Sometimes in life, we all need a helping hand. That can be anything from learning to drive, to getting some emotional support and even some extra backup when playing at online casinos. The latter is an area where customer support agents come into play, and they should be able to cover a wide range of issues.
Modern online casinos have nuanced features, including a wide range of bonuses and payment options. If you’ve ever checked out the best online casinos on CasinosOnline.ph, a platform that reviews and ranks operators, you know how much there is to take in. Promotions, special offers, and various perks all come with their own set of rules, but it doesn’t stop there. Casino games themselves have specific conditions – bet limits, RTP, volatility, and game mechanics – all of which can affect how you play. Figuring it all out isn’t always straightforward. So is it possible that a support agent will know every detail about the entire operation?
The Importance of Good Support
Customer support agents are on the front line of handling frustrated customers, which is not an easy job. Agents help players work through the problems that are causing those frustrations, and therefore this is an extremely valuable service because it is part of customer retention. If a customer has a bad experience with support, then it’s very likely that they will start looking around for a different platform.
Relevant Information
Naturally, it’s very hard for any customer support agent to give relevant information about something they aren’t familiar with. So, support agents at online casinos should have a good working knowledge of different areas, including game mechanics.
Game mechanics covers things like the payout structure, Return to Player (RTP), volatility and how Random Number Generators drive it all. But the one area that most players are probably going to inquire about the most, is bonus features and understanding them.
Bonus features are drastically different from one slot to the next, so broad knowledge is required. No agent can have comprehensive knowledge of the mechanics and terms of every special feature on every slot.
But at least a good, solid understanding about what features like scatters and expanding reels are, is going to go a long way. Even if those change from slot to slot, the agent can at least talk about them with some authority.
A general support operator essentially should be able to answer questions about a particular game feature, as easily as they can about the terms of using free spins and any rollover requirements on bonuses.
Efficient Systems
Customer support agents at online casinos don’t solely rely on their own knowledge. They are helped along by software that they can use to pull up the most relevant information pertaining to the complaint or inquiry.
This is an efficient way of doing things. Having all agents digitally access information from a central source, means that everyone is on the same page. No matter which agent a customer gets through to, they will receive much the same support experience.
All Chat
Live chat is now the cornerstone of customer support, providing real-time assistance, and can typically get players connected quicker than phone systems can and it’s also easier to have that support available 24/7.
Part of that efficiency is that agents can handle multiple live chats at once, which means that the output of help is greatly increased. It’s also great for logging the chat history so that details for both the agent and the customer can be referred back to if needed.
Going Up
Sometimes a resolution can’t be found and there will typically be a demand from the customer about speaking to someone else, higher up the support ladder. There are tiered layers of support, starting with the frontline operators who focus on basic troubleshooting by answering general questions.
These are also the gatekeepers to moving complex issues up to higher tiered advanced support members, who may have to tap into more technical experience. Further up the chain there are experts like developers who provide specialised solutions, but rarely do customers ever get this far.
Master of It All?
Do agents need to know the mechanics of every casino game? Of course not, that’s a demand which would be out of reach and the pressure on the actual agents would be too great. It is more important that they know how to use the technology that is specifically designed to help them provide clear explanations and solutions.
There are certainly agents who have greater skills in particular areas, and who can therefore deliver more targeted help, like a person skilled in payments matters, or another that has deep working knowledge about technical issues with software.
This is where good training and teamwork really benefits the company. What individual agents can bring to the table, within that, is personality and being prompt wit
