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    Live Chat - What's acceptable and what isn't?

    cocopop3011

    By cocopop3011
    in Casinos General

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    cocopop3011 Premium Member

    cocopop3011

    Posted
    Posted

    Hello everyone

     

    I know we have discussed Live Chat in depth in many threads here but today I have a new question to ask!

     

    I find nothing more annoying than going to Live Chat and asking a question only to be told to read their terms and conditions! This has happend to me many times, while other casinos will just give you the answer.

     

    Everyone know's I'm a stickler for not reading the t&c's and this isn't about that, it's not that i'm being lazy and just not wanting to read them and even though the answer to my question will be in the t's I am asking customer support for them to tell me the answer! It's so extremely rude in IMO to be told to read the t's and them not give the answer. This leads me to two conclusions:

     

    1. The live chat agent doesn't actually know the answer OR

    2. They are just too lazy to tell you

     

    Both are outrageous which ever one it is. I have worked in customer service since I was 16 and got my first job in a car insurance firm, i've worked answering the phones, dealing with complaints accessing customer service and never once if I have been asked in my job to answer a question have I told the customer to check their policy documents!! It's just ludicrous! If I didn't know the answer I would always find the answer! That's what customer service is. Customer service means you provide a service to your customer and not tell them to find the answers to their questions themselves!

     

    If the live chat agent doesn't know the answer then thats just terrible IMO. If the casino don't train their staff to know the ins and outs of their OWN TERMS then what's the point in even employing staff. I can tell you one thing if I was a live chat agent, whether or not the casino trained me to know their terms I would make it my duty to know them anyway. I would want to be able to answer my customers to the highest standard not fob them off and tell them to read the t's!

     

    #NotAcceptable

     

    So that's my rant over over for the day anyway. I just wondered whether anyone agreed or even disagreed with me and whether this would bother you or not? Let me know below, or if there is anything else you find unacceptable post it below.

     

    P.S To any casino managers reading this post you really should know that this is very bad practise and SO UNPROFESSIONAL! When I am asking Live Chat questions one of the reasons may be because I am deciding wehether or not to deposit, and being told to find my own answers basically is definitely not pursuading me to make a deposit!

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    Awena Premium Member

    Awena

    Posted
    Posted

    I just love the topic Coco!

     

    Well,well, unfortunately certain casinos management should learn it first about customer service and then ... they should invest in their ' Customer Service ' personal and they would learn that it is all about their customers and if you don't know the answer .. kindly ask customer to wait and find out that freakin answer , because it's in your job description and it's really shame when you come across unprofessional CS.

     

    But, you can pay them back, never deposit there. 

     

    Kind customer service can make me deposit. Of course it's not the only reason to make me deposit but very important thing when it comes to live chat communication. 

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    cocopop3011 Premium Member

    cocopop3011

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    • Author
    Posted

    I just love the topic Coco!

     

    Well,well, unfortunately certain casinos management should learn it first about customer service and then ... they should invest in their ' Customer Service ' personal and they would learn that it is all about their customers and if you don't know the answer .. kindly ask customer to wait and find out that freakin answer , because it's in your job description and it's really shame when you come across unprofessional CS.

     

    But, you can pay them back, never deposit there. 

     

    Kind customer service can make me deposit. Of course it's not the only reason to make me deposit but very important thing when it comes to live chat communication. 

     

    Yep I couldn't agree more with you there! I don't excpect the agent to know absolutely everything, there will always be times when someone asks a question that you simply aren't sure of the answer, but when differentiating between good and bad customer service, good will always be the ones who find out the answer for you!

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    • 3 weeks later...
    MacdoniS Ultimate Gambler

    MacdoniS

    Posted
    Posted

    I agree! But if you will compare the Live chat versus their email customer representative the email support knows what your problem is!? The true question is why are they more knowledgeable than their live chat? That's so ironic!? Why not they swap their live chat representatives to their email representatives or remove their live chat representative and instead make their email support multitask at a time? 

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    cocopop3011 Premium Member

    cocopop3011

    Posted
    • Author
    Posted

    I agree! But if you will compare the Live chat versus their email customer representative the email support knows what your problem is!? The true question is why are they more knowledgeable than their live chat? That's so ironic!? Why not they swap their live chat representatives to their email representatives or remove their live chat representative and instead make their email support multitask at a time? 

     

    Who knows! And I bet every casino does it differently! But either way some casinos really need to train their staff better!

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    ValDes Premium Member

    ValDes

    Posted
    Posted

    Live chat agents never was bad to me. They always very friendly and nice, i like to speak with chat agents...

     

    Well, it means you are either very very new to online gambling and played just a couple casinos or had some incredible luck and always came to a decent live chat casino rep although the chances for that to happen are almost 1/10000000000. :p

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    winningfly Passionate Gambler

    winningfly

    Posted
    Posted

    Well, it means you are either very very new to online gambling and played just a couple casinos or had some incredible luck and always came to a decent live chat casino rep although the chances for that to happen are almost 1/10000000000. :p

    I am not new :) But probably i am lucky because i am always tried to be very polite and nice with them, or because i am girl :D

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    cocopop3011 Premium Member

    cocopop3011

    Posted
    • Author
    Posted

    Well, it means you are either very very new to online gambling and played just a couple casinos or had some incredible luck and always came to a decent live chat casino rep although the chances for that to happen are almost 1/10000000000. :p

     

     

    I am not new :) But probably i am lucky because i am always tried to be very polite and nice with them, or because i am girl :D

     

    I'm a girl too ...I think  :p Well last time I checked I was  :D

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    zerooo Ultimate Gambler

    zerooo

    Posted
    Posted

    i don't like support agent when i asked them some questions and they write back some kind of support email. why then they offer live chat if i need to send email? this kind of support you can find in betonsoft software casinos, i have some cases while i was playing there.

     

    on the other side where agents are professional and friendly, sure i made more deposits. because i had different feeling while i playing

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    cocopop3011 Premium Member

    cocopop3011

    Posted
    • Author
    Posted

    i don't like support agent when i asked them some questions and they write back some kind of support email. why then they offer live chat if i need to send email? this kind of support you can find in betonsoft software casinos, i have some cases while i was playing there.

     

    on the other side where agents are professional and friendly, sure i made more deposits. because i had different feeling while i playing

     

    This is exactly my point Zeus, it's just bad practise isn't it. There is a lot of great live chat out there don't get me wrong. My point of this post wasn't to say that all live chat was bad, in fact from it. I just wanted to say that for me good live chat is one that is able to answer the questions I asked without having to be told to find the answers myself! And if they don't know the answer, then I am sure each and every live chat agent has the resources available to get the answer. It's then down to how good each individual agent is at their job!

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