The Bellevue, Washington-based customer service technology provider nGenera has announced the completion of an agreement with online gambling group Betsson Malta Limited that doubles the gambling company's capacity to handle customer queries without increasing staff.
The advanced online chat tool provides live, 24-hour assistance to online gamers across Europe while delivering a 30 percent reduction in average resolution times and reducing telephone queries by as much as 40 percent.
Betsson has implemented nGen Chat across its customer service team, which provides support in 14 languages for customers from over 20 countries. Through the ‘Chat With Us’ link on its Web site, Betsson gamers can request an instant chat session with a support agent rather than calling the team and waiting on hold in a queue. The intuitive tool automatically directs the request to an agent with the appropriate knowledge and language skills, ensuring that customers receive rapid and effective support.
Megan Easey, Head of Customer Support at Betsson says: “nGen Chat has transformed our support services operation, with more than 40 percent of customer queries now handled through live chat sessions. Chat is a highly cost-effective way for us to interact with customers, who receive rapid support without running up their phone bill. We have been very impressed with the capabilities of nGen Chat and the level of customization and flexibility in the system. Feedback from our agents has been positive.”
“The results being reported by Betsson are truly impressive and our retail, financial services, and high technology customers are reporting similar results. This is due to a growing preference for chat as a communication channel,” said Wade Pfeiffer, General Manager of nGenera CIM. “With nGen Chat our customers can deliver an exceptional customer service experience while delivering rapid ROI.”