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Customer Support

Customer Support

Voice & Non-voice Customer Support

Our customer support agents know when to listen, when to speak, and how to speak. Both fluent in verbal and written English. They select the right communication technique and appropriate tone for the purpose of gaining substantial information needed to address and resolve players' issues.

First Contact Resolution and Escalation

Each customer concern is treated with utmost importance and urgency. As soon as an issue has been submitted, our professional agents initiate obtaining relevant information, clarifying ambiguities, and ascertaining customer needs to consequently resolve the issue in line with our client’s service protocols and policies.

Monitoring and Trend Analysis

A periodic measurement of players pulse is the key in market differentiation. We place added value to our customer service by utilizing player complaints and suggestions to help our clients discern areas for improvement and common player issues and expectations, among others.

24-Hour Ticket Response

We balance the time allotted in dealing with individual customer concerns to create opportunity to address future issues. Our customer service representatives observe a strict policy of responding to tickets, email, or calls within a 24-hour period.