The life of the Customer Support Agent

in Casino blog
Created: 11 August 2017
Hits: 135

One of the most important jobs in an online casino is the customer support agent. This person is the only one where you can have personal contact with via live chat feature and tell your complaint or ask your question. For this reason it's also a difficult job because the support agent has to listen to all kind of complaints and deal with players asking for bonuses the whole day. To get a better idea of this job we interviewed the Customer Support Manager of 5 different casinos.

Joker Casino

Name Casino: Joker Casino
Number support agents: 4

1. General questions

1.1 Are all the agents working in an office or also remotely?

We all work in an office together which is nice and lots of fun

1.2 Do you offer 24/7 support?

Yes we do offer 24/7 support. Live Chat is during office hours CET time. We are with all staff then. During evening and night we are with 1 or 2 staff and then we will reply (on average) within 2 to 3 hours

1.3 Do you have live chat?
Yes

1.4 Do you have phone support?
No

1.5 Which are your top 3 countries of players you get on support?

Finland, Germany and Sweden

2. What advice can you give to players when they are contacting the live chat representative?

Only to have certain needed details ready like when (appr.) an error occurred, what the name is of a game they have a question / comment about, and just to remember that support staff is always there to help you and will do that in the best way they can.

3. What is your worst experience with a player on live chat?

That somebody had about 2 Euro left in his Bonus (free) money and he got an error on his screen. If we didn't fix it right away hew would come to the office and brake our legs. Of course I told him that he was welcome, not to brake legs but for thee an cookies. He laughed and said sorry for his foul language.

4. What is the funniest experience with a player on live chat?

A woman said she had much fun on the game Rook's Revenge and asked if I looked anything like Rook. I told her I was much better looking and that Rook learned all his funny and dance moves from me. She said if that was the case she wanted to hop on the next plane and have a fun night with me. She did had to warn me that she just turned 74 the week before but if that wasn't a problem for me she wanted to ask her husband if she could go. We had some good laughs at the office because of her. Very nice lady who still comes often to chat a little when she is playing at Joker Casino.

5. How do you deal with a player who lost a lot of money and complains on live chat?

I tell them that we totally understand that it can be frustrating to lose at a casino. That if they feel real bad that they can always chose the option in their account to take a 'cool off' period. We will always try to make a little joke which will hopefully make them feel a little better. But always we will try to explain that we have also many many winners and hopefully next time they will be one of them.

6. What do you like about the customer support job?

I just like to help people and try to do this as quick and good as possible so they have a good feeling when playing at Joker Casino. Communicating with people from all over the world is fun to do and congratulating people who have won big amount of money never gets boring. Many players even say hi when they start to play and have a quick chat with one of us and this way you get to know people a little. Of course my colleagues make the job even more fun!

7. What are the 3 most common questions players asking?

Can I get some Free Spins, Can I get a Free Bonus and which games can I play with Bonus money.  Those are honestly the most question we get. This is of course a good thing because it means that we get few complaints or technical problems. Joker Casino is like by all of our players and is functioning excellent I think.

8. Anything else you want to tell our readers?

We at Joker Casino want to wish all people Happy Gaming! This is a standard short sentence to all players that contact us. For us it means that playing at Joker Casino is fun and easy to do and we hope they enjoy they spend with

Visit Joker Casino if you want to say Hi to their live chat agents!

Omni Slots

Name Casino: Omni Slots
Number support agents: 9

1. General questions

1.1 Are all the agents working in an office or also remotely?

The most are working in our main office but we have 2 people working in other countries who are mainly covering the night shift

1.2 Do you offer 24/7 support?

No, our live chat is open from 9 in the morning until 2 in the night. But you can always send an email via our ticket system and then you will receive an answer before 9 in the morning.

1.3 Do you have live chat?
Yes

1.4 Do you have phone support?
No

1.5 Which are your top 3 countries of players you get on support?

Finland, Germany and Sweden

2. What advice can you give to players when they are contacting the live chat representative?

First of all, treat the live chat agents with respect and you will be treated with respect as well. You can imagine that nobody likes to help somebody who is swearing and when you just ask things in a normal way you will get much better support. I am sure this count for each casino.

Second, the live chat agents are the first persons players talk to but they don’t make the rules of the casino. So if they cannot give you a bonus or cannot help you immediately because they need to ask permission from their Manager or stick to some rules then please respect this and don’t get angry to the live chat representative.

Third, our live chat agents are also there to have a chat or tell your experience in the casino. In first instance they are there to help you but a nice welcome when you enter the casino is much appreciated and gives them a great feeling..

3. What is your worst experience with a player on live chat?

The worst experience is the players who are asking for a bonus but already had enough bonuses and start swearing to you. A bonus is meant for players who lost money and they want to receive something extra. But some players asking every day without making a deposit of loosing money. They have to understand there is a limit for this.

4. What is the funniest experience with a player on live chat?

The funniest experience is with a player who treated us more as a dating site and tried to set up a date with one of or our representatives. This was a chat of half hour and for the agent a great shift because he had a lot of fun answering all the questions and getting so much attention.

5. How do you deal with a player who lost a lot of money and complains on live chat?

It's not easy when a player has a problem with an online casino. First of all we make clear to the player that all games are controlled by a 3th party game provider and we don’t have any access or control over the games. So we can not push a button and let you lose what some players think. They need to understand that the game is managed by a RNG so in the end it’s just luck which makes you win.

Secondly we have the responsible gaming page which they can visit and find a lot of information regarding this subject.

6. What do you like about the customer support job?

The contact with people in an online business is nice. Players of an online casino know that they play against a system but we always try to take away this feeling with a lot of contact and inviting players to get free spins or bonus by contacting the live cha.!

7. What are the 3 most common questions players asking?

These are:
- Can I have a no-deposit bonus or just a bonus?
- Why I never win?
- Why do I have to send all these documents?

8. Anything else you want to tell our readers?

The only thing I want to tell your readers is to have fun at a casino and enjoy your time. Keep your bankroll under control and always stick to your budget and you will have a great time at our casino.

And finally, pass by Omni Slots to say hi to our live chat agents. They are there to help you and always ready for a nice chat.

Visit Omni Slots if you want to say Hi to their live chat agents!

 

Quasar Gaming

Name Casino: Quasar Gaming
Number support agents: 11

1. General questions

1.1 Are all the agents working in an office or also remotely?

We are working in an office; however staff do have a yearly benefit of ‘work from home’ if they need to.

1.2 Do you offer 24/7 support?

No, out office hours are from 8.30 to 22.30.

1.3 Do you have live chat?

Yes

1.4 Do you have phone support?

Yes

1.5 Which are your top 3 countries of players you get on support?

1. Germany, 2. Netherlands, 3. Finland

2. What advice can you give to players when they are contacting the live chat representative?

Explain your question clearly and provide screenshots if you are reporting technical problems, with browser info. Above all, be nice :-

3. What is your worst experience with a player on live chat?

The worst experience in a live chat is always a customer or even a non-registered customer, who don’t need help and is just abusing CS staff. I can’t pick a special case here, but for employees in customer service, it is most important to have the possibility to help people. If customers come to live chat for no reason, it’s not always a good experience for CS staff, and ultimately the time can be used to help other customers.

4. What is the funniest experience with a player on live chat?

One of my favourites was a customer who just came in chat and said that he is unlucky and wanted to visit the chat. He is doing this sometimes, cause afterward he gets lucky, deposit some money and win. While I was still reading he thanked me already, gave me good rating and left the chat. Obviously, I checked his chat history and the gameplay after this and it was true, after visiting the chat, he won very often. Same at this day… Weird, but it was entertaining me for a day.

5. How do you deal with a player who lost a lot of money and complains on live chat?

Obviously it’s not easy telling customers that it’s gambling and depends on luck. They come to show their frustration at losing. It’s important to empathise and show them understanding for the situation and why they are upset.
Showing them that we have some possibilities to give another chance could be the second part. Even if it did not work out, we could give out a bonus on costs of the house to try it again at our discretion. If this happens, we just make it clear that it also depends on luck and explain terms & conditions.

6. What do you like about the customer support job?

The fact that CS is in the front line and understands the customer needs. We can forward any issues to other departments to improve the customer experience. It is also fun to talk to customers because they are using our product!

7. What are the 3 most common questions players asking?

The most common customer support questions in an online casino are:

1. Can I get a bonus?
2. Where is my bonus?
3. What documents do you need?

8. Anything else you want to tell our readers?

Enjoy playing our games and good luck. Play responsibly

Visit Quasar Gaming if you want to say Hi to their live chat agents!

 

Slots Million

Name Casino: Slots Million
Number support agents: 9

1. General questions

1.1 Are all the agents working in an office or also remotely?

All in office.

1.2 Do you offer 24/7 support?

Support is opened from 9 AM until 11 PM CEST Time and chat support open from 10 AM until 11 PM CEST.

1.3 Do you have live chat?

Yes but available for computer users only, not for mobile devices

1.4 Do you have phone support?

Yes but for outbond calls only. Players can request to be called but cannot call us

1.5 Which are your top 3 countries of players you get on support?

Sweden, Finland, Norway

2. What advice can you give to players when they are contacting the live chat representative?

To be as clear as possible with the request

3. What is your worst experience with a player on live chat?

Do not want to communicate on this.

4. What is the funniest experience with a player on live chat?

player assisting him to deposit. The player was sure he was trying to deposit (with credit card) but I had no attempts recorded in our back office. After 20-25 minutes on the phone trying to help and to understand what was happening, I realized the player was actually trying to deposit by inserting his credit card in the computer diskette drive. He explained me that when he goes to a shop and pay by credit card, he has to insert his credit card in a machine so he thought it would be the same to pay online.

5. How do you deal with a player who lost a lot of money and complains on live chat?

Compassion, explain him that it is part of the game, that we are a licensed casino and our games are 100% fair. We recommend the players games in which they have a positive payout in their gameplay history. We tell them that we hope they will win soon and we check if we can make a bonus offer (deposit required or not).

6. What do you like about the customer support job?

The thing I prefer is to talk with a player who just a won a significant amount of money after several bad runs. And also when players provide good feedback regarding the Player Satisfaction Department assistance provided!

7. What are the 3 most common questions players asking?

1. Free Bonus request.
2. Question regarding the bonuses wagering conditions.
3. Question regarding the winnings payments (documents to provide, delay, payment methods…)

8. Anything else you want to tell our readers?

Nothing special except to do not forget Gambling has to remain a hobby and nothing else

Visit Slots Million if you want to say Hi to their live chat agents!

 

Kaboo Casino

Name Casino: Kaboo Casino
Number support agents: 18

1. General questions

1.1 Are all the agents working in an office or also remotely?

At our office in Malta

1.2 Do you offer 24/7 support?

Yes, in Swedish, Finnish, Norwegian and English.

1.3 Do you have live chat?

Yes

1.4 Do you have phone support?

Yes, in English

1.5 Which are your top 3 countries of players you get on support?

UK, Sweden and Finland

2. What advice can you give to players when they are contacting the live chat representative?

Always try to have as much information ready as possible, so we can resolve your query a lot quicker!

3. What is your worst experience with a player on live chat?

It is difficult sometimes when you are faced with a Responsible Gaming case, however we are professionally trained and can help such players with compassion and professionalism.

4. What is the funniest experience with a player on live chat?

Some of the great comments we receive from players after the live chat experience have us rolling with laughter! One example recently was “We should have every female in the world have Caspers offspring, then the planet would be a better place”…..

5. How do you deal with a player who lost a lot of money and complains on live chat?

With sympathy and professionalism. We fully support the player to make sure there are no responsible Gaming issues and providing there are none, we would look to see if we could offer some form of loyalty bonus to soften the blow.

6. What do you like about the customer support job?

We are all casino enthusiasts ourselves and it’s great to work in a place where you can help other players!

7. What are the 3 most common questions players asking?

Questions are usually centred around promotions/offers, deposit/withdrawals and registration

8. Anything else you want to tell our readers?

We are always here to help, it’s not only our job but our passion. Unlike some CS departments, we would always look to act on the behalf of the player and we will strive to resolve any issues as quickly as possible. Consider us, as your best friend who works at Kaboo

Visit Kaboo Casino if you want to say Hi to their live chat agents!

 

We don't want you to miss these funny Customer Support Tweets. Just to keep you entertained on our site.

 

Finally we want to thank the Customer Support Managers with helping us by answering the above interview questions. As you can expect from a Customer Support Manager we received a very fast feedback with professional answers! That's what customer support is all about.

Don't forget to share this article and tell the world about the life of a customer support agent at an online casino!

royal panda

web
analytics