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/.
SOFTSWISS, a global tech company with over 15 years of experience in iGaming, celebrates its success at the AffPapa iGaming Awards 2024 in the Aggregator of the Year category.
The AffPapa iGaming Awards acknowledge the industry’s top affiliates, operators, and B2B providers for setting new standards of excellence. Due to its innovative approach and extensive game catalogue, the SOFTSWISS Game Aggregator earned its honourable place among industry leaders.
Last year, the award-winning product received recognition at the prestigious EGR B2B Awards and SiGMA Europe Awards. These achievements align seamlessly with the findings of the Kantar marketing survey, which revealed that 93% of current SOFTSWISS Game Aggregator clients are satisfied with the product.
In 2024, the SOFTSWISS Game Aggregator achieved a significant milestone by handling over €13 billion in bets monthly. A remarkable surge of almost a third over the past six months highlights the product’s general adoption and expanding popularity. Over 1,000 brands worldwide rely on its expertise and functionality.
At the moment, the SOFTSWISS Game Aggregator’s vast game portfolio exceeds 20,000 unique games, with 3,500 new ones added in 2024, solidifying its position as a recognised industry leader. The number of providers surpassed 260 distinct partners.
Tatyana Kaminskaya, Head of SOFTSWISS Game Aggregator, expresses her delight about the achievement: “This prominent win is a testament to SOFTSWISS’ outstanding contributions to the industry. By seamlessly connecting operators with top-tier game providers, our Game Aggregator has not only streamlined the gaming experience but also facilitated access to a diverse range of content for players worldwide. The team is grateful to our clients and partners for their trust, which fuels our commitment to excellence and innovation in the iGaming sphere.”
In pursuit of heightened client satisfaction, SOFTSWISS has introduced cross-product integrations, seamlessly connecting the Game Aggregator with both the Sportsbook and the Jackpot Aggregator. The Tournament Tool implementation empowers operators to captivate players more effectively. With its intuitive in-game interface, this tool ensures players remain aware of ongoing gaming campaigns, offering operators a distinct competitive edge.
About SOFTSWISS
SOFTSWISS is an international technology company with over 15 years of experience in developing innovative solutions for the iGaming industry. SOFTSWISS holds a number of gaming licences and provides comprehensive software for managing iGaming projects. The company’s product portfolio includes the Online Casino Platform, the Game Aggregator with over 20,000 casino games, the Affilka affiliate platform, the Sportsbook software and the Jackpot Aggregator. In 2013, SOFTSWISS revolutionised the industry by introducing the world’s first Bitcoin-optimised online casino solution. The expert team, based in Malta, Poland, and Georgia, counts over 2,000 employees.
The post SOFTSWISS Game Aggregator Triumphs at AffPapa iGaming Awards 2024 appeared first on European Gaming Industry News.
Evoke Plc has appointed Anne Sewell as its new Chief People Officer (CPO).
An expert in the management of global HR transformation projects for mass market enterprises, Sewell joins the Evoke executive team from Dentsu, where she served as CPO of Asia’s biggest advertising and media conglomerate.
Updating investors, Evoke underlined Sewell’s proven track record, having formerly led HR projects and transformation programmes for SKY and the Kraft Heinz Company.
Taking leadership of Evoke’s global HR strategy, Sewell replaces former CPO Mark Skinner, who has “moved on elsewhere to a new job outside of the industry.”
Per Widerström, CEO of Evoke, said: “I am delighted to welcome Anne as our new Chief People Officer to bolster our first-class executive team. With an incredible track record and extensive experience creating winning cultures, we are confident she is the right person to take our people strategy forward and help us unleash the full potential of our colleagues around the globe.
“I would also like to thank Mark Skinner, who is leaving the Group to take up a new opportunity outside the industry. Over his eight years with us, he played a pivotal role in the development of our HR functions and significantly helped us bring the fantastic colleagues from 888 and William Hill together. We wish him well for the future.”
Anne Sewell said: “I am thrilled to be taking on this global role with Evoke and to work alongside Per and his team. This is a really exciting time for our business, and I am looking forward to being part of Evoke’s future success.”
The post Evoke Appoints Anne Sewell as Chief People Officer appeared first on European Gaming Industry News.
The European gathering of casino operators, known as the Casino Operations Summit, attracted numerous representatives of the gaming industry to Amsterdam from 23 to 25 April. Among the significant participants was also the SYNOT Group, which attended the prestigious event as a Platinum Sponsor this year.
The Casino Operations Summit is considered as one of the most significant events in the world of the gaming industry, specifically tailored for European multi-channel casino operators (both land-based and online). The event presents the latest approaches to casino operations, as well as new trends in products, technology, marketing and customer services. The Summit also included a variety of presentations on current topics in the land-based and online business. The main theme of the three-day conference was “Think Different”.
“SYNOT Group participated in the Casino Summit Operations for the third time and we were delighted to become a Platinum Sponsor of the event this year. Previously, we were involved in this event as a Golden Sponsor. We are proud to have played a role in supporting this prestigious Summit, which provides us with a unique opportunity to exchange insights and experiences with other leaders in the European casino industry. This event also gave us the chance to meet with business partners and establish many new contacts. There was a great interest in our products, which makes us very pleased and motivated for further expansion,” Miroslav Valenta Jr, Sales Director of the SYNOT Group, said.
The event is a unique platform providing an opportunity to discuss trends in the gaming industry. SYNOT Group, a leading player in the development and supply of gaming technology, presented the most advanced products and innovations as part of the Summit.
Among the products on display was the Magic Ball Link multi-game progressive jackpot system installed in the Eclipse FL-32 cabinets with LED jackpot display. The latest version of Magic Ball Link offers eight unique linked titles, including new games The Wild Job and 88 Pearls, which join popular titles such as Aztec Jaguar and Tiki Princess.
Furthermore, visitors had the opportunity to try out the premium VLT gaming system Super Link, which offers a selection of twenty captivating linked games, each with a Pay to Win and Linked Bonus feature. The Super Link system was presented in SYNOT’s most advanced cabinets, the UP2-32.
The latest model of cabinet with 27″ monitors, the UP1-27, which made its debut at the recent ICE exhibition in London, was also exhibited in Amsterdam. The cabinet was exhibited together with the Firebird Red and Firebird Blue gaming systems, which offer six unique Hold & Respin game titles in addition to popular classic games.
The post Synot Attended Casino Operations Summit in Amsterdam appeared first on European Gaming Industry News.
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