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An independent assessment has provided a considerable enhancement in the customer support service offered by UK gambling sites, eager to get their share of the UK marketplace, which is forecasted to develop by 30 percent and reach spending intensity of £1.6bn. By holding technologies like online chat, and advancing speed and accuracy of responses, the plenty of Gambling Websites UK audited have boosted their average marks from 54 percent in the year 2006 to 61 percent in the year 2007. The audit disclosed that UK betting site has perked up the level of customer service in 3 major areas and those are.
- The correctness of information – an imposing 100 percent of emails and all chat sessions, and 98 percent of all phone calls that were responded given complete and accurate information.
- Receptiveness – actually the number of emails answered to have boosted from 60 percent in the year 2006 to 74 percent in the year 2007, with the number of phone calls responded in just ten seconds rising from 84 percent to 90 percent.
- New interactive channels – nearly 42 percent of firms now provide the facility of online chat, up by twelve percent from thirty percent.
But, the audit performed in the year 2007 reveals that the Gambling Websites UK are failing in major areas of customer support service which can considerably perk up the efficiency of service, increase customer confidence, and assist retention attempts. Just eight percent of the telephone calls responded was personalized as compared to 33 percent of the chats plus 78 percent of the e-mails. Some sites like starspins casino confirmed the mix of communication channels, along with just 23 percent of phone agents plus 19 percent of chat agents capable to track earlier emails to the company by a player.
Additionally, as many as 92 percents of the sites audited didn’t give a knowledge base to allow players to effortlessly search as well as access information on the web. This really can have a subsidiary effect on retention rates and customer acquisition, plus place a superfluous burden on agents. Since it is heartening that the UK online betting sector has considerably enhanced customer service in the year 2007 still there is a great scope for betterment. In a competitive, growing market retention and customer acquisition is the key. UK betting sites have an international customer base that requires easy access to immediate responses and information to inquiries, especially when their funds are rather at stake.
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