Eddybets Personalised Support Success

Eddybet Case Study:

eddybet.com is a betting and online casino with more than 20 years of experience in the international online gaming field. It offers over 5000 online games and sports every day, handling thousands of players in their live casino.

In 2023, Eddybet recognized that player support was becoming critical to their operations. With such high competition, the promptness and accessibility of support could impact almost every key conversion metric, including registration, first deposit, spend, and loyalty.

By just offering traditional support channels – email and telephone – Eddybet knew that their customer service approach was not keeping pace with the 24/7 nature of online gambling – damaging every key conversion metric. To meet these player expectations, Eddybet chose to invest in live chat.

The Solution:
Determined to redefine their player support, Eddybet implemented Dragonflys Live Chat on their site in 2023. The solution was aimed at delivering immediate, convenient, and personalized assistance to foster greater engagement, spend, and loyalty across their platform.

Live chat has become by far the most popular support channel among its players. According to Eddybet, the platform is also very popular with agents and managers with an “incredibly easy user interface and simple management”.

The integration of Live Chat at Eddybet has marked a significant shift in their approach to player support and engagement.

Instant resolution to increase spend: Live Chat enables Eddybet to deliver real-time communication, allowing players to receive instant support without interrupting their gaming experience. This immediacy helps prevent frustrations or issues that could drive the player to not spend, or to bounce to another platform altogether.

Round-the-clock availability for VIP support: Acknowledging the global nature of their player base, Eddybet can now deliver 24/7 support through live chat. This boosts engagement, helping increase spending and provide a higher quality of support to their VIP players.

Personalized communication to boost engagement: By integrating live chat with their CRM, agents are equipped to offer personalized assistance to every player. Agents have access to a wealth of information within the chat console, so players receive more helpful and relevant support that keeps them online.

Chat concurrency to improve operational efficiency: Live chat allows Eddybet’s support team to handle multiple inquiries simultaneously, increasing efficiency while reducing the need for a larger support staff. This is further boosted by canned messages.

Dragonfly Live Chat is very straightforward and easy to install. “It couldn’t have been easier to set up Live Chat. We configured the set up how we wanted it to work for us, chose our customization options, and plugged it in. We were up and running in days.”

As for reliability of the platform? Over their 2 years of partnership the platform is remarkably stable. Since 2018 and in all this time, there has never been any noticeable issues or interruptions to service. A claim that of any other live chat provider out there is hard pressed to use!

Through the strategic use of live chat, Eddybet has set a new standard in customer service within the online gaming industry, demonstrating a firm commitment to meeting the evolving needs of their players.