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

[Darker45]

What exactly do you mean "he doesn't understand what I mean"? There doesn't seem to be complicated with the question. It's a plain and straightforward question. Is it probably that your question isn't one of those which the customer support is trained to answer? I mean your question could be out of the menu of questions and their corresponding answers which these support staff usually have, especially since it's relating to the site's technicalities rather than on gambling rules, mechanics, terms, and so on. Did he not forward you to another support?

[OgNasty]

I think the hiring process for traditional casinos is prettt intense to make sure that they get trustworthy and competent help. With online casinos they probably mostly look for people who are available and work cheap, as they don’t have to trust them as much as physical casino employees, so it’s likely that they aren’t hiring the best help money can find.

[crwth]

Hey there OP, Good luck with your casino reviews.

Anyway, with your concern, I think it's best to know that they are concerned with probably customer satisfaction or refunds of some sort. Not just the whole UI itself. Remember that a lot of people who are in customer service support are being outsourced to different countries that have probably way less salary compared to where they are operating.

Maybe you could point it out and provide a clearer picture. Sometimes it's also about how you are saying it. It's best to put it step by step.

Additionally, maybe you can contact it with the right customer support? There are people who are handling different accounts/situations that have those more on the "technical side" and just the surface-level customer satisfaction thing.

[yahoo62278]

You are doing research for a casino review site right? Maybe each sites support tells you a little bit of how the casino owners themselves operate? New casinos are going to try and save a buck wherever they can, but they should try to train their employees somewhat so that they at least sound competent. If you as a customer support agent are going to work for a casino, you should want to look around and familiarize yourself with your work as well.

Most of your well known and well reputed casinos have very competent support. I have never had an issue with Stake support.

[len01]

just guessing if you ask customer support about sportsbooks and they answer with this ignorance I think the casino is not yet established. I mean it seems like the casino you asked the question to is a new gambling site or a local site that does not have a reputation that is known to most gamblers so they hired someone to sit in the customer support chair to answer all customer questions but unfortunately the casino hired that person just to a small salary or hiring an ordinary person with no knowledge of gambling or gambling systems so that the casino does not lose too much by paying that person to answer every customer question. but there is also customer support, namely AI which automatically replies to what you ask and when you ask about something that AI does not know, AI will definitely not answer satisfactorily according to your wishes.

but if you understand what is being said, it looks like its open to AI customer support because if the support is indeed from AI, usually questions that are not in the AI data will usually be forwarded to the real human support team and the team will answer in detail what you ask. and if it is indeed from the support team and answers your question with dissatisfaction, you can send a report via email to the casino to provide criticism to the casino owner.

Its really bad to see that a casino has a customer support team that is unfriendly or has no knowledge of the business but nevertheless this is often the case in local casinos or newer casinos

[robelneo]

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.

Supports are trained to answer questions coming from gamblers They have an FAQ there and if players are not satisfied with the answer provided to their issues that's the time they will ask for chat support, You admit that you are a casino reviewer, and the question you ask of their support is not gambler related issues but platform related so that could be the reason why they cannot provide the right information, there's another support that can do that.

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?

You are directing a question from the wrong support, One example is Namecheap, not a casino but they have categories and subcategories for your issues, You should start asking the support if they are the right support on your questions since you are a reviewer, not their players.

[ethereumhunter]

It is a problem for a casino if they hire a support agent but they don't know anything about the casino. It seems like the agents should get training from the casino so that if a member asks about the casino, they can explain it in detail. We don't know what it means for casinos to hire people who know nothing about casinos or maybe it's because the wages for these people are so low that casinos can cut costs. But that doesn't make sense because a casino is a business so the owner must have a team that really understands his casino.

After all, support service agents are people who interact directly with members, even strangers, and they should be able to explain many things about the casino or answer questions raised by members. Hopefully the casino can replace people who understand more about the casino so they can answer any questions from their members. You can write an email to the casino about this and see what the casino has to explain.

[Synchronice]

That’s very odd. How could these casinos grow their customers if the customer support itself is not worth of the customer’s time. Probably, the owner or the management of the casino has oriented them before they start their job, but since they are poor in English or any foreign language wherein customers often use, then they can’t tell or even understand the problem from the start. Well, that’s really bad for their business. However, if I am the owner of a casino, I will make sure that those people involved in customer supports are also regular gamblers so that they can easily relate to the problems asked by the customers or players.

I bet customer supports have supervisor who is more qualified and probably this person has to take care of hard tasks. For simple chit-chat, these customer supports are probably enough and their 90% of customers don't have serious problems, plus these companies are really saving a lot.
For example, in Germany, company has to pay minimum 12 Euro per hour pre tax and at the same time if person gets cold or has some medical issues, the company has still to pay him/her the salary. Is that profitable? No. So, easy solution is to hire people overseas. In poor countries, they probably pay 4 euro per hour, sometimes make them work overtime and probably don't have to worry about their sickness and insurance. And these people who receive low salaries are happy too because in their country that's a good salary and probably one of the best available option for them.

[Westinhome]

It is a problem for a casino if they hire a support agent but they don't know anything about the casino. It seems like the agents should get training from the casino so that if a member asks about the casino, they can explain it in detail. We don't know what it means for casinos to hire people who know nothing about casinos or maybe it's because the wages for these people are so low that casinos can cut costs. But that doesn't make sense because a casino is a business so the owner must have a team that really understands his casino.

After all, support service agents are people who interact directly with members, even strangers, and they should be able to explain many things about the casino or answer questions raised by members. Hopefully the casino can replace people who understand more about the casino so they can answer any questions from their members. You can write an email to the casino about this and see what the casino has to explain.

Only some of the gambling sites are legit and that legit website will provide the good support to the users,So before using the gambling site.It’s most essential one to find whether the gambling site had support or not.The casino should take an interview before they require the people to their site.Some casino hire the people who don’t have enough knowledge,because the less knowledge people will ready to work at low payments.The more skilled gamblers will ask high money,it’s most important factor the gambling site only hire the skilled people.Because the experienced people help the gambling site to grow to next level.

[Coin_trader]

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!

Can you provide the detailed conversation between you and the customer support? It's really that some casino hires a support that doesn't knew exactly what they are doing since they are just using a limited information for there job while asking a little bit our of that scope will make them confused.

I just want to know how do you exactly ask them since customer support really don't the existence of review site for gambling and asking them like Q&A will make them comfortable because they might provide information that isn't supposed to be released in public.

Nevertheless customer should be flexible and can answer any type of questions as long as it's related to casino that they are working with or else they should be replaced by a chatbot.

[livingfree]

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!

If that's an actual thing, it only means that support they've hired are only focused with the customer problems that they have t odeal with and mostly that's not part of the spiel that's given to them.

But they have to know the things within their casino and answer as simple as the question you've asked them to. They can navigate on their own and find that out where it's directed and give their own answer to you.

It's not going to hurt them to have their own answer even it's not part of the spiel given to them. That's what support is all about, to give the answer their customers are looking for.

[Hispo]

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!

To be honest, that specific situation may or may not have anything to do with customer service at all.
Some people who are hire to face the customer wand troubles with the platform are trained or told to deal with specific things, like account recover, red flag when they suspect there is some scam going on, answering questions about withdrawals, etc.

They sincerely may have no idea if the staff for some reason are doing some changes within the casino. Granted, perhaps it is a problem of lack of communication between staff and the customer service department; but let us keep in mind that most of answer they have to give are related to other things.

I had to deal once with a casino which gave me trouble with account recovery and they did not know about some features of my email, it was kind of frustrating.

[Pierre 2]

This is issue with many operations sadly. I think they don't exactly hire people but actually hire companies that give customers services to various different sectors. So people working there are good at being customer service but anything other they probably know nothing. When you do not incentivize workers there to learn casino services, they literally will never do it themselves. There should be extra funds + customer service working directly for casino that will teach others.

[Renampun]

...

...The most important thing for them is that they have so called customer support available that worth 1/10 of what they had to pay if they were to hire in their own country.

That’s very odd. How could these casinos grow their customers if the customer support itself is not worth of the customer’s time. Probably, the owner or the management of the casino has oriented them before they start their job, but since they are poor in English or any foreign language wherein customers often use, then they can’t tell or even understand the problem from the start. Well, that’s really bad for their business. However, if I am the owner of a casino, I will make sure that those people involved in customer supports are also regular gamblers so that they can easily relate to the problems asked by the customers or players.

I don't see what the OP is experiencing is a problem because of the bet but he questions the technical problems that occur, and it is impossible to employ gamblers as customer support when what is experienced is a technical problem.
I agree with what Synchronice said, some gambling sites only employ people in developing countries (remote work) who are only responsible for answering every customer complaint, because it is impossible for gambling owners and developers to answer customer complaints one by one every day so they are looking for remote workers who will only be responsible for answering and listening to customers' chatter.
The knowledge they get for the gambling sites that employ them is of course not extensive so they are often confused about what to answer and can only answer later we will follow up.

[decodx]

Totally agree with yahoo62278.

@steve5946, you work for casino reviews, right? Well, no matter what your experience with customer support was, you should include it in your review. That way, your readers will know what they're getting into when it comes to customer support on that casino platform.

I believe that top-notch customer support should be a casino's priority, right up there with offering a fair gambling experience and maintaining a solid reputation. Sadly, some new platforms go all-in on marketing and attracting new players, but that won't cut it in the long run if they can't keep players happy due to lousy customer support.

[ajiz138]

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.

Then what does the customer support say, does he not understand your explanation or does he really not understand? When he as a support customer didn't understand what was said to him, to be honest, I often experienced annoying things when asking some support customers.

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

Same friends, I often encounter this, they always post a link to the TOS even though it's clear what I'm saying about the problem, but they still tell us to read the TOS again. 

[bittraffic]

Either the employee manages to persuade the owner to hire him without knowledge and experience or the owner of the casino just wants to hire a cheap rate freelancer to work for him. But its not going to be worth it if the employee ruins the reputation of the casino.

I managed to get hired by someone to work on their social media marketing without my experience and I struggle to keep up. I have to Google everything before working on it. Eventually, my employer said enough, took her 5 months.  But yep I work hard and do the extra mile to accomplish stuff.

[Hamphser]

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!

Most of the time, casinos hire customer support through some agencies that have offices in poor, developing countries and offer customer support service to these companies. Most of the time, these customer supports don't even speak English or other foreign language(s) at even B1 level, so, they don't even understand well what you ask them. So, yeah, that's the case and I don't understand why but these companies don't care about the quality of the service their customer supports provide. The most important thing for them is that they have so called customer support available that worth 1/10 of what they had to pay if they were to hire in their own country.

You got it right and i would say that i do have that experience too on which asking out something about the site but ending up on getting a response which it isnt really that in connected in regarding my concern or

my issues on which you would really be molding up that kind of question on mind on what the heck they've been talking about. I do agree on the point that you made that they might be hiring up someone who isnt really that totally able to know their responsibilities and actual work or job just because they are really that saving when it comes to expenses. Its not really that bad on being mindful about expenses and other stuffs
but they should really be having that consideration because customer support is one of the things on which some gamblers are really that keen into.

Once they do have that bad impression towards it, then it would really be totally be changing up the whole mood and interest that they do have on the platform that they are currently dealing with.
Some might be able to ignore and tolerate but there are really ones who are really that to meticulous when it comes to these aspects on which it would definitely
affect their own views into it.

[harizen]

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.

There are lots of users who are good at screening, interviews, and showing what they are capable of during an application. That alone is the reason why gambling sites are able to hire them without a problem. They can only see if they are really good once in action. Aside from that, it's not the gambling site owner who is responsible for hiring these people as there are part of the team that handles the application of those who want to be in customer service.

Customer support also has lots of pre-recorded messages that they will easily paste as a response depending on the concerns of the users. That's why when talk about a specific problem that they don't encounter much, they will end up saying a response that we didn't find as appropriate.

I encountered lots of them already but decided to just close the chat and find another support in touch. I don't want to spend time talking about that kind of support. It's even better to just ask them in email compared to live chat as email support has lots of time to give a customer a much better response.

[Blowon]

That's right, I think you feel annoyed at a gambling website that suddenly redirects to another platform, that must be very annoying. If it makes it difficult for you to play on that site, try a site that is friendlier and more comfortable for its users. Not only that, I'm sure there are hundreds or even a thousand gambling websites here.