Betsson Improves Online Gambling Customer Interaction

Published Saturday, April 25, 2009 -

Betsson Malta Limited, is a company in the Betsson Group, under a licence granted by the Malta's Lotteries and Gaming Authority under the Remote Gaming Regulations. Betsson will no offer the nGenera Customer Interaction Management system to it's online customers.

nGenera Customer Interaction Management is the global leader in next-generation customer experience solutions, with customers reporting increased satisfaction and measureable cost savings within six months of deployment. A report of 250% customer growth over three years tells it all.

Betsson has doubled its capacity to handle customer queries without increasing staff using nGen Chat. The advanced online chat tool is enabling Betsson to provide live, 24-hour assistance to online gamers across Europe while delivering a 30 percent reduction in average resolution times and reducing telephone queries by as much as 40 percent.

Betsson has deployed the program across its customer service team, which provides support in 14 languages for customers from over 20 countries. The intuitive system automatically directs the request to an agent with the appropriate knowledge and language skills, ensuring that customers receive rapid and effective support.

Betsson has made a strategic decision to keep the number of simultaneous sessions to a minimum to ensure every customer receives a highly personalized interaction. Head of Customer Support at Betsson, Megan Easey, said, "Chat is a highly cost-effective way for us to interact with customers, who receive rapid support without running up their phone bill. We have been very impressed with the capabilities of nGen Chat and the level of customization and flexibility in the system. Feedback from our agents has been incredibly positive, as the tool is easy to use and empowers them to deliver the high levels of service our gamers expect."

Wade Pfeiffer, General Manager of nGenera commented, "The results being reported by Betsson are truly impressive, and our retail, financial services, and high technology customers are reporting similar results. This is due to a growing preference for chat as a communication channel,"

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