Do you test live support?

[Puma]

One of the big things I promote on my site is the level of customer service a particular casino has. I believe that good customer service will keep a player I send over happy and thus will continue to play there. I am curious if other affiliates also test live chat support and does it reflect on if you promote them or not.

For me I inquired if a bonus was cashable at 2 different casinos today. I would like to ask what casino you would rather play at.

Chat InformationPlease wait for a site operator to respond.
Chat InformationYou are now chatting with 'Bettina'
Bettina: Welcome to Live Chat, My name is Bettina. How may I assist you?
Bettina: Yes, I can see your typed question
chris: Hello, I do not yet have an account, I was wondering if the bonuses can be cashed out or are removed from the balance
Bettina: If you are register an account and you are claiming a bonus you have to redeem it
Bettina: before you can cash out
chris: I am asking if I meet the wagering requirements and cashout, is the original bonus amount removed from my balance or am I able to cash out the bonus as well
Bettina: If you have redeemed the bonus you can cash out the winnings too
chris: so I can cashout my winnings and the bonus?
Bettina: yes
Bettina: http://www.xxxxxxxxx/bonus-policy
Bettina: Here you can find all information about the bonuses
chris: ok great, I just had one more question. For xxxxxx casino
chris: it says its a European friendly casino
chris: however it says UK players must wager 60x the deposit and bonus
chris: is there a reason why its double for UK players?
Bettina: Yes there is a reason.
Bettina: You are from Canada, are you?
chris: yes I am
chris: Im from Canada
Bettina: the bonus terms are there as a guideline, you will need to wager 30x
chris: so people from Canada have to wager less then people from the Uk
chris: even though the UK is part of Europe
chris: ok, im just writing an article on you guys and needed to clarify how everything workd
Bettina: They Terms & Conditions are the basic which has to be written
chris: ok thank you very much

Other casino:

Nikki:
hello Chris
Nikki: no a bonus is not redeemable
Nikki: it is removed from your account when you withdraw
chris:great
chris:thank you for the info

Both casinos were friendly but there seemed to be an issue with English at one of them. They didn't really understand the question while the other was quick to answer the question proposed.

[FictionNet]

Yep, I test the live support (sometimes posting screenshots in the review) and e-mail support. As pumacat has already identified, it can be really interesting to see how different casinos perform. To quote just two examples, I found CasinoLuck's support to be nothing short of brilliant, with fast, friendly and helpful replies. Box 24, on the other hand, didn't even bother to reply - and I had to report as such in their review.

[Puma]

I couldnt agree more. I have also had cases where live support was amazing while other was just horrible. I find Omni support to be excellent in each case I have tested them and their service is reflected well on my site. I do think language is an issue for many online support agents. An example for me here in Canada is Bell Canada. Years ago the service was excellent while they had English speaking customer support while now the service is just okay because they have outsourced to over seas.

[gaffg]

testing support shows if they have good support, can afford support and share information if they might be able to convert and retain your players

Also makes for good content

[TheGooner]

I'd have to say ... NO we don't TEST support - we sample it.

To explain in more detail, a real "test" is a pre-planned matrix of situations, each situation is run through and results are recorded and the test is probably repeated multiple times. That's testing. We don't do that. I don't think anyone does.

Instead, we contact support, and get them to handle a few issues that we have, and report on that. That "sample" experience is then what we use to grade online / email support.