Company’s CEO, Tiago Almeida, commented: "After completing a survey dedicated to customer satisfaction on different gaming brands targeting the LATAM territories, we understood the current status quo on live chat could be improved. The immediate response time, this channel can potentially provide, must be faced as a relevant conversion and retention tool for the emerging markets, where a regulated, safe environment still needs to be developed. Therefore, a one-size-fits-all consumer outreach strategy is quickly becoming obsolete.”
"We understand that engaging the player and the customer support agent on a face to face experience is the solution to provide a superior service, to increase the volume of deposits and keep the VIP churn rate low,” Almeida added.
This service will be provided from refurbished contact centers in Brazil and Uruguay to gaming companies targeting Latin America, Brazil, Portugal or Spain, with the possibility to offer the solution only to segmented groups of users. The solution can be triggered on specific pages of the site, such as the deposits page or at a specific KYC (Know your client) section.
The solution, handled by trained, native, customer support
agents, allows eGamingServices partners to offer value added communication with
Video Chat, Voice Calls and 2-way screen sharing, while offering a full branded
experience.
The new service allows the user screens to be shared with the operator on a
large range of web-browsers, including Mobile Devices (iOS or Android). An
installation of additional software is not necessary, while keeping a Private,
Secure and Reliable environment.
Source: GMB
