Most iGaming companies are familiar with the competitive nature of competition and the fickle nature of players. While a good marketing and retention strategy incorporating the paradigms of ESG – Environmental, Social, and Governance – would better solidify the customer staying power, it is in communications that most fail to meet the success margins.
All things considered, most of the demographic in this industry are from Gen Z who are digital natives and often prefer means of communication that are familiar to them. When it comes to customer retention, text messages and AI assistants are the current reality. They are more personal than email, phone calls, and social media.
AI contact management for customer retention strategy
Before effective customer support is provided, relevant systems need to be in place. The correct framework makes for a smoother transition. Most entrepreneurial companies likely define AI communication as the incorporation of chatbots.
However, the broader expanse of AI is the utilisation of AI contact management software, which can be used to create a custom AI assistant that is trained with a company’s specific policies and procedures. The system will then identify when the customers are happy or unhappy, and respond accordingly.
AI contact management is a customer retention strategy that uses AI to automate the process of contacting customers. They help enterprises improve customer experience and increase customer loyalty.
The main advantage of this strategy is its ability to create personalised messages, such as informing those whose gambling staple includes slots about the new slots planned for release, which then makes the site seem more human and less robotic. Humans appreciate feeling special in an otherwise overpopulated environment and any analytical information obtained gives any iGaming business a competitive edge.
A contact management system is the backbone of any successful customer retention strategy. It’s the system that allows for contacts to be stored and manages current and plans for future interactions with the business.
Text/SMS messages
Text messages are more personal and people are more likely to respond to them. They also don’t take up much time for the customer.
With the most prominent texting service Whatsapp outranking Wechat and Telegram while also offering business contact, it makes sense that digital casinos should follow suit and meet customers on their preferred communications ground.
Engaging with the customers on familiar platforms adds an element of humanity in an otherwise faceless verse. This is when incorporating AI assistance in the form of live chatbots can assist as online sites are known for their 24/7 activity which equates to 24/7 problems.
AI chat bots
Casinos are the perfect setting for AI assistants, especially chatbots to thrive. They can help players with any problems they might have, answer questions about the casino, and even recommend games that the player might enjoy.
The best part is that these AI assistants can do all of this in a much faster and more efficient manner than a human could.
Chatbots are programmed to answer questions, offer help, provide information, and even sell products. With improvements in this customer-based technology, most customers are often happy to have speedy assistance without human intervention.
Bottom line
Not many online casinos make it past the 5-year mark, and that’s down to the availability of choice. However, in a world of gambles, the customer that is treated as king is likely to return and retention makes profits.