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Author Topic: Rant: Casinos should hire people who knows about what they do  (Read 537 times)
Hispo
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September 04, 2023, 05:36:12 PM
 #81

..some small casinos may try to save money and hire inexperienced people but that would only go against their reputation in the long term.


I think that's not the case at most casinos.

They are paying for a service in a first place. Why hire those not capable?

To save money while having good customer support, they will just form a small workforce. It's not make sense to save money and one of they should do is to hire inexperience people? A customer support team can consist of professionals even how few they are. Aside from that, customer support is one of the pillar of a good gambling site. That's one of the criteria that gamblers mostly care about that's why it's a big deal to prioritize.

But what if they cannot hire a small workforce because the volume of gamblers?
I mean, there is no question a good customer support is key to have a successful casino in the long term, but that is something some small gambling startups cannot satify at first or do not have enough experience to realize what the priorities are.

A good example would be if s casino has many tickets for customer support, we could debate if the staff is supposed to hire more personnel or invest in their software instead, so less people will have trouble. There are chances to commit a mistake which would end up with not good enough people take care of other's problems.  If those things did not happen, there would be no problems with support at casinos, when in reality there are.

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Westinhome
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September 10, 2023, 11:11:37 PM
Last edit: September 11, 2023, 11:36:42 AM by Westinhome
 #82


But what if they cannot hire a small workforce because the volume of gamblers?
I mean, there is no question a good customer support is key to have a successful casino in the long term, but that is something some small gambling startups cannot satify at first or do not have enough experience to realize what the priorities are.

A good example would be if s casino has many tickets for customer support, we could debate if the staff is supposed to hire more personnel or invest in their software instead, so less people will have trouble. There are chances to commit a mistake which would end up with not good enough people take care of other's problems.  If those things did not happen, there would be no problems with support at casinos, when in reality there are.

If the gambling site is consist of less employee it won’t be the problem.The important factor is the website should hire the experienced and efficient works.In some work place,two people will do the work of four people.Like this the efficient of the player is depend on the website feature.If the website was good many people will do the gambling in the website which give the good income to the gambling owners.So the gambling owners can build the website to the next level.This leads to increase in the gamblers again.

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September 11, 2023, 03:33:47 PM
 #83



Just today, I was asking the support of a casino why the sportsbook section on the casino website is redirecting me to another platform and he doesn't understand what I mean.


So please if you're a casino owner here, hire people who understand simple things about gambling. This is not good for business at all!
Haha , 😂
This is nothing new to be honest, and it's also not something peculiar to gambling casinos alone, several times I've had issues with some cryptocurrency exchanges and contacted their customer care for help, to my amusement, the customer care didnt know sh*t about what I was complaining about, the whole thing got me furious and yet, very funny at the same time, at a point , the idiot closed my ticket without my issue resolved, I had to open another again and at the end of the day, It was me who still figured out how to fix the problem my self ..

So yeah, very much agree with your last comment, focusing on casinos now, it can be really frustrating to come across an issue and then reach out to the customer care whom we thought or believe should know better and have an answer to our questions and solution to our problems, only to discover they know nothing, it's so unprofessional and can cause such casinos to lose a lot of customers, every gambling casino, and businesses out there should make sure their staff, most especially customer cares (since they are the ones closest to the customers) know every basic things about the company or business .

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September 11, 2023, 03:43:57 PM
 #84

So, I'm working on casino reviews and sometimes I'll be forced to reach out to a specific casino for information. Especially, when it's not listed on the casino website.

What information about a casino wouldn't have been listed on their website or in their ToS, maybe you're the one not reading it or going through them where they are, the only reason i can accept your notion is if the casino is a low standard or scam casino, then using such could only place you to be wandering around without direction of what you're looking or asking for.

But in 9 out of the 10 situations, I've noticed that these customer supports don't know anything about the website, but why are they working there?

The normal procedures is that the casinos will employ workers, agents or staffs as the case maybe, train them and inform them about what to do then pay them, some managed to be good at it while some customers agent aren't familiar with how to handle logged complaints, the worst of it you wouldn't like to encounter is when you're chatting with robot.



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September 11, 2023, 04:33:58 PM
 #85


But what if they cannot hire a small workforce because the volume of gamblers?
I mean, there is no question a good customer support is key to have a successful casino in the long term, but that is something some small gambling startups cannot satify at first or do not have enough experience to realize what the priorities are.

A good example would be if s casino has many tickets for customer support, we could debate if the staff is supposed to hire more personnel or invest in their software instead, so less people will have trouble. There are chances to commit a mistake which would end up with not good enough people take care of other's problems.  If those things did not happen, there would be no problems with support at casinos, when in reality there are.

If the gambling site is consist of less employee it won’t be the problem.The important factor is the website should hire the experienced and efficient works.In some work place,two people will do the work of four people.Like this the efficient of the player is depend on the website feature.If the website was good many people will do the gambling in the website which give the good income to the gambling owners.So the gambling owners can build the website to the next level.This leads to increase in the gamblers again.

It would be a problem if the volume of users within the casino it is way bigger than the staff intended to help those who have any kind of problem with the platform. Let us assume, for example, that a casino starts with a relatively low number of gamblers, so they could easily give customer attention by hiring around 2-3 people. If the service is good and the volume increases, you cannot expect the casino management to keep the same amount of employees to manage the double or triple of people, specially if they would not even get extra money for such titanic work.

I always try not to understimate the work of those in departments of customer support, it can be a harsh and ungrateful position..

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September 11, 2023, 04:42:38 PM
 #86

Just today, I was asking the support of a casino why the sportsbook section on the casino website is redirecting me to another platform and he doesn't understand what I mean.

So please if you're a casino owner here, hire people who understand simple things about gambling. This is not good for business at all!
Haha , 😂
This is nothing new to be honest, and it's also not something peculiar to gambling casinos alone, several times I've had issues with some cryptocurrency exchanges and contacted their customer care for help, to my amusement, the customer care didnt know sh*t about what I was complaining about, the whole thing got me furious and yet, very funny at the same time, at a point , the idiot closed my ticket without my issue resolved, I had to open another again and at the end of the day, It was me who still figured out how to fix the problem my self ..

So yeah, very much agree with your last comment, focusing on casinos now, it can be really frustrating to come across an issue and then reach out to the customer care whom we thought or believe should know better and have an answer to our questions and solution to our problems, only to discover they know nothing, it's so unprofessional and can cause such casinos to lose a lot of customers, every gambling casino, and businesses out there should make sure their staff, most especially customer cares (since they are the ones closest to the customers) know every basic things about the company or business .

I believe, one way to let the casino know about their customer service, is give feedback or rate their assistance to you.
Some casinos will give you option to rate the service of their customer support and the reason why you give such rating.
So if you are not happy about your experience, share your feedback. Maybe the site will listen to your complaint and investigate the staff.
We can't expect that customer service will be at the top of their game. You will really encounter bad customer service in any industry, not only in gambling.
Also, some complaints are not resolved owed to the customer service not because of the site.
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September 11, 2023, 04:54:35 PM
 #87

So please if you're a casino owner here, hire people who understand simple things about gambling. This is not good for business at all!

I have been in you situation before where I was trying to explain my account issue with their casino, that live chat agent was not making any sense with his words and explanation first I thought it was an AI bot answering me. When I insisted and tried many times to explain better he asked me if I speak Hindi language and in that moment i knew he wasn’t a bot but an agent using a translate service.
Unfortunately most casinos doesn’t want to spend much money on their support team so they hire the cheapest ones available. What matters for them is the upfront picture of having a live chat support that works 24/7 and they don’t care if their customers are being treated well or not, The good thing here in Bitcointalk the casinos hiring experienced users and representatives that you can reach easily.

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September 11, 2023, 05:57:17 PM
 #88

So, I'm working on casino reviews and sometimes I'll be forced to reach out to a specific casino for information. Especially, when it's not listed on the casino website.

But in 9 out of the 10 situations, I've noticed that these customer supports don't know anything about the website, but why are they working there?

Just today, I was asking the support of a casino why the sportsbook section on the casino website is redirecting me to another platform and he doesn't understand what I mean.


So please if you're a casino owner here, hire people who understand simple things about gambling. This is not good for business at all!
Good casinos have better staff that's educated for it and they tend to pay for their staff.

But more sketchy the casino, more they save in customer service. And there's no way that educated people would work under paid, solving tedious problems that take too much of their time. And most of bad customer services work with the question&answer sheet anyway. Anything other than that they need to ask from their superiors, and by doing som they are basically doing worse job then a FAQ text, but i guess they are giving a sense of security to some customers.


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September 11, 2023, 05:59:33 PM
 #89

We've got good number of trusted gambling platforms. I don't know how far it is true that customer support personnels were not aware of what they're doing. Whenever a person is assigned for a work, the person should have the best knowledge. Only then it is possible to give the best support to the customers.

Nowadays it is very rare we get connected with the support team. Most of the problems were solved by the AI support platform which request us to select the complaint from the list and provide us with the apt solution. If that weren't solved, further gets connected to the support team.

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September 11, 2023, 07:14:17 PM
 #90

But your question weren't asking about gambling, it's related to website which is the developer.

However it's an ironic if the customer support can't understand such simple thing, usually they will say the case will be forwarded to their developer to fix it, they did that just for convince you and make you satisfied.

I was having a bad experience with lazy customer support where they straight forward answer my question by just posting their TOS link.

I believe the customer support just wanted to be on the safe side  Grin.  Since the question can be answered on the TOS, it is the right thing to do, IMO, than answering your question personally.  I also happened to encounter such customer support when I asked if it is okay for a non-restricted country to use a VPN and he copy-pasted the part of the TOS that tells about the use of VPN. I ask the question about the use of VPN of the non-restriced county and the customer support answer is that they don't advise (they don't answer if it is allowed or not, and just answered that they do not advise the use of VPN).  Lol, what a cliff hanger.

There should be a frequent service check if their support staff are delivering. It is really annoying to encounter customer support who are lazy or keep us hanging instead of clarifying the questions we had asked.

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September 11, 2023, 07:35:50 PM
 #91

But your question weren't asking about gambling, it's related to website which is the developer.

However it's an ironic if the customer support can't understand such simple thing, usually they will say the case will be forwarded to their developer to fix it, they did that just for convince you and make you satisfied.

I was having a bad experience with lazy customer support where they straight forward answer my question by just posting their TOS link.
I've been experiencing a hard time trying to reach a customer in some gambling online support and most of the time I receive automated emails instead of speaking to a real person. It's possible that the customer is simply lazy to respond to my messages and instead sends me a link to the TOS without any clarification. This can be quite frustrating, especially when I've been waiting for a reply for days only to receive such a response like that. It often feels like I'm dealing with a bot rather than a human.
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September 11, 2023, 07:52:03 PM
 #92

~~~
I've been experiencing a hard time trying to reach a customer in some gambling online support and most of the time I receive automated emails instead of speaking to a real person. It's possible that the customer is simply lazy to respond to my messages and instead sends me a link to the TOS without any clarification. This can be quite frustrating, especially when I've been waiting for a reply for days only to receive such a response like that. It often feels like I'm dealing with a bot rather than a human.
Obviously it's very annoying, but it's a common problem that most people seem to experience. Bots often do not provide satisfactory answers, of course they never solve the gambler's problems and here I fully support better efforts at solving customer problems. Customer service must provide maximum service to anyone who has a problem. Bots don't work well for some problems, but casinos sometimes ignore that until they get a bad reputation including losing some customers.

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September 11, 2023, 08:04:21 PM
 #93

So, I'm working on casino reviews and sometimes I'll be forced to reach out to a specific casino for information. Especially, when it's not listed on the casino website.

But in 9 out of the 10 situations, I've noticed that these customer supports don't know anything about the website, but why are they working there?

Just today, I was asking the support of a casino why the sportsbook section on the casino website is redirecting me to another platform and he doesn't understand what I mean.


So please if you're a casino owner here, hire people who understand simple things about gambling. This is not good for business at all!

Well, I haven't experienced this before. All the customer support for casinos that I have spoken with seem to have the basic understanding about their website and sections on the website. I also don't think they should know everything and where they don't, they should be able to transfer the customer to a supervisor or a colleague who they think would be able to answer the question correctly.

On the other hand, even if the casinos operator hires people who do not know jack about gambling, I remember that one of the stages in the hiring process is the onboarding stage;

Quote
Onboarding" refers to the processes in which new hires are integrated into the organization. It includes activities that allow new employees to complete an initial new-hire orientation process, as well as learn about the organization and its structure, culture, vision, mission and values.

In the onboarding they should teach the customer support about gambling, the website, what they do and all.

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September 11, 2023, 08:13:25 PM
 #94

There should be a frequent service check if their support staff are delivering. It is really annoying to encounter customer support who are lazy or keep us hanging instead of clarifying the questions we had asked.

That's just it. It's frustrating when customer service just points you to the Terms of Service without actually giving you a straight answer. If someone's reaching out to customer support, it's because they're looking for a specific, personalized response, not some generic info they could have found in the fine print themselves. It's all about getting real help, not just redirecting to the rulebook.

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September 11, 2023, 09:35:03 PM
Last edit: September 25, 2023, 07:25:24 PM by Lociesmn
 #95

Effective customer support is crucial in the casino industry. Hiring knowledgeable staff who understand gambling intricacies can enhance user experience and trust. Inadequate support may deter potential customers and harm your business reputation. Prioritize staff training and expertise for better customer service.
A good example of the work of the support service is Olympia Casino, about which read the review on aussiebestcasinos.com. Olympia Casino's commitment to well-informed and helpful customer support sets a standard that others in the industry should aspire to meet. When customers have questions or encounter issues, they deserve to receive clear and informed responses. This not only ensures a smoother gaming experience but also fosters trust and loyalty among players. Casino owners, take note – investing in knowledgeable staff is a win-win strategy for both your customers and your business.
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September 11, 2023, 09:44:27 PM
 #96

Effective customer support is crucial in the casino industry. Hiring knowledgeable staff who understand gambling intricacies can enhance user experience and trust. Inadequate support may deter potential customers and harm your business reputation. Prioritize staff training and expertise for better customer service.

A very common sense thing to be done on which it would really be that understandable that in business then it would really be just that normal that you would be hiring those people who do really knows on their job description because once that a certain user would really be having that bad experience or not be able to satisfied with those kind of support service then it would really be ending up on losing customers just because they would really be having those kind of impressions that the site do really sucks because even on their support system cant really just be able to handle up issues or whatever questions that a certain user would be asking
or simply  they would be seeing to be totally non-competitive or simply cant really be able to do their job well. In this case, then its not something that a business should really be that doing because it would really be that resulting that negative impact on someones business if they wont really be hiring those correct or right people for a specific type of job. It doesnt make sense and if ever you do hire someone then making up some trainings and demos about the site is a must thing.

R


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September 11, 2023, 09:47:33 PM
 #97

Include that to your reviews to them so that they will be aware of what they've got in their customer support. AFAIK, whether they hire through an agency or another party.

Before they deploy it on the production and actual operation, there's always the product review and seminar or something sort like that.

Prioritize staff training and expertise for better customer service.
Yes, this is what they have to do when they get a low ratings from their CS.

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September 11, 2023, 10:07:40 PM
 #98

Smile, and lolz. May be the casino recruit those guys to help them solve simple problem and when the complain is difficult or technical then there would make a reference to the management and those support team are not from the technical side and they don't no the technical knowledge of the casino. And as you said it is good to use someone that has knowledge on casinos to stay in the customer support team so that question will be handled properly.

There are sometimes they support team workers pretended to be an experts and when they have been employed they display the worst part of them. And it is good to hire knowledgeable persons that know about casino games not a passerby.









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September 12, 2023, 08:53:30 AM
 #99

Smile, and lolz. May be the casino recruit those guys to help them solve simple problem and when the complain is difficult or technical then there would make a reference to the management and those support team are not from the technical side and they don't no the technical knowledge of the casino. And as you said it is good to use someone that has knowledge on casinos to stay in the customer support team so that question will be handled properly.

There are sometimes they support team workers pretended to be an experts and when they have been employed they display the worst part of them. And it is good to hire knowledgeable persons that know about casino games not a passerby.
It is best that after the casino receives a report about the performance of its agent who cannot work optimally, it should immediately give a warning to the agent and perhaps the casino can replace it with another agent who knows more about the ins and outs of the casino so that it can provide answers that satisfy its customers. Indeed, this is a trivial matter and maybe not very important, but the casino must know that support services are the end of the casino that will always deal with its customers. And customers will contact support service agents so they must be able to provide answers that can help their members.

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September 12, 2023, 09:29:37 AM
 #100

It's true that casinos hire professional customer supports who do not know much about gambling. Because the customer representatives may consist of people who do not gamble. Their job is to help you with things like, withdrawal, deposit issues. And they're prepared to assist in such a dispute and provide the right answer or problem attached to it. For example those that serve drinks on casinos, it's not their duty to know about the slot machine. I've reached to few customer supports in the past and they were educated about gambling to some extent. They online advised me to read their TOS, that was the only help rendered to me. In the case of OP, it's their job to ask a gambler within them to handle such complaints. Or ask OP to wait for few moments, the answer or support he wants will get sent to him via email. The casino have their reasons for hiring them, since they'll obtain the profile of the applicants before selecting the people that'll join their company. Hence, it's the niche of the customer support reps, so they're more likely to see customer support job openings. We also expect that they have rules governing workers, which we do not know about.

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