24/7 support: how to organize customer service in online casinos
Published: April 25, 2025
Introduction
In the iGaming industry, the quality of customer support plays a key role. Players expect quick and competent answers to their questions at any time of the day. Errors in the operation of the support can lead to the loss of customers and a drop in the reputation of the casino. Therefore, 24/7 support has become the standard for reliable operators.
Key Customer Support Objectives
Solving technical problems (game crashes, login errors).
Advice on deposits and conclusions.
Explanation of bonus and stock terms.
Assist with KYC and verification.
Handling complaints and disputes.
Communication channels for players
1. Online chat is the fastest way to communicate, with a response time of 1-3 minutes.
2. E-mail - suitable for detailed requests and official appeals.
3. Telephone line - useful for VIP players and urgent cases.
4. Messengers (Telegram, WhatsApp, Viber) are convenient for international markets.
5. FAQ and knowledge base - automation of answers to typical questions.
SLA and Quality of Service
SLA (Service Level Agreement) fixes mandatory support indicators:
Regular SLA monitoring helps maintain a high level of service.
Automation and chatbots
Chatbots solve up to 40% of typical questions (password, bonuses, deposits).
Integration with CRM allows bots to check the balance and player status.
Automation reduces the burden on operators and speeds up responses.
Personnel training and quality control
Regular product and bonus training.
Use communication scripts, but with flexibility for non-standard situations.
Analyze chat and call records to improve quality.
KPI for employees: response speed, player satisfaction, number of solved tickets.
VIP Player Support
Personal managers.
Priority link.
Individual bonus offers.
High level of service as part of retention strategy.
Conclusion
Quality support 24/7 is not just a service option, but a prerequisite for a successful online casino. Quick reaction, competent answers and multi-channel create player confidence and increase loyalty.
In the iGaming industry, the quality of customer support plays a key role. Players expect quick and competent answers to their questions at any time of the day. Errors in the operation of the support can lead to the loss of customers and a drop in the reputation of the casino. Therefore, 24/7 support has become the standard for reliable operators.
Key Customer Support Objectives
Solving technical problems (game crashes, login errors).
Advice on deposits and conclusions.
Explanation of bonus and stock terms.
Assist with KYC and verification.
Handling complaints and disputes.
Communication channels for players
1. Online chat is the fastest way to communicate, with a response time of 1-3 minutes.
2. E-mail - suitable for detailed requests and official appeals.
3. Telephone line - useful for VIP players and urgent cases.
4. Messengers (Telegram, WhatsApp, Viber) are convenient for international markets.
5. FAQ and knowledge base - automation of answers to typical questions.
SLA and Quality of Service
SLA (Service Level Agreement) fixes mandatory support indicators:
- The time of the first answer is no more than 5 minutes in the chat, 1-2 hours by e-mail.
- Solving simple queries - up to 15 minutes.
- Escalation of complex cases - transfer to a senior specialist within an hour.
Regular SLA monitoring helps maintain a high level of service.
Automation and chatbots
Chatbots solve up to 40% of typical questions (password, bonuses, deposits).
Integration with CRM allows bots to check the balance and player status.
Automation reduces the burden on operators and speeds up responses.
Personnel training and quality control
Regular product and bonus training.
Use communication scripts, but with flexibility for non-standard situations.
Analyze chat and call records to improve quality.
KPI for employees: response speed, player satisfaction, number of solved tickets.
VIP Player Support
Personal managers.
Priority link.
Individual bonus offers.
High level of service as part of retention strategy.
Conclusion
Quality support 24/7 is not just a service option, but a prerequisite for a successful online casino. Quick reaction, competent answers and multi-channel create player confidence and increase loyalty.
👉 On jackcode.io you will find recommendations on organizing customer service for iGaming, ready-made online chat solutions, CRM integrations, and player support automation.
