2 Vital Tips to Improve Your Customer Service
Key Points
- Provide a Comprehensive FAQ: An FAQ section covering essential aspects of your services enhances the customer experience, helping customers navigate your offerings and reducing confusion.
- Enhance Customer Support via Social Media: Offering customer support on platforms like Twitter makes your company more accessible, keeps service standards high, and builds trust through public accountability.
- Leverage Customer Service for Better Retention: High-quality customer service can lead to better customer retention and increased sales, as consumers value a seamless and supportive experience.
Online casino gaming might be a million miles away from your business, but it’s an interesting industry to study when it comes to customer service.
The first virtual casinos appeared online in the late nineties, but it wasn’t until the turn of the millennium that they filtered into the mainstream.
This prompted a shift in the gambling industry. With people opting to play online rather as well as in land-based casinos, customer service became a priority, as did regulation.
Knowledge Is Power for You and Your Customers
Today, online gambling is required to meet high standards of security and integrity, and customer service can contribute significantly to both of those.
Once these conditions are met, operators are free to provide their services as they see fit. Let’s look at what that means in practice.
A leading online casino is more than a collection of games. Scroll down to the bottom of this online casino site, and you’ll see an FAQ.
The FAQ is, essentially, a quick guide to online casino gaming.
It covers the basics of how games work, the options available to players, and some of the features available on the site.
Giving customers a potted overview of the services you offer can be extremely useful if you’re in a niche industry.
A lot of people who use an online casino for the first time won’t know how to make deposits or what 91.46% RTP means for a slot game like Gladiator Jackpot.
An easily accessible FAQ covering the basics is practical but provides extra value.
According to an article from AgencyAnalytics, 66% of consumers are prepared to pay more for a better online experience. This highlights the value people place on getting something extra.
Taking this back to our FAQ example, you can implement something similar into your website and enhance the customer experience without charging them more.
A better customer experience should translate into more sales and better retention rates, as we’ve noted in our guide to boosting engagement.
Let People See How You Operate
Something else top-tier online casino operators get right is customer support. If the handy on-site guides aren’t enough, customers have various ways to contact support agents.
Email and live chat have been the standard for a long time, but operators are now getting better at tackling customer issues via social media. This strategy of offering customer support on online platforms serves two purposes:
Firstly, due to the character limits on platforms such as X (Twitter), questions have to be concise.
This means agents can work through tweets faster than long-winded emails.
Secondly, the queries are public. This keeps the company and its customer service agents accountable, which, in turn, keeps standards high. It also means the responses are there for all to see.
Therefore, a single response could help dozens of people.
Secondly, we’ve talked before about how social media can make your company more accessible.
Our example from the casino world feeds into this.
Providing social media support is useful for customers who have a problem and improves your company’s image. Indeed, if people can see you’re actively engaging with queries, they’ll see you as a trustworthy company that cares about customers.
The end result, hopefully, is more business.
So, there you have it. You might not run an online casino, but your business can certainly take a thing or two from gaming companies battling for airtime in an industry worth over $100 billion.
