Utilizing Customer Support

Published: January 12, 2012

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All online casinos have a provision of assisting those members who ask for help. This is known as customer support. The importance of customer support can be gauged from the fact that it is one of the major factors used to rate and rank online casinos. The quality of customer support is an input of the online casino. But players also have a role to play in utilizing the customer support properly. This article will help players in doing that.

Just because customer support is available it should not be the first point of assistance. The customer support is meant to cater to the entire online casino membership and to use it unnecessarily is not fair to others. Online casinos put up a large amount of information at their web sites and players are expected to check that out first. There are specific sections at the web site like Games, Promotions and Banking that have relevant information. Most online casinos have a Frequently Asked Questions section that addresses common issues. The terms and conditions are also rich in information. Only if the required information is not available in these places should the player contact customer support.

Online casinos offer a number of ways of contacting customer support and the next issue is deciding which of these to utilize. Most online casinos offer live chat or live help and this is by far the best option for several reasons. Live chat is like any Internet messenger service where the player and the customer support member can interact through text messages in real time. Live chat gets instantaneous response and it is free. Also since the player is already logged in to the casino client, time consuming verification is not required.

If live chat is not available then the options are e-mail and telephone. E-mail responses can take time. The best online casinos respond in less than an hour, other may take a few hours and at the lower end the response may come in a day or two. But it is free. Contacting customer support over telephone gets immediate response, but has some disadvantages. Player verification is mandatory. Unless a toll free number is available telephone time can be costly. Also there will be no record of the telephone interaction with the player.

Players mostly contact customer support when they have a problem. It could that a bonus has not been credited or a game win has not been credited. In such cases the player should provide all the required information upfront for the quickest response. In the case of the bonus, the deposit date, time, amount and method would be required. The customer support member will need such information to track the problem. If the player does not give it upfront he will have to do so later and more time will be lost.

It is extremely important that the player maintains his cool while interacting with customer support and does not get aggressive or abusive. Customer support members are thoroughly trained and will not get provoked in responding. But beyond doubt the service will be better if requested for politely. The customer support works according to the online casino policies and procedures and if players feel aggrieved there are mechanisms for redressing them. Creating a scene with customer support will only make things worse.

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