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Hi BJF,
Great questions, happy to help out with an answer.
1. How long does it take for your casino to respond to an email to customer support? Does it take longer on weekends?
2. How long do you think it should take for a customer to get an answer from customer support? Or how long do you think is acceptable?
3. When your promotions department sends out email to players, if the player hits “reply” will it go to someone at your casino? And do you think it should?
I can tell you for our group, the casino support centres are available 24×7 via live chat and email. Your players should receive an email response to their enquiry within 15 minutes (this is how long it takes to pull the emails off the server). The email system places email into a queue so each email is answered in turn, the only time it would take longer is if there is a build up of email or some problem with the server (which is rare).
It definitely does not take longer over weekends as the casino support staff are available all the time.
I personally feel that if someone sends an email, the least you can do is reply in a timely manner. The casino support centres also value this view and all emails are answered as quickly as humanly possible.
And yes, when the casinos send out a promotional email, if someone were to click reply it would go to a person, not just into the abyss.
Hope this helps!
Cheers
Trish
Affiliate Manager
Casino Profit Share.1. Live chat is available for instant communications. Emails should take only a few hours to reply to if not sooner. Weekends should not take longer.
2. No longer than 24 hours via email, but a few hours would be more acceptable.
3. Yes, it goes to some one at the casino, and yes I think it should.
Regards,
Hi BJF,
1. We aim to reply to all emails within 15 minutes; Live Chat is of course instant. Our Player Support Centre is open 24/7, so it should not take any longer at weekends, unless the staff are inundated with queries at any one time.
2. Personally, I think players should not have to wait longer than an hour for a reply. If a query requires further investigation, the player should be notified that they may have to wait a bit longer for full resolution, not left hanging.
3. Replies to all our promotional emails are sent directly to the Player Support Centre, so they are dealt with in exactly the same timescale as all other emails.
Thanks for starting a very interesting thread!
Kate
