Customer is the main target for any online casino business. Counting on this fact, the companies are ready to spend a significant part of the budget on customer support services to improve the general experience of users. But how does one find the perfect candidates for the customer support team at an online casino? GBC Time has prepared an ultimate guide on hiring online casino customer support team specialists.
The iGaming industry is one of the fast-growing sectors worldwide. The online casino market worldwide has constantly been filled with providers and operators with unique offers. The general number of players around the globe is also large. According to a Casino.org report, the total number of players is over 1.6 billion. More than 4.2 billion people gamble at least once every year. Considering this fact, every customer is worth their weight in gold, which is why operators should pay attention to customer support service.
It does not matter how high the quality of the offered products is, it is no use if the clients are not getting served in the same qualified way. Both offline and online services must be soft and supportive, so the customer would want to return to the company. This factor becomes even more important when it comes to the online casino business. Operators can find the most effective way to retain the new players but without highly professional support, customers will not stay long.
What is customer support in online casinos and how does it work?
The customer support department has one main task – to serve the customers with every issue or problem that players may face. Moreover, the customer support team allows clients directly contact the company’s officials, who can offer the problem solution.
The online casino customer support team also aims to inform new customers and keep them involved in the updates.
In other words, online casino customer support does not differ from any other sector’s team. The Business to Client model always requires a lot of strength and time, but the companies are ready to make an effort.
Top 5 factors for the perfect online casino customer support
1. Look for the expert
Only professional experts can answer all the questions that customers have. It is definitely not effective when a person who is not knowledgeable in the matter is trying to give advice to a client. However, it is also essential that this expert approaches the client correctly and positively because a good impression is what makes the client come back.
The most important thing is also the communication skill so that the solution to the problem is clear and concise for the client. A concise and informative response is the key to good service.
2. Offer multiple choices for customer support channels
In the case when the choice is not fixated on one option, the client feels free. To do this, it is worth providing a choice in the channel between support and the client, for example, email, phone, live online chat, and so on.
3. 24/7 service availability
One of the main advantages of online casinos is that there is no time limit. At any time of the day or night, players can go to the site and start their game. Given the round-the-clock opportunity to play, customers may also have questions at any time of the day.
The team must be prepared for the fact that it will be necessary to advise the players day and night.
4. Multi-lingual support
Online gambling is a popular pastime all over the world. Players from different countries find their perfect operators and have a great time. Most often, online casino operators serve several countries, so often the languages of local players differ.
It is significant for the operator to show that every client, regardless of language and nationality, can use the services and get advice from the customer support team.
5. Specify the terms and conditions and FAQ section
The terms and conditions may seem like a commonplace factor. However, in most cases, clients find answers to their questions and solve their problems by finding the answer in this section. This allows the client to be as informed as possible.
The section with frequently asked questions also saves the client’s time and allows you to find answers to the right question without contacting specialists.
It is also significantly important for online casino operators that the high-qualified customer support service may be guaranteed just from the professionals. Therefore, another question arises – how to find and hire the perfect team?
How to build a perfect online casino support team?
Recruiting
The first step is the recruitment process, through which online casinos can find potential candidates for the positions. Below, you can find the top requirements for the candidates that might help identify a good specialist:
- Previous experience in iGaming is an advantage, but it is not a must. Most of the time, candidates with not much experience demonstrate stronger motivation in work;
- Computer knowledge and practical skills;
- Being multi-lingual is a big benefit for the candidate. But the first language is mostly English;
- Knowledge of casino gaming and maybe experience as well;
- Strong communication skills. The customer support team member must be active in the communication process with the players;
- Analytic skills. Analysis plays a significant and essential role in the process. A manager should fully understand the situation and the customer’s thoughts and acts;
- Responsibility and discipline;
- Stress resistance and patience.
Training
Once you have found the perfect candidate, it is time for the training. Inform employees about games in the collection, promotions, payment methods, commissions, and special offers. It is also important to provide instructions for different cases with clients. Here is an example of important information for newly arrived candidates:
- Bonuses and special offers from managers can be provided;
- KYC procedures are an equally important factor that the account manager should be aware of. Establish a list of documents to be provided to the client;
- Rules of conduct in critical situations when the client becomes aggressive;
- Everything you need to know about your online casino.
Work organization
Obviously, high-quality service can be provided by employees who are in the most comfortable conditions. You, as an online casino operator, are obliged to organize the workflow without overloads and clearly set tasks.
According to experts, the maximum number of players with whom one manager can communicate is 5. With this number, an employee can be as productive and effective as possible in advising clients.
Performance evaluation
Of course, in order to understand what to add to the work process, you need to understand what results the team brings. Here are some criteria by which you can evaluate the effectiveness of the work:
- The time during which customers receive a response in the chat. Every client wants an immediate response in order to start playing. The response time should not exceed 1-2 minutes;
- An average number of players per manager;
- Feedback from players about the quality of service.
Motivation
Motivation is one of the most important factors that lead to the efficient work of the entire team. How to motivate the team is up to the operator. The most common types of motivation in the online gambling business are bonuses from the company itself. Managers can also receive rewards from customers for good service.
