better experiences, with more than 75 percent of customers wanting the personalization that comes with better insights. Being able to manage and interpret data is crucial for understanding customers and proactively identifying opportunities to better serve them.
Speaking about AI innovation in customer service, Zornes added: “As AI innovation becomes more accessible, it represents the future of customer service, and there is still a huge opportunity for companies to start taking advantage of the technology. Our findings show that only 37 percent of customer experience teams are using AI. However, high-performing customer experience teams are twice as likely to embrace AI, incorporating the technology across more channels and interactions with customers.
“And finally, in terms of C-level customer service approach, the most successful companies are tapping into the value of prioritizing the customer experience, and forward-thinking companies are bringing in leaders who can understand and champion the customer.”
While these four attributes aren’t a shortcut that immediately equals success, they are definitely a step in the right direction as customer service continues to evolve in the next decade. Focusing on the approach companies can take going into 2020 and beyond, Zornes concluded: “We are in an entirely new era of customer expectations to such an extent that service can make or break a company. To build a loyal customer base and truly differentiate themselves, companies of all sizes across industries and geographies must provide an easy and frictionless customer experience, earning and re-earning a customer’s business with every interaction.”
To learn more about the most important trends in the customer experience industry, the full the Zendesk Customer Experience Trends Report 2020 can be downloaded via https://www.zendesk.com/customer-experience-trends/.
SPAYZ.io has announced the launch of its new P2P Agent’s Dashboard, a centralised and automated operating system to help merchants in high‑risk industries manage agent networks, reconcile transactions and scale alternative payment methods across global markets. Built for sectors including iGaming, Forex and Crypto, the new dashboard replaces fragmented and manual workflows with a unified platform offering complete visibility and automation.
SPAYZ.io’s dashboard consolidates agent activities into a single, exportable system where transactions are recorded in real time, merchant callbacks are instant, and balances update automatically.
Unlike generic CRMs, the platform is specifically designed for P2P transactions. It automates commission calculations, reduces errors associated with manual pay‑in and pay‑out tracking and provides finance teams with a reliable and audit‑ready source of truth. Through integration with the SPAYZ.io gateway, merchants can connect agents across more than 35 markets, ensuring consistent workflows, faster GEO expansion and smoother onboarding as their P2P operations scale.
Tatjana Meluskane, CCO at SPAYZ.io, said: “P2P agent networks are essential for high‑risk merchants, but they’ve been extremely difficult to manage at scale. Our new dashboard centralises workflows, improves transparency, and removes the operational friction that limits GEO expansion and slows down growth.
“We listened to our partners and clients, took on board all of their needs, and have built this platform to give merchants complete clarity. I’m proud to say this is a market first, offering complete clarity with a new level of control and stability for businesses that rely on alternative payments.”
SPAYZ.io is also supporting merchants with round‑the‑clock operational and technical assistance, including incident management, route adjustments and customisable configurations. This ensures that payment models can be adapted quickly to market conditions without placing additional strain on merchant teams.
“The launch reinforces SPAYZ.io’s commitment to building infrastructure that supports the evolving needs of high‑risk merchants and strengthens the company’s position as a leader in local payment solutions across high‑growth regions,” Tatjana said.
The post SPAYZ.io Launches P2P Agent Dashboard for High Risk Merchant Payment Operations appeared first on Eastern European Gaming | Global iGaming & Tech Intelligence Hub.
Carsten Koerl Founder and CEO of Sportradar
Sportradar Introduces Playradar, Delivering Sports-Data-Backed Casino Content to Operators Around the Globe
New brand to link sportsbook and casino experiences via exclusive hybrid content.
Sportradar Group AG, a prominent worldwide sports technology firm that develops engaging experiences for sports enthusiasts and bettors, today unveiled Playradar, a specialized brand providing a comprehensive ecosystem of interconnected gaming experiences for international operators. This signifies the subsequent phase in the development of Sportradar’s iGaming operations.
Sportradar has recently appointed Edo Haitin, the former CEO of Playtech Live, to head its iGaming division as part of this expansion. Haitin offers over 20 years of experience in iGaming operations, live casino development, and executive leadership, contributing senior-level knowledge to enhance Sportradar’s iGaming expansion.
Playradar will leverage Sportradar’s live and historical sports data and AV streams, combined with casino games, to create unique, proprietary, hybrid products featuring:
- Live 24/7 Experience Centre – players will be offered a game and a live stream to watch simultaneously on the same screen, blending sports viewing and gaming for pure engagement or betting real money. This creates a community and opportunities for players to interact in real-time, sharing tips, game preferences and reactions.
- Live & Historical Streaming Sports/Casino Hybrid Content – transforming real sporting moments into interactive event driven gameplay by blending live and historical sports streaming with casino mechanics to create innovative hybrid gaming experiences. A live prediction product will also be powered by Sportradar’s live data.
- Premium iGaming Content – virtual sports and a full suite of casino games, from slots and table games to arcade and crash, developed to the highest standards for a positive player experience.
Sportradar is exceptionally poised to expand its iGaming operations by leveraging its current game studio, sports data knowledge, streaming abilities, and worldwide distribution network. The marketing, acquisition, and retention technologies of the company utilize profound understanding of player behavior across both betting and iGaming sectors, strengthening Sportradar’s connections with sportsbook and casino operators globally. Since most of Sportradar’s clients already function in both areas, iGaming serves as an organic pathway to foster sustained monetization and lifetime value in conjunction with betting.
Playradar will function solely in regulated markets, incorporating responsible gaming and integrity into each product it offers. Game launches are planned for 2026, starting in the UK, North America, and Latin America. The complete product lineup will include classic table games, arcade games, slots, and virtual sports.
Carsten Koerl, Founder and CEO of Sportradar, said: “iGaming represents a natural and scalable extension of our business, and a strategic acceleration of our long-term growth roadmap. Playradar content is designed to provide optimized cross-sell between the worlds of sport and casinos, helping operators to increase player value and session length at a time when engagement and retention are key to operational sustainability. In Edo, we have an experienced and proven industry leader to drive the business forward, with the support of a passionate and dedicated team.”
Edo Haitin, EVP of iGaming added: “By combining our unrivalled experience in sports data and live streaming, along with a proven track record of product development, we aim to create hybrid content and gaming experiences to capitalize on the rising popularity of sports casino consumption. We’re uniquely positioned to seamlessly blend live and historical sports events, innovative gaming mechanics, and casino content and have the advantage of being able to distribute games to an already licensed portfolio of operators. I’m incredibly excited to be further strengthening our iGaming business through Playradar and to grow it into a leader in iGaming content, leveraging Sportradar’s existing resources and the highly experienced and skilled team already in place.”
The post Sportradar Introduces Playradar, Delivering Sports-Data-Backed Casino Content to Operators Around the Globe appeared first on Eastern European Gaming | Global iGaming & Tech Intelligence Hub.
Table Trac Inc. (TBTC) has received patent-pending status from the U.S. Patent and Trademark Office for its proprietary AI-driven Table Games Manager / Manager Trainer. The system leverages machine learning trained on decades of table games transactional data and pit player data to create distinct player personas designed to challenge both human pit managers and artificial intelligence systems.
The solution is delivered through a realistic gaming floor simulation environment, allowing the generation of a simulated gaming floor to be configured. Each training session utilizes a randomized mix of the player personas, creating a continually changing set of scenarios that never repeat. This approach enables trainees to compete head-to-head against the AI, optimize floor decisions to improve yield, and better understand the factors driving each decision.
While initially developed for table games management and training, the underlying artificial intelligence, simulation, and decision support framework has broader applicability across the CasinoTrac platform. Management is exploring additional use cases for this technology across the Company’s suite of casino management solutions, reinforcing CasinoTrac’s long-term product roadmap and innovation strategy.
The post Table Trac Introduces Patent-Pending Artificial Intelligence Technology for Table Games appeared first on Americas iGaming & Sports Betting News.
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