Monthly Archives

January 2018

Customer Service vs Customer Experience – Online Casinos & Sportsbook 

By | OKRoute News

Most companies get the two mixed up, let’s simplify them, Customer service is about being reactive and customer experience is being pro-active. While both of them are undoubtedly related they are far from the same thing.

Customer service is judged based on your reaction to a customer, wether they’re being positive, negative, lukewarm, etc. your service standard is solely based on how you respond to the customer.

If you react positively and efficiently towards your customers it obviously improves the customer experience, which is why the two very often get confused.

Customer experience on it’s own is all about the finer details and how you treat your clients along their journey with your brand without the prompt from the client.

Are you making them feel like you care about them? Are you giving them the best offers and experience in comparison to your competitors?

Most importantly are you maintaining that experience and not just giving the best to your new customers and making them feel like you forgot them afterwards?

In such a saturated market such as the gaming industry keeping your users happy is crucial. There are so many options for your clients to choose from that it makes it a lot easier for your competitors to lure your customers away with the promise of a better experience.

Question is, what are you doing to keep your customers loyal to you? 

For example, I go to one specific coffee shop that I am loyal to, On my way there I walk past at least five coffee houses that have coffee that quality wise, is just as good, cheaper & easier to get to. So why do I keep going back to my coffee shop?

Because they remember who I am.

The cafe is presented better and I’m regularly updated via their social media of new coffee blends and happenings in the cafe, making me feel more invested in the brand and in turn, keep me going back time and time again.

The power of social media connects you with thousands of potential new customers, but it also gives you the opportunity to interact with your existing ones.

Once you’ve lost a customer to a competitor it’s not as easy to get them back. Your best user acquisition tool comes from the customers you already have. If you look after your existing customers, the rest will follow.

You can’t give an amazing customer experience through customer service alone. Don’t let the only interaction you have with your customers be when they come to complain, you’ve already started that conversation at a disadvantage.

Five tips to enhance your customer experience:

Segment your marketing:

Start by segmenting your users into those who you think are your VIP clients and those who are not. Collect all the information about your clients and start sending them personalised offers and through the right communication channel.

Be proactive:

Players want to feel in someway valued and feel like their being paid attention to, being attentive to what they enjoy playing, what time they play and what communication tool they prefer builds a strong relationship.

Customer feedback: 

Players want to be heard. Encourage the use of conducting surveys and listen to what your clients are saying. Allow the possibility of sending feedback through your customer service team.

Personalise your customer service interactions:

Ensure that your team has access to your client data, such as Name and other personalised data that will allow your team to give a better customer experience.

Show appreciation:

Showing appreciation to your clients giving them the opportunity to contact you at anytime for anything and give you advice and that you appreciate their business and support.

by Kurt Bonello, CEO & Founder.

What does User Retention mean to Online Casinos and Sports books?

By | OKRoute News

What does User Retention mean to Online Casinos and Sports books?

User retention can be defined by comparing statistics of your long-term and short-term users.
Your long-term users are the most important, as they tend to spend more money over their life-cycle, but yet we still find companies who solely focus on User Acquisition via affiliate programs, which cut out a big portion of your revenue.
If you’re working in sales, you know that finding new ways of acquiring new users is always on the top of your mind. However many sales people are so focused on gaining new users that they effectively forget the importance of looking after and retaining the users they already have.

Here are 5 tips to increase customer retention:


1. Keeping your VIP Customers.

Study shows that 51% of customers switched companies due to poor customer service in the U.S. If you pay close attention you can always see signals of impending departure.
All you have to do is take a look at the purchase patterns, website usage & customer calls/chats. Create a list of all your VIP customers and their sales life cyles of the past 6-months. Here you will find those users who haven’t been active and are most likely giving their money to your competitors.
Communication is the key – Get in touch with your users, find out the reason and prevent them from leaving your business!
Want to know how OKROUTE can help your business? Click on the following link:

2. Target your users with offers.

The more you know about your customers the more you can personalise your approach to each user. Your CRM software can help you understand the products your users enjoy the most and also the time they enjoy playing.
Sending a simple text message with an offer to attract them to use your website is one of the most effective methods of building customer loyalty to your brand.
Want to know more on how SMS marketing can help your business? Click the following link:

3. Rewarding your most profitable clients.

Your CRM data can help you identify your most profitable clients. Set-up a budget for freebies and incentives and reward your most valuable clients to further increase their loyalty and develop a strategy for cross-selling.

4. Personalising your communication. 

Personalising your communication cannot be understated. Using user preference and other information found in the CRM deliver a high impact in ROI.

5. Automate your communication tools.

In such a fast environment finding time for follow up calls or email can be quite a challenge. Autoemate your CRM to effectively communicate with your clients.
Want to know more about artificial intelligence in CRM? click on the following link:
by Kurt Bonello, CEO & Founder.