Why does live casino support suck so much?

[Puma]

Why does live casino support suck so much? It does not mean the casino themselves are bad but the support is costing affiliates money and I think the issue may be language. Try to hire some people that speak the language well.

My Chat with Box24 casino about the 20% blackjack bonus on Fridays. This was a 10 Minute live chat conversation. Notice she says sorry for the delay after I say I'm moving on to the next casino to deposit my money. Experiencing high volume? But I already have you serving me !!! Did you leave me to serve someone else?

If I was a player trying to deposit I would have left after being on hold the first 2 minutes after asking my question. IF YOU CANT TAKE THE CALL THEN DON'T ANSWER THE LIVE CHAT BUTTON !

Please wait for a site operator to respond. You are now chatting with 'Amy'
Amy: Welcome to Box24 Casino Live Chat. How may I help you?
you: Hi there, Im trying to understand the Blackjack bonus on fridays of 20%
you: It states the bonus is over 5 deposits
you: what exactly does that mean
Amy: One moment please.
chris: okay
Amy: May I have your Login name and email address please?
chris: no just answer the question
chris: 10 minutes to answer a simple 1 line sentence
chris: you know what, Ill just move to the next casino
Amy: sorry for the delay we are experiencing high demand at the moment

[universal4]

Amy: May I have your Login name and email address please?
chris: no just answer the question

This is the part that bugs me the most.

I understand part of their training is to try and get this info, and to encourage deposits etc....

....but, the part of the training where they FAIL is they need to answer the questions that visitors ASK, not provide answers to questions and steer the conversations in directions other than what the visitor wants to know.

It's fine to try and upsell a deposit to a current player, or try and get a registration from a visitor AFTER you answer the question.....but to try and divert away from the question FIRST I personally feel is wrong and does more to annoy the visitor then make feel like they have been "helped".

Rick
Universal4

[Amateur]

Yep, going thru chat is a pain most times.

I have mostly 2 issues with them.

They almost always require that you enter your name and/or email or account number before the chat starts - then the first thing they ask is for your name and email!! What's with that? Do they think you've forgotten who you are? Maybe it's a tech issue, maybe the rep doesn't get that info on their side, but it's crazy if they don't.

Second issue is exactly what you guys are talking about. It really makes the casino/staff look incompetent, and runs off customers. There are way too many casinos with the same software, and similar offers, to risk sending away even 1 player.

[slotplayer]

I always just assumed it was security a thing, you know uncle sam is watching but maybe you guys are on to something.

I have indicated that I don't have an account and that I'm an affiliate updating my site. After that they usually give me the info I'm seeking.

[ShelbyIA]

There are way too many casinos with the same software, and similar offers, to risk sending away even 1 player.

I totally agree. Especially if the casino isn't well known. They need to be doing everything they can to make sure players don't experience this, because they will just walk away and play somewhere else, no questions asked.

[jarvi]

Ever tried live chat with NETeller? Exactly the same thing in that they can't give a straight answer the question. It gets to the point that after dealing with all the stuff they throw at you they finish with something like, "is there anything else I can help you with?" and my reply is, "yes, please answer my actual question I asked right at the beginning."

It is very annoying for potential new players at casinos and it doesn't take much to move to the next casino where the support might be a bit better. Perhaps they are all closet politicians. Or are they under so much pressure that they are afraid to commit to anything and just try to avoid the issues when they don't know the answers?

When people are put in customer facing roles they need to be well versed in all the basics and details about a bonus are pretty basic. With all the recording of conversations I would have thought some-one would be analysing them to see the common questions and then making sure the support people know the answers. It's not that difficult.