Betsson Delivers High-Speed Customer Service with nGen Chat

Tuesday March 10, 2009

nGenera Customer Interaction Management (CIM), a division of nGenera Corporation and a global leader in next-generation customer experience software solutions, today announced Betsson Malta Ltd, one of the world's largest and most successful gaming websites, has doubled its capacity to handle customer queries without increasing staff using nGen Chat. The advanced online chat tool is enabling Betsson to provide 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 website, 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.

The easy-to-use nGen Chat interface makes it easy for agents to hold live assistance sessions. Agent productivity features such as configurable keyboard shortcuts, Frequently Used Sayings, and a library of quick responses have contributed to an overall reduction in handling time. However, while the tool creates additional efficiency within the customer services team by enabling a single agent to hold up to eight chats at once, Betsson has made a strategic decision to keep the number of simultaneous sessions to a minimum to ensure every customer receives a highly personalized interaction.

"nGen Chat has transformed our support services operation, with more than 40 percent of customer queries now handled through live chat sessions," said Megan Easey, Head of Customer Support at Betsson. "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 incredibly positive, as the tool is easy to use and empowers them to deliver the high levels of service our gamers expect."

As well as assisting front-line agents, the nGen Chat reporting system is also providing Betsson's management team with valuable insights into its online customer service. As a result, they can better plan agent resourcing, understand the nature of customer queries, and monitor the performance of the team in resolving queries.

"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."

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: Betsson Sportsbook, Betsson Betting Exchange, Betsson Casino, Betsson Poker, Betsson Games, Scratch Cards, Betsson 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. Betsson Poker is operated by Betsson Malta Limited and powered by Ongame Network Ltd, which has a network license issued by the Gibraltar Government.