Customer service represents a phenomenon that unites even the most disparate of industries. Any business that interacts – in any capacity – with a clientele or customer base will have no doubt experienced the demands of ensuring strong customer service, even in the face of adversity.
In the realm of the online casino, this holds true – so much so, in fact, that it seems to be one of the driving forces behind the success, or failure, of a site. Read more below.
A Tradition of Hospitality Endures in Digital Spaces
No matter how beautifully developers have handled the transition from real world spaces to digital spaces, or how successfully this ‘new’ genre has thrived as its own entity, the fact will always remain that the online casino is borne of a decades – or even centuries – old tradition, which continues to pose its own type of allure to gamblers around the world.
In essence, while the online casino has transformed itself into a veritable powerhouse in its own right, it is unlikely to ever shake off the fact that it is intrinsically linked with the casino halls of top gambling destinations. It may be different, but it remains a descendent nonetheless.
What this means is that certain defining traits first conceived of within the real world casinos are carried over into the digital spaces. Sometimes, this works in the developers’ favour; that intangible, breathless excitement felt by gamblers is relatively easy to invoke, provided you have a good team.
Others, it places an onus on the site – and one of the most obvious areas in which this holds true is in developing a strong sense of hospitality, opulence, esteem and strong customer service.
Those who play at GGPoker.com, for instance, will have found that the developers behind the site have managed this admirably; while it is a struggle to put a finger on how, exactly, they have created a warm welcome with nothing more than pixels and code, the impact is clear to see. As a frontrunner of the entire industry, it is clear that this tradition of hospitality is invaluable to a site’s success.
Success Stories Focus on Fostering Trust
The online casino represents an institution unlike any other. Successful developers go to great lengths to ensure that their offerings are primed for increasingly discerning players, and that their best qualities continue to outshine their competitors.
The potential profitability of the industry is the driving force behind this competition – but it also offers impetus for those harbouring more malicious motives to get their foot in the door, and make use of a substantial, global player base ready to invest into an attractive deal.
This creates a dichotomy of luxury and excitement, and the risk of wandering onto a domain that does not hold the player’s best interests at heart.
By now, players are, of course, all too aware of this fact. As a result, many are growing increasingly discerning towards a lack of transparency from the site operators themselves.
For this reason, one of the only ways for site operators to quickly and effectively convey that they represent a worthwhile destination for players is to ensure that their customer service is doing more than the bare minimum. In a sense, they need to invoke the reassuring presence of the croupier or doorman, without ever being able to initiate that one-on-one contact themselves.
This is, of course, a challenge posed to all who operate online, but, for the casino – a phenomenon which made its roots in the real world casinos of Vegas, Macau and Reno – it represents a veritable mountain that only a few can climb.