Is having live chat available around the clock unnecessary and a waste of time and resources? Is live chat really that important and effective?
Play When You Want to Play
The fact that online casinos never close their doors opens up the market for players with all kinds of different schedules and geographical locations (time zones).
We all have our preferences and while some players love to play their favorite games all throughout the day, others find it much more appealing during the hours of the night.
A Vital Part of a Casino
Customer support is a vital part of a casino and most casinos these days have a 24/7 live chat available to players. Is this really necessary? As a casino, do you need to be available every minute of the day?
I definitely think so and I will tell you the reasons why.
First of all, let’s not forget that just because you offer 24/7 support doesn’t mean all is well. It still comes down to having a quality support team that knows how to deal with players in the best way possible.
Besides banking and games, great customer support is something players focus on when looking for a new casino and it can make a huge difference.
I think the reason why live chat is so important and popular is because it’s basically a combination of phone support and email support. You’re talking to another human and I think that is so much easier.
I don’t want to call support and I don’t want to send an email and have to wait a full day or more before getting an answer, so for me live chat is the ultimate support tool.
FAQ is great but it’s not the same as human contact
5 Reasons Why Having a 24/7 Live Chat Is Important
There are a ton of reasons why I think a 24/7 Live Chat is necessary and I have listed some of them below.
1) Players Want to Feel Safe
Only offering support via a contact form on the site, email or a phone number used to be all you needed back in the day. Those days are long gone and this type of impersonal approach doesn’t work anymore.
As a player, you want to feel valued and that the casino actually cares about you. Being available around the clock shows a level of respect.
The fact is that casinos are dealing with people’s hard earned money and not knowing when you can get help if something happens doesn’t make them feel safe and protected.
2) I Want Help and I Want It Now
We all know filling out a form online and/or send an email means you won’t hear back for at least 24 hours and that’s very discouraging if you ask me. I also find it very frustrating having to deal with support bots.
There’s no doubt dealing with an actual human is the preferred way to deal with things.
Time is Money
Your time is more valuable than ever and today’s players expect immediate assistance whenever a question or an issue comes up and if you don’t have that, you will not be their first choice.
If you can’t offer it, there are plenty of other casinos that will.
Pick the language you are most comfortable with
3) Multi-Lingual Support
Casino players aren’t just local and domestic these days and casinos attract players from every corner of the world. Although English is the main language used everywhere, far from all players feel comfortable with English.
In order to attract these players and maximize your customer base, being able to offer support in multiple languages is crucial. Besides English, today you will find casinos hiring native speakers in French, Spanish, German, Russian, Japanese and many other languages.
This also brings us back to point number one, as it gives a sense of security for players even if they don’t speak English.
Being available in a certain jurisdiction but not offering help in the local language is a no-no if you want to be successful.
BitDice casino Live Chat
4) Keep Up With the Competition
Whether you like it or not, to offer 24/7 live chat and support is very necessary if you are going to compete with other casinos. If everyone else is doing it, you’re not going to last long if you don’t.
It might sound exaggerated but the fact is that players visit your site at all times of the day and if you don’t attend to their needs, you will be losing out on a lot of money.
AskGamblers will take care of player’s complaints
5) It Prevents Issues From Escalating
Things can get stressful when you play, we’ve all been there. When it comes to financial matters and emotions, it’s easy for things to escalate.
If you can get help or an answer right away instead of having to wait until the next day or even longer, it will help a lot and can help put you at ease.
More Reasons Why
These are only some of the reasons why I think it’s important to have a 24/7 live chat and there are a lot more besides these.
I would love to hear your thoughts on the subject so feel free to leave a comment below.
Have a great day!