Speed without useful guidance only creates back-and-forth, increasing the bettor’s frustration. The ideal approach is to respond quickly and provide clear instructions for the next step, such as resubmitting the document, correcting data, or adjusting the selfie, ensuring an efficient and uninterrupted process.
When an operation fails to meet the expected timeframe, the bettor becomes frustrated and, as a result, the chance of conversion is lost: they immediately look for another solution.
The limit of a good SLA
Good practices indicate that a fast response is essential during onboarding. As a benchmark, a first response within 5 minutes can significantly reduce abandonment, while longer wait times risk exceeding the activation window, harming bettor conversion.
What many fail to realize is that time is not only a matter of operational efficiency, but also an opportunity. Every minute between the error and clear guidance increases the chance of drop-off. A fast response with objective instructions preserves conversion.
And the consequence? An unsatisfied bettor will look for another platform.
Avoid long forms and asynchronous emails during onboarding. Use chat/WhatsApp with screening scripts and macro-responses (such as “clean the camera,” “adjust the lighting,” “center the document,” “check ZIP code/state”), handing off to a human when necessary.
When a bettor needs support, they don’t want to be redirected to fill out a form, send an email, or get lost in an FAQ. They want an immediate, direct, and obstacle-free response.
The operational rule is simple: FRT = 5 min + useful response ? less friction ? activation/FTD. Monitor FCR and ticket reopen rates as quality indicators.
This cycle creates a more satisfying customer experience, which directly impacts an operation’s financial performance. Less wait time means less friction and more activations.
Support should be the solution, not the frustration
Support should not be an obstacle for bettors, but rather an efficient extension of the platform. When a bettor encounters difficulties during registration, support must be fast and effective.
Let’s see
* Recurring case: document rejection followed by an automated response “within 24 hours.” The result is immediate abandonment of the flow. Best practice: immediate error confirmation and correction guidance directly on the same screen, ensuring a fast and frustration-free process.
Now, imagine the scenario with an agile SLA:
* Quick triage + clear messages: when the process includes objective instructions such as “clean the camera,” “center the document,” “correct the digit,” the user can resolve the issue within minutes and complete registration efficiently.
The truth is that problems will arise. But what defines the experience is the clarity of guidance and the time it takes to resolve them.
The importance of a good KYC
Identity verification adapted to the Brazilian context is essential to prevent common errors, such as document format issues, image quality, and data validation.
The more the flow anticipates these variables, the less need there is for support contact.
The user:
* Receives real-time instructions on lighting, framing, and front/back of the document.
* Can correct and resubmit documents without leaving the screen, ensuring a continuous and uninterrupted process.
* Has their data automatically checked, including document reading (even when the image is not perfect), ensuring that the verification process is efficient and accurate.
Why? This process minimizes the need for ticket reopenings, ensuring a smoother and faster experience for the bettor.
How to measure support effectiveness in activation:
* First response time during registration (goal: within minutes).
* Resolution time for simple corrections (e.g., within 30 minutes).
* Completion rate of registration after guidance, measuring the effectiveness of the instructions provided.
In the end, when the process is well-designed — fast response, clear instructions, and automatic checks — the result is fewer ticket reopenings, less abandonment, and more completed registrations.
Source: Legimituz
