Betsson Using nGen Knowledgebase to Power Web Self-service System
According to a press release, this means the company’s customer service team can easily access accurate information and respond to incoming enquiries more effectively.
Betsson expects the online customer service system to drive down inbound enquiries by 20 to 30 percent — and increase agent productivity by 30 percent.
The Betsson website is accessed across 20 countries. It uses the new web self-service system, powered by nGen Knowledgebase. Gamers can search online for information and answers to their queries in 17 languages.
The self-learning knowledge management system also captures and presents up-to-date information to Betsson’s 50 customer service agents, through a simple agent interface.
nGen Knowledgebase has been implemented following the introduction of nGen Chat last year, allowing Betsson to provide live assistance to gamers.
In the release, Megan Easey, head of customer support, Betsson, said “Live chat transformed the way we provide support, but we were concerned customers were still leaving our website if they had a problem. Our new web self-service portal provides an additional customer service channel, allowing our gamers to quickly and easily help themselves without having to pick up the phone, which in turn reduces the pressure on our agents.”
