Sports Betting customer service agents at online betting sites in South Africa, the nemesis of many a punter. We’ve all dealt with them at some point for our documents, withdrawals or account problems. So we thought it would be a good idea to put an article together that details why it is so important to have good or even just decent customer service if you’re a bookmaker in SA.
First impressions count.
It’s likely that your first contact with a bookmakers customer service staff is going to be once you have just opened your account, because you are going to need to have it FICA’d before you can make millions. There are numerous ways to do this but the most common is email, fax, upload or Whatsapp.
This is where some bookmakers excel and others fall flat, right at the first hurdle. If I send you my Edgars account as proof of address then I expect you to either accept and approve or reject as well as give a reason why. Many staff shoot off the same old line, “please send another proof of address because we cannot accept what you have sent”. Why? What’s wrong with my Edgars account? You need to tell the customer what is wrong with the document.
For example, “We see that your account is older than 3 months, please send a more recent one”, this tells me why it was rejected and what I can do to get my account in order. Some bookies do this while other large and popular ones do not, boggles the mind!
Make me feel like a king.
When I come to your Sports Betting site I’m coming with the intention to spend money. The money that I’m spending (well losing) is going into your companies pockets and keeping them running. Think about that for a second before you use “U” instead of “You” or “K” instead of “Okay”. I’m welcome to use those words because I’m a customer, you are not. You are a trained professional who represents your company, what would your CEO think if you emailed him with “Awe boss, r u cool to give me a raise, tnx” He’d probably fire you. While me as a customer would start wondering if my details and money are safe with you. So treat me with some respect and use proper English.
Give me solutions, not more problems.
Punters generally get hold of customer service because there is a problem somewhere. I don’t go on there to tell you how wonderful things are, I come to you with my problems. The first thing you need to do is to acknowledge my problem, no matter how small or stupid it is. Make me feel like I’m speaking to a person who gets things done, this puts me at ease. The second thing you need to do is to try sort my issue instead of passing it along to Susan in “accounts”. While I realize you are not in charge of trading the Liverpool v United match I believe that you know someone who is. If you don’t then be honest and say so, there is nothing worse than being given the run around so being told that’ll you’ll sort it out when you are not able to.
Call me back.
How many times have you as a punter been promised by a call centre agent that they’ll call you back? I’m willing to bet that it’s happened more than once, I’m also willing to bet that you had to follow up yourself as they never got back to you…This is one of the most frustrating things that can be said to a customer. If you promise to call them back then you really, really, really need to call them back or at least make some effort to get in touch and let us know what the outcome is.
Why is it so important? Well remember in high school when that super hot girl that said she’d call you on Friday night at 8pm? Well you are the super hot girl and we are the budding young virgin waiting for your call, we’ll wait all night next to that telephone waiting for it to ring. When it doesn’t ring it really drives us nuts. So please, for the love of all things remember to call back.
We hoped you enjoyed our little write up on why we feel Sports Betting customer service is so important. Yes, we missed 100 other things but we did not want to write a novel. If there is something about customer service that really irks you or that you’d like to share then leave us a comment below
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Hey guys,
Having been on both sides of the coin I can completely agree with very thing written here. It’s not easy being in customer service as clients can be brutal but they do need to be treated with respect. I have not seen many people use mxit speak though,does that actually happen? Thanks for the laugh and have a great 2017!