When you log in to an online casino site, you want to be sure that that all the systems will cooperate for you to have a great time. If this does not happen, the first thing that comes in mind is contacting customer support. Do not for a second think that reaching out to them is a bother – that is why they are there in the first place. There is no doubt that the online casino customer support service team is an invaluable feature. This is because the customer support representatives are the only linkage which exists between the casino owners and the players.
For many people customer service only comes to mind when a challenge has already taken place. When gauging the capability of a casino customer support service, it is important to consider the following;
- How easy is it to reach help? Regardless of the fact that a casino has provided a telephone number and email for support, it makes no sense if the customer has to go for long duration of time before their query is addressed. Have you ever experienced support that never seems to be available yet they are supposed to operate 24/7?
- The fact that a casino has provided more than one channel of communication means that they are committed to serving customers at their convenience. The channel you choose to raise your concerns with a casino should be a factor of the nature or query and anticipated response. If the telephone number provided is toll free or local, it will be cheap to call and explain your need via telephone. Emails come in handy when you need to elaborate on the challenges you are facing. If an email is answered within 24-48 hours, this means that the casino customer support service is working efficiently.
- To get the real picture of the casino customer support service you are planning to join, search for online casino reviews on the internet. It is alright to come across one or two people who were unhappy with a casino service, but it is equally good to look for the casino’s response on issues raised.
The number of online casino sites continues to grow at a rapid rate making it almost impossible to analyze each in depth. All casinos regardless of what the inspiration to create them was are designed to make money; no wonder there are countless strategies for enticing new players and causing the experienced ones to keep coming back. While some casinos attract players with their sleek design, others do it through promotions, wide selection of games and bonuses.
The nature of online casino sites is that players just have to trust the site administrators if they are to make any money. A reliable casino customer support service helps to keep players calm during gaming and to accept the outcomes of the games they are involved in. before you dial that telephone number, initiate instant messaging or draft that email. Read through the FAQs and T&Cs – common questions asked by gamblers will be found here.
Still need to contact support? Here are a few examples of questions that only a casino customer support service can answer;
Registering an account
The first step after you have decided that you want to play in a certain casino is to create a player profile. You might already know everything about how the casino operates and even your role as a player but you still have to contact support. This is for your own piece of mind though. Casino accounts get frozen all the time and you need support to enlighten you on ways to keeping your account working.
Deposit and withdrawal methods
Most of the calls, emails and live chat question that casinos across the board experience are related to withdrawals. Problems can vary from players being unable to access the credit in their accounts to withdrawals taking longer than usual to process. The casino customer support service team are well trained and their experience has exposed them to dealing with all manner of money transfer issues.
Bonuses, Promotions, and loyalty programs
The time you spend in a casino is not worthwhile unless it is laced with an opportunity to make extra cash and have much more fun during gaming. Loyalty programs, tournaments, promotions and bonuses add spice to the thrill that most casino players get from gambling. A good casino will have all of them but even the one you will consider boring has one or two. Each of these features must have an expiry date, wagering requirement, minimum deposit, qualifying games, etc. If information that defines the eligibility and worth of a casino reward is missing, customer support have an answer. It is for this reason that casinos always advice players to contact support in cases where they are dissatisfied with something they have offered.
Available games & providers
Most casinos host a huge number of games from various categories. On many casino websites, it is not usual to find games listed under major classes such as Video Poker, Table Games, and Slots. Some casinos go even further to group games according to the manufacturer or developer. If you cannot find a software provider tab try looking at the footer in the casino’s home page. Some newer casinos might not have it so it does not hurt to contact support for it. Why is this important again? If you are an experienced casino player, you are obviously aware that some game developers produce certain games – you might want to play a game from a source you are familiar with.
Many concerns arise within a gambling setup and it is important to ask for help when you feel stuck. If the casino customer support service team is not able to offer a direct answer to your questions, ask them to offer another means of resolving the issue.
Online Casino Customer Service Improvements
There have been a lot of studies done about customer service in the general sense, but not very many have been performed specifically about online casino customer support service. The most recent study, and the most relevant to current times, was performed by iXP Consulting during July, August and September of 2013.
As many media outlets have noted, the general consensus is that the study showed how a potential majority of new online casinos are aware of the importance of casino customer support service but fail to follow through on turning this awareness into a consistent, actionable plan. There were two main topics that this report used as suggestions for making big improvements to the customer service available at the sites, and here we’re going to offer a brief overview of those two ideas along with other casino customer support service idea that have come to mind as well.
Small Differences Create a Much Better Impression
One idea that iXP Consulting’s report focused on was how casino customer support service tends to have a cold, detached feeling to it. Everything about online casinos is designed to give players a fun, exciting experience with a chance to win and all of the positive emotions that come with that. The disconnect happens when someone logs into a live chat option or calls the customer support telephone hotline and is met with a cold, robotic reception.
For a concrete example to drive this home, consider how robotic this sounds: “This is ________ Casino support, how can I help you?” It breaks the fantasy and the experience as a whole, and it doesn’t provide as welcoming of a reception as the rest of the presentation of the site. There are a lot of options to change things up, but as an example, consider the difference in tone with this introduction: “Hi! This is Tammy from ________ Casino support. What can I help you with today? :)” These are small changes, but it keeps the presentation consistently happy and exciting with the rest of the website and the software.
Outdated or Unhelpful Self-Help and FAQs
Another key idea that iXP Consulting’s report hit on is that the FAQs that sites offer are usually borderline useless. They come across as being thrown together on a whim, and they are typically limited to extremely basic topics like how to deposit or how to request a cash out. These FAQs aren’t seen as very important, but in fact, they can help to keep a good bit of the load off of the casino customer support service team if they are crafted and maintained with this goal in mind.
The main suggestion their report gives is focusing on your FAQs or self-help support section as being the most reliable, most helpful and most trustworthy source of information possible for the most commonly-asked questions. A good place to start would be to have updated, step-by-step instructions for new players on how to do things like install the casino software, create an account and fund the account. Once they have arrived, then you can identify the things that the most players are asking about and develop your FAQs around those topics to consistently take some of the load off of the support team.
The Mechanical Culture
A good business looks to optimize their growth in both the short-term and the long-term. Right now, the online casino customer support service teams are stuck in a bit of a mechanical rut that is keeping them from making improvements. These improvements do have short-term costs, but they are an investment into much larger long-term gains. This mechanical culture is costing casino sites customers on a regular basis, and it’s a leak in the bucket that can be fixed if the data from reports like the one from iXP Consulting is taken seriously.
Ari Waknine was born in Brooklyn, New York and was the founder of iGamble Group, an online gaming critique firm that helps players pick online gambling websites that fit their profile, as well as, helping them to increase their winnings. He is also the founder of NewCasinos.org, and is strictly focusing on this project making stronger and better than ever.