Rant: Casinos should hire people who knows about what they do

[Yogee]

I haven't encountered such types of customer support before. I agree with what jawhead said on forwarding to the developers or that agent could have taken the time to ask his superiors before responding to you so they could give better answer. Sometimes I have to wait before I get a reply but the answers were satisfactory.

I don't expect casino heads to know what's happening on the CS end but maybe you could try to get their attention by leaving a bad review stating the dumb answers from their support.

[Blitzboy]

I's shocking, right? I understand your rage. Casinos must treat consumers well and be honest. Customer service is a business's only way to communicate with customers. How much does the casino care about its employees if the representative doesn't know the basics?

Every responsible gambler needs a gaming staff who knows as much as them. A knowledgeable support person can improve a player's experience and encourage them to return to the casino. Casino owners must know this is crucial to their business and invest in it. What if they send you elsewhere? The truth should be told. Your tough opinion is helpful, and I hope it reaches the right people.

[Solosanz]

I'm not sure which casino you gamble, but if you gamble in a casino that have official ANN in this forum, you can contact the representative and talk about this matter. This will make them become stricter to recruit their employer and they will put more attention to customer service's performance.

I think the casino only want to pay small amount money and the native or high skill communicated person is demanding high amount payment.

[YOSHIE]

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!

It should be, I've been betting on online gambling sites for a long time, some of the support/partners/operators I know know about the games and gambling they manage, it's a bit strange to hear your story, they don't know about their position working like a sportsbook.

As far as I know, online casino owners, before accepting employees to be hired, they are first tested and the main requirement is that they must have experience in their respective fields, before they are accepted into certain sections of the casino. seems different from the case you are currently experiencing, orthodox.

But whatever your experience at the casino regarding their support, it's clear that there are shrimp behind the rock, they employ non-experts in their fields, so this is how it happened, it shouldn't be like that, I hope your advice will be an afterthought for casino owners and a guide for them.

[rhomelmabini]

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.

Customers care are also different. I mean their work are not the same.

Haven't you called like bank before and one customer care will direct you to another? I have called a gambling site before when I place bet on a match that no goal before 10 minutes.

So we can conclude that all of these casinos has the same kind of customer supports? I mean the rant of the OP is that 9 out of 10 situations is that he received the same that they don't know. I think that one casino should be known or to be kept considering their customer support is knowledgeable on gambling related questions.

[hopenotlate]

It used to happen to me quite often in the past to waste time with customer care of gambling sites, with some rare exceptions to be honest ( I'm referring to live chat support here) :  usually the routine was to receive a series of prepacked answers not fitting the issue we were debating, then I started providing screenshot to show what was really happening on my side and lastly being redirected to someone else or being invited to write an email.
But I'm pleased to see things have improved lately and now the situation is flipped , at least in my experience, most of live support agents are able to identify and address the issue I describe in few lines of text but there is some rare exception where I still have to go through loop and circles before getting to the point.

[ryzaadit]

Customer services will always have a level.

Most of the early chat will be on the lowest level (most-contains basic information) from the service. Your typical question is a customer service will need to be asked directly to core-team member casino. So, would be nice if you wait until he got the answer from the team. I'm working as customer service moderator as well, most of the time not giving us some information and we needed to find it by our self.

So, try to wait until (CS) ask to them and give you answer.

[Slow death]

a few months ago I criticized the fact that casinos were evolving in terms of technology and adding more sports but were not evolving in terms of support, until after a while I realized that the guys who are in support are not coders, they do not fix bugs, they do not deal with financial and contractual issues between game providers and casinos, they are not lawyers to deal with casino laws and TOS, they are coaching employees to report to other casino employees, for example if you have If you have a problem, you contact the support guy and that same support guy forwards your problem to the guys who are casino technicians

and when the guys who are technicians, the guys who have access to how the casino works are able to detect and resolve the problem, they forward this information to the support guy. This is because the casino has many customers, so it would not be possible for the support guy to be a coder and take on the customer's problem and go solve it, if he leaves his post because he went to solve a customer's problem, then who will be left to serve others? customer who have problems?

By this I mean that what you are criticizing is not the support guy's fault, he did his job which is to assist, then he would forward your problem to the guys who are responsible for correcting problems at the casino, and when they corrected this problem the Guys responsible for fixing problems at the casino would inform the support guy so that the support guy also informs you that the problem has already been fixed. if you look at how companies work you will see that the support guy's job is always to just take customer problems and forward them to the departments that fix the problems

[komisariatku]

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?

In my opinion, customer service is the people who work at the casino, they are not players so they only do according to the instructions of their superiors. Most likely they are given tasks regarding general matters, such as deposits, withdrawals, game rules, and other general matters. Apart from that, customer service also seems to have its own division, so sometimes I have to be transferred to another division when I ask customer service for something

Additionally, for small casinos, it is likely that their customer service is third party and therefore has limited understanding of the casino. But in my opinion, this is not a serious problem as long as the casino is always consistent in serving customer complaints. Despite this, gamblers always want their problems to be resolved within 5 minutes of contacting customer service

[Lakai01]

-snip-
Additionally, for small casinos, it is likely that their customer service is third party and therefore has limited understanding of the casino. But in my opinion, this is not a serious problem as long as the casino is always consistent in serving customer complaints. Despite this, gamblers always want their problems to be resolved within 5 minutes of contacting customer service

Nowadays, this even goes one step further: In the classic first level support (i.e. the standard requests from users), large companies such as banks or even Amazon no longer have real people. The work is done by bots, recently even AI-supported. We are currently working on the introduction of such a system at our company, and you really no longer notice that you are not writing to a real person.

A human support employee is only called in for more difficult tasks or if communication with the bot does not lead to any solutions. However, about 80% of the requests can already be handled with the bots - which of course results in immense cost savings.

[Cantsay]

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?

Additionally, for small casinos, it is likely that their customer service is third party and therefore has limited understanding of the casino. But in my opinion, this is not a serious problem as long as the casino is always consistent in serving customer complaints. Despite this, gamblers always want their problems to be resolved within 5 minutes of contacting customer service

I sincerely don’t know where you’re driving at but if you read the Op thoroughly you’ll notice that the customer support does not know some things about the casino and situations like this could result in customer dissatisfaction just like in the op.

The Op now wants casinos to work on improving their customer support service because if you should employ some owing limited knowledge about what they are working for they won’t be able to give the appropriate response when a compliant comes in.

OT- I have seen some scam accusation thread created here because the support team misunderstood the users complaint and it was later resolved when a more knowledgeable team member got involved. So if one is unable to satisfy customer needs how then is that not a problem?

[pawanjain]

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!

I guess the customer support agent didn't do his/her homework of knowing what application they are supporting.
This is indeed a bad experience because people reach out to customer support only when they are facing trouble using the application.
I personally think customer support should be top notch and only then the users can have a good experience using the application.

[retreat]

Whatever it is, whether it's a gambling platform or another online platform, the management should recruit employees who understand what they are doing. Because how can they want to get lots of customers if the customer support is not competent.
They should understand that customer support is one of the main things in an online platform, especially like a gambling platform where there are quite a lot of customers, having responsive customer support and understanding what users are facing is a must to show that they are serious in this field and can be relied on by their users.

[qwertyup23]

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!

I guess that these customer service representative was purely hired in dealing with matters relating to their scope. Though this may be the case, I do agree that they should at least be knowledgeable about all the basic and fundamental interfaces in the gambling platform they are working on.

As such, this should somehow spark a red flag when it comes to the management of the gambling platform. If they hire anyone without providing them the basic skill and understanding of their website, then it implies on what kind of management they have.

Better avoid it at this early stage and look for another gambling platform is this were to happen!

[Rruchi man]

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!

Sometimes the people employed for the job are the people available for it. They have good qualification for the job in some aspects deemed important by the employer, but it is also possible that they do not know everything regarding the Casino they work with and sometimes it is because that is not their area of expertise. As an employer, this is why it is important to occasionally carry out lectures, orientation and seminars for your staff so they can know about the company they work for and be able to answer simple questions regarding the company.

It does not speak well of a company, that staffs of the company are ignorant of simple things that they should know, I mean the simple things, not the technical things that requires expertise knowledge.

[Yatsan]

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!

Have never encountered one but most of the support behind casinos are unresponsive and only a few are really being of a help with my concerns. In this cited situation, it would be okay if Customer support won't be too knowledgeable with technical issues but atleast they should raise it to the team in charge for them to act in accordance with the concern. I've been into customer service and for me it will never be valid to know nothing about your company or atleast know what to do with such instances 'coz customers should be heard in parrocular with their concerns.

I hope services will be improved someday and would be as responsive as they should be 'coz if there are platforms who manage to do so  they why are they lacking to it.

[komisariatku]

Nowadays, this even goes one step further: In the classic first level support (i.e. the standard requests from users), large companies such as banks or even Amazon no longer have real people. The work is done by bots, recently even AI-supported. We are currently working on the introduction of such a system at our company, and you really no longer notice that you are not writing to a real person.

A human support employee is only called in for more difficult tasks or if communication with the bot does not lead to any solutions. However, about 80% of the requests can already be handled with the bots - which of course results in immense cost savings.

Yes, right. I forgot to use bot for customer service. They are quite effective in serving customer problems to answer general problems. When players want to speak directly to customer service, they can do so if they feel the bot cannot answer the question.

I sincerely don’t know where you’re driving at but if you read the Op thoroughly you’ll notice that the customer support does not know some things about the casino and situations like this could result in customer dissatisfaction just like in the op.

Yes, I know what you mean. All players will want their problems resolved in 5 minutes and hope that the customer service can answer all questions. Most of the questions that service cannot answer are usually technical or specific game provider problems, I think customer service will be difficult to know all of that because they are people who work to help with general problems, especially deposit and withdrawal problems. So when they cannot answer, they will be transferred to another division who is more competent to answer the question

I once asked about the tournament bonus at vbetFTN, the customer service couldn't answer and I was redirected to the technical part. I waited up to 3 days for my problem to be resolved. As long as the casino is responsible and wants to solve customer problems, I don't think it's a serious problem, it's just a matter of time and I don't think a casino with lots of users can handle all customer complaints instantly. But if customer service doesn't know about the casinos they serve, then it's a mistake and needs to be replaced. Or maybe the casino is not serious about managing its business. I will leave a casino that has bad customer service

[dothebeats]

There are some people who lie about their resume, and as someone who tried being a customer support, the company should at least see to it that their agents are learning about what product/service they offer before sending them out to close tickets or read and copy/paste scripts. This is some oversight on the part of the casino for hiring agents that do not have the willingness to learn something about the platform. I guess this is why most casino platforms fail on the customer department - they don't hire the right people.

[AmoreJaz]

There are some people who lie about their resume, and as someone who tried being a customer support, the company should at least see to it that their agents are learning about what product/service they offer before sending them out to close tickets or read and copy/paste scripts. This is some oversight on the part of the casino for hiring agents that do not have the willingness to learn something about the platform. I guess this is why most casino platforms fail on the customer department - they don't hire the right people.

and before they know it, it was already too late. their patrons already gave them negative feedback, when in fact, it was the customer support who assisted him didn't know what he's doing. i believe, such situations really do happen. as the owners can't monitor all the time what their agents are telling to their clients. but if the issue is already big enough, that's when they will do further scrutiny of the issue and they may likely find that it was not being handled accordingly.

[ralle14]

Those supports should've been informed or eventually discovered it themselves.

I'm lucky that I rarely experience the bad ones because after a simple explanation, they usually know what to do next and sometimes ask for more time whenever they send me to their other team as some problems are out of their reach. Whenever I get the bad ones, I usually end the conversation as fast as possible and hope I get a competent one on the next ticket because it'll take several attempts of explaining before they can understand your problem.