How to set up a support service in an online casino

Casino players regularly have various questions. They may relate to the peculiarities of slots or roulette operation, replenishment of deposits or receipt of winnings. With these questions, they contact the support service. And the profit of the institution directly depends on how quickly and efficiently this service solves all arising problems. Thanks https://thebestcanadiancasinos.com/ for giving information for that article.

What are the requirements for the support service?

1. Round-the-clock work

Support specialists must respond at any time of the day or day. The online casino does not work according to a certain schedule, so it can always have visitors. In order to ensure round-the-clock work, technical support operators, as a rule, work in shifts.

2. Several communication options

Phone, email and online chat are the minimum set. In addition, it is worth placing a contact form on the site for communication. Online chat and contact form should be able to attach files. This is done in case the player wants, for example, to send a video demonstrating the bug.

It is allowed to use a bot in online chat. Which welcomes the player, clarifies the essence of the problem and invites you to read the FAQ. But, the sooner a live operator enters the dialogue, the better. Many users are annoyed by bots, and there should be no negativity from communicating with technical support.

When contacting through any of the channels, the user should receive a message that his request has been recorded and he will soon receive a response. So, if he sends an application with a contact form, then it is worth sending a letter to the specified email address confirming that the application has been received.

3. Using CRM

Fixing requests from all channels in CRM helps to analyze the flow of requests and flexibly adapt the scheme and schedule of operators' work. It also helps to reduce customer waiting times.

4. Professionalism of operators

All technical support specialists must clearly and quickly answer players' questions, treat customers with respect. To do this, they must undergo appropriate training, familiarize themselves with the list of the most common problems.

All incoming questions (and answers to them) are entered into the knowledge base. This makes it easier for operators to work in the future. If some of these new questions are asked more and more often by users, then it makes sense to add them to the FAQ.

All answers must be correct. At the end of the communication, the operator should receive confirmation from the client that his problem has been resolved. And also thank you for contacting support.

5. Support for multiple languages

The exact number of languages ​​is determined by the geography of the site or application. At the same time, English is compulsory in 95% of cases. Rare exceptions are possible only in the case of purely local markets like Russia or China.