Outsourced casino customer support service

Why managers of casino brands are looking for this service and how, thanks to a customer support, can LTV be improved? It’s all very simple. A high-quality casino customer support duties include not only responds to customers, but also, to sell them additional services like engaging them into participating in new tournaments, to offer improved bonuses, etc.

The outsourced casino customer support service from the BoomAff is a quality and an affordable solution for any gambling brands. Our online chat specialists have an understanding referring to each client. Providing professional customer support services help to keep the brand at a high level, and also, to conduct the right policy sales.

Customer support = sales department

Providing professional customer support, casino brands close one of basic needs of operational business – sales. Specialists from the BoomAff team are well trained and experienced in online gambling. Support managers monitor the quality of the department, and our clear CRM system allows you to remember about each player.

We know how to be unobtrusive. We know how to offer help to the player on time even when he did not ask it. Our casino customer support specialists always view all users on the site, and properly built alert system immediately signals a possible problem with the player.
Thanks to scripts developed by the BoomAff team, our support team promptly offers players additional bonuses that provoke new deposits.

Casino customer support and LTV growth

Providing professional customer support services, casino brand increases self-confidence. An increase in confidence already provokes LTV growth, however, not only this factor can affect the improvement of this indicator. Sales department. Which is consisting of a customer support service, also increases LTV. Lifetime value is one of critical indicators of brand success.

Working with various partners and in various cooperation schemes, casinos brand can improve its margin by increasing LTV. This can be achieved through a correct and successful affiliate management marketing model (We have many affiliate marketing professionals who can always assist in case of any issues). If correctly to combine partners who work on the RS model (Revenue Share) and CPA (Cost per action), as well as constantly improving LTV, then casino brand can significantly increase margins. It grows through affiliates who work on CPA scheme. Example:

If the brand has reached LTV in the Norwegian market equal to 800 euros, then it will not be difficult for to pay for one depositor 250 Euro CPA, as the average statistics show that in any case it will be a plus in this deal. However, if there is no a clear understanding of the LTV rate or it is not stable, then such a deal can be fatal to the budget.

 

The Pro’s and Con’s of the in-house customer support

Let’s take a look at the main pros and cons of support desk content.

Pros:

  • Ability to control the process of communication with players
  • Ability to build own sales and support scripts
  • Independent influence and the improvement of LTV and brand confidence

Cons:

  • Salary raise
  • Necessary search and hiring professional sales managers who will help in building scripts (or maybe they won’t help)
  • Time for training chat operators
  • A lack of professionalism of a customer support specialists can adversely affect on trust.
  • Increase in office, and, consequently, rental costs (not all managers can build customer support remotely)

As we can see, the content of casino customer support’s own department is costly both on the part of finance and time. It is economically unprofitable both for beginner brands and medium-sized casinos that have already managed to work and gain experience.

If a Company wants to improve one of the strategic indicators of the business, as well as start increasing trust to the brand then we advise to contact us or to leave us a request and the BoomAff experts will be ready help immediately!

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