How Online Casinos Can Build a Strong Player Support Team

A happy online casino player can become a loyal player. Find out what it takes to build a strong player support team.

Whatever product or service we buy, it’s of paramount importance the way customer support works. It can play a major part in our desire to become loyal clients. Imagine you visit two shops. The first one has friendly assistants who help you make the right choice without pressure. The second one makes you stand in long queues and wander around the shop in agitation. Surely, you’ll be happy to return to the first shop.  

Any online casino platform is like any other shop where customer support is vital. There are platforms like luckydreams casino where players get help in a matter of seconds, and there are platforms that make you wait for a long time to get help.  

Although every online casino platform has a team of player assistants, not every platform makes a big deal out of creating truly impeccable customer service. If you believe that your platform needs a more effective support team, we’ll tell you how you can build a successful one from scratch.  

Creation of a perfect support team  

Recruitment of the personnel 

The first step would be to find perfect candidates. If a land-based casino pays special attention to employee appearance, then an online casino can avoid this procedure. However, other requirements are the same. Here’s what you should pay attention to:  

• Experience. Certainly, if a candidate has rich experience in the iGaming industry, it would be perfect. However, it’s not necessary. Young professionals with no experience show greater motivation and work harder on average.  
• Excellent computer skills. Specialists will use professional software to assist players. That’s why a candidate should know their way in new technologies.  
• Fluency in foreign languages. More often than not, online casino platforms cater to different audiences from various backgrounds and locations. That’s why if your specialists know even one foreign language, they will be able to assist more players.  
• Knowledge of basic game rules. A prior gambling experience can become an advantage since specialists may better understand players’ needs.  
• Patience and excellent communication skills. Well, not all players can be pleasant people to talk to. When players have issues, they may even show some kind of aggressive behavior. That’s why a perfect candidate should know how to communicate with all kinds of people.   

Moreover, potential candidates should have analytical skills and be ready to follow all the instructions.  

Training  

When there’s a list of suitable support specialists for your online casino platform, it’s high time to start training. There should be comprehensive instruction that describes all possible cases with players.  

Your instruction should have the following information:  

1. A list of bonuses that a support agent can offer a player. It can be important since there may be cases when a support agent can provide some kind of motivation to make a larger deposit, or when there is a player who is one step away from leaving the platform forever.  
2. A list of necessary docs that a player needs to provide so that there are no payment errors.  
3. Details about when an agent should initiate a conversation with players.  
4. How a specialist should behave if players show signs of aggressive behavior.  
5. Set of actions in case of fraudster activities.  

This information can become a game-changer in the way your online casino platform works. Such detail will help not only young professionals but also seasoned support agents. It all matters because every platform works uniquely.  

Workflow management   

There’s nothing better than to have an always-available support service. Thus, before you create a shift plan for every agent, you need to analyze the workload. It means that you need to have a better understanding of the number of players at a particular time of day. Ultimately, you’ll figure out how many agents should be available and ready to help players.  

It’s reasonable to make sure that each specialist deals with no more than 5 players at the same time. If there’s more, then it’ll cause significant delays. Moreover, you should make sure that all your specialists have everything they need to work effectively.  

That will be a great start in your efforts to create a perfect support team. Besides that, there should be room for performance evaluation. And last but not least, you should plan staff motivation. If you put great emphasis on keeping all your employees happy, you’ll see that there’ll be a growing number of loyal players.   

Conclusion  

Your online casino platform can soar to success if there’s a proactive team of support agents. Online casino operators should pay due attention to the creation of a perfect support team and not a mediocre one.