Casino Customer Service a Major Issue in 2014

May 9, 2014 by

Casino Customer ServiceThe advances in technology in the online casino industry over the past 20 years have been amazing. With live dealer casinos, a huge push in the mobile sector, and higher quality games that people have ever thought possible, there’s no doubt that most aspects of the industry have been on the rise. However, casino customer service is still a big issue, and a lot of casino operators haven’t focused on making sure that their support team is as up-to-date as the rest of their operations.

Current Methods for Casino Customer Service

There are three major ways for players to get in contact with support team members at almost all major online casinos. The first is an email. This is a pretty standard way to get in contact with people these days, but the problem is that it’s slow and clumsy compared to the rest of the modern Internet casino experience. It’s fine for general feedback that doesn’t need an immediate response, but for customer service, it’s sub-par these days.

Another method that people like to use is the toll-free telephone hotline. These hotlines are generally available 24/7, and they are often available in a variety of languages. These are some great features, but there’s a problem that comes up with the simple fact that these support teams are often servicing several different online casinos, and you’re often going to get canned responses for a while to try a bunch of quick fixes no matter how atypical your problem happens to be. Better training to identify atypical issues would go a long way towards making this method easier to use.

The third method is the live chat. This works by giving players a direct link to talk online with a customer service representative in an interface that works a lot like popular instant messaging platforms. It’s an instant service that’s available 24/7, but it suffers from the same issue that you often get canned responses instead of having people who actually seem like they care about helping you. Not all online casinos have support teams that are this impersonal, but many do, and it’s something that needs to change for the industry to continue pushing forward.

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