Betsson set to reduce inbound enquires to its call centre by 30%, using nGen Knowledgebase
Betsson, one of the world’s largest gaming websites, is using nGen Knowledgebase to power a web self-service system, so visitors to www.betsson.com can search online for answers to their queries.
In addition, its customer service team can quickly and easily access up-to-date, accurate information which they can use to respond to incoming enquiries effectively.
Betsson expects the online customer service system to drive down inbound enquiries by 20- 30% and increase agent productivity by as much as 30%.
The Betsson website is used by millions of people worldwide, across 20 countries. Using the new web self-service system, powered by nGen Knowledgebase, gamers can now search online for documents, information and answers to their queries in 17 languages, without having to pick up the phone or email the company.
The flexible, 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, so they can rapidly, accurately and consistently respond to email, telephone or live chat enquiries.
nGen Knowledgebase has been implemented following the successful introduction of nGen Chat in 2008, which has enabled Betsson to provide live, 24 hour assistance to gamers, reduce average resolution times by 30 per cent and cut incoming telephone queries by as much as 40 per cent.
According to Megan Easey, Head of Customer Support, Betsson, nGen Knowledgebase was the obvious extension to its online customer service strategy: “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.”
Using nGen Knowledgebase, Betsson will be able to continually improve its information repository, as documents and information can be shared using centralised knowledge-sharing services and updated and uploaded quickly and simply.
Easey explains: “Our agents will play a pivotal role in updating and growing the usefulness of the knowledgebase to ensure the information provided at every stage is consistent, up-to-date and accurate. We are actively encouraging our customer service team to get involved and they are already writing their own articles and translating documents from English to 17 different local languages.”
“In a competitive online market, it is vital that companies like Betsson keep their customers on the website and solve any issues at the time they occur,” comments Matthew Haines, European Managing Director of nGenera CIM. “By implementing online customer service tools like nGen Knowledgebase, companies can experience the dual benefits of arming agents with the information they need to handle enquiries effectively, while empowering customers to find information for themselves to reduce demand on the call centre.”
About Betsson
Betsson offers a wide range of first-class online gambling products and games in a safe and user-friendly gaming environment. Betsson’s product portfolio currently includes: Sportsbook, Betting Exchange, Casino, Poker, Games, Scratch Cards, Bingo and Trader. Sportsbook, Betting Exchange, Casino, Scratch Cards, Games, Turkish Poker and Bingo are operated by Betsson Malta Limited, a company in the Betsson Group, under a licence granted by the Malta’s Lotteries and Gaming Authority under the Remote Gaming Regulations (LN 176/2004). Betsson Poker is operated by Betsson Malta Limited and powered by Ongame Network Ltd, which has a network license issued by the Gibraltar Government.
About nGenera Customer Interaction Management
nGenera Customer Interaction Management is the global leader in next generation customer experience solutions. Customers report increased customer satisfaction and measureable cost savings within six months of deployment. With 250% customer growth over three years, more companies trust their customer experiences to nGenera Customer Interaction Management. Customers include AOL, Bosch, Canon, Dell, eBay, Epson, Microsoft, Nationwide, P&O Ferries, Paddy Power, Sky Bet and Siemens.
