I completely agree that for the convenience of site users, it is worth making a standard block of information on frequently asked questions and answers to them in such cases. And of course, gradually build up and unify such information. But of course so that it doesn't get monstrously big and long and intricate. This work will further reduce the labor costs of employees for correspondence and the same type of user responses, which, by the way, most users hate and treat them as responses from bots.
This immediately completely spoils the image of a very good project.
Truly, if the frequently asked questions option is available, the stress on the customer care service for assistance and support would be reduced a bit because of the information contained in the FAQ option. Most visitors who are not patient enough to wait to get or hear from the customer service ends up bad mouthing them. As a result of this they would end up loosing more traffic so I'm sure OP is aware of this so OP would need much funds to sustain the project.
However, from my experience of communicating with support, I must say that the block of standard questions and answers, the creation of which is quite laborious, if it is really informative, it really reduces the load on support staff. But it is quite difficult to make such a section qualitatively.
In addition, the standard behavior of a player in the event of a specific question of interest to him will eventually lead to his contacting a real support employee. This happens to me in 80% of all support calls. So it is quite possible that we are considering a section that will only partially solve the problem of mass appeals, but it is important simply even for reasons of increasing the prestige and sophistication of the site itself. In general, a reasonable middle ground is needed here in terms of labor costs and the effectiveness of such a section of the site.
Most cases being reported to customer care service are sometimes very necessary but I believe with the FAQ, some cases have a minimal chances of being ignored as they are very much important to both parties as be there might be some discoveries within which will need urgent attention. Possibly might be a bug discovered buy a member or otherwise. So it is very much important customer care service is functional and running.
Most times a customer care discoveries are of good effects to the casino because what ever they report to the team would be investigated and results being presented. Thus this result helps the casino to put up with things on their own end to deliver maximum satisfaction to their clients who patronise them.
These are the reasons why a casino should not ignore or abuse the customer care service so as to be on track for good service delivery as it is the major force of the casino.
It is also worth noting that many people initially ignore the section frequently asked by casino customers of standard questions and answers, sorry because it is easier to formulate and ask a question and it just seems wrong for them to look for answers in the standard answers section. For such people, of course, the support service should answer something very briefly and simply giving references to the standard answer to the user's question. But at the same time, the support service employee should in no case be irritated, or, moreover, respond rudely to the client.
This will immediately change the image of the casino to a negative one in the eyes of such a client, who, understandably, does not just ask his question out of idleness, but wants to understand the current situation. I think that even a little training is needed for support staff in terms of a polite attitude towards any and even rather aggressive clients.
You are making a point here. Customer care staff can be very funny sometimes. Their approach sometimes matter as well because that is the selling point for every organisation. The way you treat your client as a customer care service attendant determines of that customer would return on a good note to deal with such organisation. Some customer care staff are just very rude and lack manners or should I say training. They know not the basic rules of engagement with clients rather they take things for granted.
Aside online, I have had the experience and complaints from clients on some customer care service to not being friendly which is a bid problem because they stand chances of losing such customer to others competitors.
The idea of sending them for training is a good one because there they would learn on how to handle clients irrespective of their mode when their services are needed. This will build them and they will get more orientation as customer care service attendant.
In this discussion, I would note that perhaps the main thing in the work of a support agent is not to annoy me and not go over to rude answers to a client who has asked for support. I perfectly understand that it is psychologically difficult for a support service employee to answer a client to whom he told everything he needed in some detail and clearly, and the client asks such questions that he cannot be imagined except as completely stupid, or even dumber. Often a person does not understand even primitive explanations. Literally what buton you need to tap on the screen in order to move the solution of the issue off the ground. Of course, such clients greatly annoy the support staff. It's clear. Sometimes even employees break down into rudeness, fiddling with the stupidity of the client. So such situations should of course be minimized.
There are also intrusive clients, dialogues with which last for a long time and the problem is not solved. It's just that often there is nothing else to do and they just want to talk. Such clients also annoy the support staff.
Finally, there are clientrs who refer to laws, ToS and other documents and threaten to sue the casino. They are also difficult to communicate with. In general, the set of dialogue options with different people at the support service is quite large and with many options for solving problems.
And such a specialist in communication with different people, of course, is better to learn in advance.
