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Even worse, if such issues are not handled quickly and seamlessly, customer loyalty can be lost. Stoiximan was quick to realise this. As one of the most established gaming operators in Greece, the company has been using customer service as a key brand differentiator from the very beginning.

Stoiximan offers live sports betting and non-sports online betting options around events such as elections, TV competitions and others. In addition, it provides customers with online casino games, including table games, slots games, live Blackjack and live Roulette. Currently, Stoiximan is the brand name in Greece and Cyprus and Betano is being used in all other markets.

Since its launch in , the company has managed to grow into 6 markets, including Germany, Austria, Portugal and Romania. When Stoiximan was established, the company had only 30 employees and the customer service team included only a few people.

Moreover, the customer support team was using different platforms for email, chat and phone calls, so they had to jump across multiple systems to track customer conversations. Another issue was scalability. We chose Zendesk because it offered great scalability and allowed us to centralise all customer interactions into a single platform.

Currently the customer support team is people strong and is rapidly growing. Greek, Romanian, German and Portuguese. A small delay in processing the payment for a bet or a technical issue with the mobile app can completely ruin the experience.

This is why providing quick and accurate response is very important for our customers. We are now using apps such as Viber and WhatsApp to provide immediate feedback and resolve any issues quickly and efficiently.

When Stoiximan was established, the company had only 30 employees and the customer service team included only a few people. Moreover, the customer support team was using different platforms for email, chat and phone calls, so they had to jump across multiple systems to track customer conversations.

Another issue was scalability. We chose Zendesk because it offered great scalability and allowed us to centralise all customer interactions into a single platform.

Currently the customer support team is people strong and is rapidly growing. Greek, Romanian, German and Portuguese. A small delay in processing the payment for a bet or a technical issue with the mobile app can completely ruin the experience.

This is why providing quick and accurate response is very important for our customers. We are now using apps such as Viber and WhatsApp to provide immediate feedback and resolve any issues quickly and efficiently. We believe that these are the channels of the future, particularly for the gaming industry.

In addition to offering multichannel customer support, Zendesk provides a lot of customised features, allowing Stoiximan to personalise the customer experience in line with its brand look and feel.

Moreover, the platform allows us to combine data from different business apps and create easy to understand visual dashboards, graphs and charts. They allow Lefteris and his team detect spikes in activity, so that they can adjust staffing accordingly. Another great benefit for Stoiximan is that Zendesk is very intuitive and user friendly, so training new staff on how to use the technology is very easy.

It also offers a lot of great features that help us improve efficiency. For instance, triggers and automations is a very powerful feature as it helps us to prioritise urgent issues, so that we can address them effectively.

This also allows us to classify the customer requests in different categories and allocate the tickets to the right agents to ensure each customer request is dealt with quickly.

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