There are plenty of casino sites on the internet today and, judging by the range of different experiences on offer, it might be argued that it’s increasingly easy to get involved with the development side of things. However, in business, a lower barrier of entry sometimes means that quality in some areas can start to slide.
As concerns about customer service remain high worldwide, let’s take a look at how the casino industry is beginning to buck the trend.
Night and day difference
First, though, the facts. According to the University of Sheffield in the UK, a negative customer service experience has a significantly wider impact than a positive one on a company’s reputation. Three-quarters of people surveyed believed that live humans were too difficult to reach when necessary, while 78% of respondents would abandon a business for good if they received poor service.
Worryingly, the difference between what businesses consider “superb” service and what consumers claim as the same is vast. 80 percent of companies claim to offer the pinnacle of customer support, yet only eight percent of their customers feel the same way. This night and day difference may seem bizarre, given that the two groups of people work on the same issues every day and occupy much the same space.
So, what hope do casino consumers have of find a jewel in the digital rough? Gaming site SuperSeven Casino recently published an article on their website allowing visitors to learn more about what good customer support should entail. Key among these assets are always-on support, a friendly user interface, and rapid payments and withdrawals. Reward schemes, like VIP programs, can also be of value to players.
While 9-5 access to agents might seem perfect for a business-to-business enterprise or even a supermarket, placing any restrictions at all on casino opening hours creates a barricade between players’ concerns and any solution a gaming site can provide. Casinos operating 24/7 customer service departments, whether that’s via live chat, email, or phone, have therefore become our proverbial gemstone in the dust.
Friendly user-interface
A friendly user interface might seem like an odd chapter in the customer service manual but burying access to help sections deep in a website’s structure can render even the most consumer-savvy page useless. The more sympathetic gaming sites will try to catch newcomers’ attention by advertising their customer support section on the homepage, usually in bright colors in the top right-hand corner.
Much the same applies to payments and related actions. These, too, are usually some of the most accessible functions on any casino website, largely because it’s not always possible to play without making a deposit, though demo modes exist, but also to demonstrate that a customer has full control over their funds. At its finest, managing money on a casino website should be as boring and straightforward as possible.
Customer support is a much more expansive field today than at any point in the 140-odd years since the telephone was invented. Social media, web chat, WhatsApp, email, and mobile phones all contribute to creating a conversation between players and casino companies themselves. However, making things too modern, complex, or niche can erode customer faith as quickly as it’s created.
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