Stoiximan Sportsbook

Punters at Stoiximan can bet on games before they start or during the play. In many cases, the games listed in the pre-match are available for live betting. Besides, most of the markets in the pre-match are also in the in-play section. However, some may become unavailable as the game continues.

Stoiximan Review and Rating – Is Stoiximan Reliable?

Experts from Oddspedia checked the features of Stoiximan to determine if it is any good. Here is a quick view of some of the major features of the website. Gambling Malta Limited owns the site, which operates under the Malta Gambling Authority. The company is a little-known gambling entity. However, given that one of the world’s leading gambling watchdogs regulates it, it is safe to bet on the platform. Unfortunately, the platform is only available to Greek players and Cyprus players and IP addresses. Players from other countries get a message that the site can only be accessed in Greece.

The online betting site has a blue, black and yellow theme. It has a laid-back website where all the links to the subpage are located on the homepage. Players can access over 22 sports categories. The popular among them include:

• Football
• Tennis
• Basketball
• Horseracing

Others include ice hockey, volleyball, table tennis and eSports. Stoiximan has a page dedicated to educating players on different types of bets accepted on the website and how to place them. This makes it easy for new punters to get started with sports betting.

This bookmaker has a pretty broad coverage of games across the world. Players can bet on major, minor and friendly competitions across the world. These games are divided as per the sport then competition or league and countries. Therefore, there is a good choice of games for which to bet.

Under each game are several markets for punters to puck when placing a bet. The number of markets depends on the game at hand. However, you expect to find an exhaustive list of markets on each match. The Oddspedia team also found that the bookmaker had above-average odds for various games on the platform, giving gamblers a chance to make good money from their wagers.

Punters can also check the website for regular promotions and other offers. While the number of promotions may vary, you can get a few of them on the site from time to time. Overall, it is a pretty robust site with a good choice of games but restricts the customer base and has few promotions.

Stoiximan Account Verification: How To Open a Stoiximan Account?

Opening an account at Stoiximan should take you less than five minutes. Just ensure that you follow the steps below while operating from Greece or Cyprus IP. Here are the basic steps for registering your account.

1. Visit Stoiximan using your mobile phone or computer
2. Locate the signup button and click it to start the registration
3. When taken to the registration page, fill in the details required in the spaces provided
4. Ensure you create an easy-to-remember username and a strong password
5. Check your email address for the confirmation link and click it
6. Login and start using your Stoiximan account

You should also verify your account before making the first withdrawal. The bookmaker requires ascertaining if your details are correct as per the rules. You can verify your biodata using a government-issued identification document such as the driver’s licence and ID. You may scan your power and water bills or send a copy of your bank statement for the location. Always ensure that the scans can be read with ease and all the corners are visible. The bookmakers may take up to three days to check your documents and give feedback.

Stoiximan Betting Markets and Odds: How Good Is Stoiximan Betting Selection?

There are different markets on each game that points towards an event happening in the course of the game. Popular markets include:

• Winner or 1×2
• Double Chance
• Handicap
• Over and Under

At Stoiximan, punters can also access totals markers, best scorers, correct score, and even make their custom bets. With so many markets in popular games, there is almost certain that one covers any prediction.

The Stoiximan odds that you get on these markets depend on the variables of the game. If a team is expected to win by a big margin, all the markets that show a huge margin will have low odds. On the other hand, the markets for underdogs will have high odds. The bookmaker has pretty good odds for most of the games on the platform. However, they keep moving up and down during the pre-match section and as the match is played. However, the movement is pronounced in the Stoiximan live betting section. We recommend making a selection as soon as you are ready to bet, as you may never be sure about the direction of the odds. Sometimes the bookmaker offers boosted odds for selected events.

Stoiximan Features: Are Live Betting, Live Streaming and Cash Out Available?

Punters at Stoiximan can bet on games before they start or during the play. In many cases, the games listed in the pre-match are available for live betting. Besides, most of the markets in the pre-match are also in the in-play section. However, some may become unavailable as the game continues.

The bookmaker live streams some of the events available on the sports. This feature is only available to registered players who either have placed a minimum bet in the past week or have a positive balance. All the games available for live betting have a TV icon beside the title of the game.

Sometimes, a cashout option is available on various events on the sportsbook. This allows punters to cash in on the game before it ends. This option may reduce the losses where the game is likely to lose. It is also a great way to earn money without having to wait for the entire length of the event.

Stoiximan Coverage : Which Are Stoiximan Licensed and Restricted Countries?

Stoiximan has an operating license from Malta Gaming Authority. It has its main offices in the country and another one in Greece. Malta has a reputation for strict enforcement of rules and codes of conduct. Therefore, any gambling platform that is under the watchdog is reliable and legitimate. Unfortunately, the bookmaker is only available in Greece and Cyprus. It uses the Greek language on the site and has put measures to prevent players from other countries from accessing the site using a VPN. Therefore, do not consider using the site if you are not already located in Greece or Cyprus.

Stoiximan Customer Service: How Good Is Stoiximan Customer Support?

Robust customer support is vital to enhance the customer experience. Even though we described the website as easy-to-use and user-friendly, you may have problems completing some of the tasks. This is where you need the assistance of the customer service. Stoiximan punters can use to access the customer service various options as explained below.

Live chat is the most popular method with players as it is easy to use, and punters do not leave the site. Punters can also contact the customer service via Whatsapp messaging service at +30 694 88 74 085. However, this method is only available for messaging.

There is also a phone service at 2111983005, which includes a callback feature if you cannot wait. This service is only available between 10.00 am and 10.00 pm UTC+2 time. You may also email customer service at en.support@stoiximan.gr.

Moving forward, Stoiximan is planning to introduce self-service capabilities to provide structured guidance that addresses the most common customer enquiries via an online FAQ content hub. The company is also planning to use Zendesk’s dynamic content feature, which offers automated translation, to make this content available into multiple languages.

Stoiximan drives brand differentiation with a 360° view of the customer

The online gaming industry is growing at an exponential rate, creating a highly competitive business environment where customer experience is critical for driving brand differentiation and ensuring customer loyalty.

Whether they’re professional, hobbyists, or just looking for a way to unwind and have fun in their spare time – people are passionate about gaming and customer experience is a critical part of their overall enjoyment. Regardless of how often they play, a small interruption in the game can completely ruin the gaming experience. Even worse, if such issues are not handled quickly and seamlessly, customer loyalty can be lost.

This is why in the gaming industry, every touchpoint with the player is an opportunity to deliver an exceptional customer experience, to stand out from the crowd, create brand loyalty and increase a player’s lifetime-value.

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.

The name Stoiximan comes from the Greek word for ‘bet.’ Since the wordplay only works in Greek, the company decided to establish an international arm under the name Betano.com. Currently, Stoiximan is the brand name in Greece and Cyprus and Betano is being used in all other markets. Since its launch in 2013, the company has managed to grow into 6 markets, including Germany, Austria, Portugal and Romania.

“Our user-centred philosophy means providing exceptional customer support has always been an important part of our growth strategy, ” said Stathis Loverdos, Director of Services at Betano & Stoiximan. “In the gaming industry there are lots of products that offer similar value, so customer service can be a decisive factor in customer loyalty.”

A customer support strategy that supports business growth

However, choosing the right customer service strategy hasn’t always been easy. 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. With the CS team based in Athens, the company wanted to expand internationally but the customer relationship management (CRM) technology they were using didn’t allow them to scale up quickly and efficiently.

“As our business was growing, we needed to expand our customer service operations across different markets. We chose Zendesk because it offered great scalability and allowed us to centralise all customer interactions into a single platform. This allowed us to get a 360 degree view of the customer and to provide integrated customer support at scale,” said Lefteris Klimentidis, Head of Customer Support at Stoiximan and Betano.

Currently the customer support team is 100 people strong and is rapidly growing. It provides 24/7 customer support in four languages: Greek, Romanian, German and Portuguese.

Embracing social apps to provide multichannel customer support

To meet the needs of its expanding customer base, Stoiximan is using Zendesk Support, Talk, Chat, Guide and Explore.

“Live sports betting is very time-sensitive. 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. As our millennial customers are increasingly embracing social apps for customer support, Zendesk provides us with the flexibility to add new channels as our customers’ needs evolve,” explained Lefteris.

Currently 65% of Stoiximan’s customer communication comes through live chat and 15% via email, while Viber and other social apps are responsible for 10% of the customer enquiries. The remaining 10% of customer interactions are allocated to voice channels.

Driving personalisation through customisation

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. For instance, the company’s live chat was fully customised to include the Stoiximan branding, and customised tabs and ticket categories. Offering such a customisation was key for delivering a consistent customer experience, so that players didn’t have to feel that they had to leave the gaming experience when they needed support.

Another level of customisation was the ability to integrate Stoiximan’s customer database and adding the Jira integration so agents have the information they need and can collaborate with other teams.

“Zendesk provides a variety of data about the nature of the customer enquiries and the way our customer support team is handling them,” said Lefteris Klimentidis. “We can track a number of metrics, including first contact resolution, reply times vs wait times, number of tickets resolved and many others. Moreover, the platform allows us to combine data from different business apps and create easy to understand visual dashboards, graphs and charts. This is very helpful when we are presenting to the leadership team as it allows them to better understand the return from their investment and the impact of customer support on customer satisfaction and sales,” he added.

Using data to improve team performance

Zendesk’s data analytics tools are also key to helping Stoiximan manage its customer support team more effectively. They allow Lefteris and his team detect spikes in activity, so that they can adjust staffing accordingly.

“We receive weekly reports which provide a detailed breakdown of activity by hour and day, so we use this data to understand when we can expect higher volumes of enquiries and where we need to allocate more staff. This is particularly important around major sports events and other big competitions when we experience higher customer demand,” said Lefteris.

Since the introduction of Zendesk in 2018, Stoiximan’s customer satisfaction score has increased by 8% and the efficiency of resolving customer enquiries has improved dramatically. For instance, one touch resolution rate is 97%, which means that the majority of the roughly 95,000 customer enquiries that the support team receives every month get resolved with a single agent response. Moreover, 77% of the emails adhere to the service level agreements (SLA) set for each customer segment. Most importantly, Stoiximan has been able to consolidate all interactions with the customer into a single platform and scale support as the business is growing.

A closer look into the future

Moving forward, Stoiximan is planning to introduce self-service capabilities to provide structured guidance that addresses the most common customer enquiries via an online FAQ content hub. The company is also planning to use Zendesk’s dynamic content feature, which offers automated translation, to make this content available into multiple languages.

“Zendesk offers great flexibility and rich product capabilities that allow us to continuously improve our customer service operations. Moving forward, we are planning to integrate Zendesk more closely with our business applications and expand the use of the company’s product functionalities to get a more comprehensive view of customer interactions across all channels. As a customer-focused business, we are fully committed to providing exceptional service to our customers and working with Zendesk has helped us to deliver on this promise,” concluded Lefteris.

Requirements

• 18 Σεπτεμβρίου, 2021
• 0 Comment

We are Kaizen Gaming

Kaizen Gaming is the leading GameTech company in Greece and one of the fastest-growing in Europe, with the Stoiximan brand in Greece and Cyprus and Betano in Germany, Romania, Portugal and Brazil. Our aim is to leverage cutting-edge Technology in order to provide the optimum experience to those who trust us for their entertainment.

The Role

As an analyst in the Sportsbook Integrity team, you will be part of the trading division and you will be responsible for monitoring, managing, analyzing betting patterns, and executing Sportsbook Customer profiling based on betting activity. The role of the Junior Sportsbook Integrity Analyst is to protect the spirit of betting by identifying unusual or potentially suspicious activity.

Responsibilities

• Monitor pre-event and in-play betting activity in real-time;
• Analyse betting patterns;
• Execute Sportsbook Customer profiling based on betting activity;
• Report on unusual and potentially suspicious matches;
• Report and communicate required issues in daily shifts summaries;
• Approve over the limit wager requests from customers;
• Assist the Customer Service team and other departments with all Sportsbook betting disputes;
• Achieve KPI’s as set out by the department’s leader.

Requirements

• Betting/sportsbook’s playing experience/activity;
• Wide-ranging sporting knowledge and interest;
• A degree in a quantitative subject e.g. Statistics, Maths, etc.;
• Proven analytical and mathematical skills;
• A keen eye for detail and cross-checking;
• Self driven, organized and reliable personality;
• Ability to make quick, well-informed decisions and work to tight deadlines;
• Multitasking abilities and PC literate;
• Willing to work flexible time shifts and follow the busy sporting calendar;
• Fluent in Greek and English, with excellent written communication skills.

Kaizen Gaming Perks

Competitive salary package and bonus scheme;

• ️Health and life insurance for you and your family;

Monthly allowance for lunch & commuting expenses;

• Clear career paths & a developmental 360° feedback framework.

Recruitment Privacy Notice

Regarding the data you share with us, you may find and read our recruitment privacy notice here.

About Kaizen Gaming
Kaizen Gaming is the largest GameTech company in Greece and one of the fastest growing companies of the industry in Europe. Today the company operates in 6 countries: Greece and Cyprus with the brand Stoiximan, Germany, Romania, Portugal and Brazil with its international brand Betano. Investing in technology and human resources, we have managed to increase sevenfold our human capital over the course of 4 years, currently employing more than 850 employees, 260 of which are staffing only the Technology department.
We put a strong emphasis on Technology and the People, as well as on Safe Entertainment and Sports, so it follows that we are implementing an extensive plan of social responsibility actions. Just to name “Mikroi Iroes”, a program which since 2017 offers educational experiences to more than 35,000 children throughout Greece. At the same time, Kaizen Gaming develops an extensive program of sports sponsorships in all our countries of operation, while with the initiative “Try This At Home” aims at curbing the Brain Drain in Greece. For more information about our company visit www.kaizengaming.com.

Stoiximan sportsbook

Scout Gaming has launched their innovative fantasy player odds markets today with Kaizen Gaming, one of the fastest-growing Game Tech companies in Europe that operates under the brands Stoiximan and Betano. The two parties strengthened their partnership last year, aiming at bringing to life new products and additional features.

Stoiximan players are now able to bet on fantasy player odds, as a new sub-section has been added to the official website stoiximan.gr under their “Fantasy” tab, called “Player Odds”, using Scout Gamings proprietary sportsbook and bet slip. The following fantasy player odds are available:

• Player Fantasy Points Over/Under: Bet on a player’s fantasy score in the match
• Player Duels (same team duels, match duels, or cross match duels): Bet on which player will get the most fantasy points in their respective matches
• Outright bets: Bet on which player will get the most fantasy points during a full season, month, cup or playoff

Scout Gaming is working to add an innovative “BetBuilder” to their offering, where users can combine several fantasy bets from the same matches, or combine it with regular sportsbook markets from the same match. A separate “Bet on your Fantasy team” feature will also be launched during the summer.

Kaizen’s Sportsbook Product Manager, John Tsakalakis added “We are very happy to launch the “Fantasy player Odds” to our Greek based players delivered by Scout Gaming. We continually improve our products and services to offer the best experience to those who trust us for their entertainment and our collaboration with Scout Gaming is proven to be instrumental on this. We are looking forward to offering additional products to all 6 markets that we are currently operating in, in collaboration with our valuable partner, Scout Gaming.“

About Kaizen Gaming
Kaizen Gaming is the largest GameTech company in Greece and one of the fastest growing companies of the industry in Europe. Today the company operates in 6 countries: Greece and Cyprus with the brand Stoiximan, Germany, Romania, Portugal and Brazil with its international brand Betano. Investing in technology and human resources, we have managed to increase sevenfold our human capital over the course of 4 years, currently employing more than 850 employees, 260 of which are staffing only the Technology department.
We put a strong emphasis on Technology and the People, as well as on Safe Entertainment and Sports, so it follows that we are implementing an extensive plan of social responsibility actions. Just to name “Mikroi Iroes”, a program which since 2017 offers educational experiences to more than 35,000 children throughout Greece. At the same time, Kaizen Gaming develops an extensive program of sports sponsorships in all our countries of operation, while with the initiative “Try This At Home” aims at curbing the Brain Drain in Greece. For more information about our company visit www.kaizengaming.com.

About Scout Gaming Group
Scout Gaming Group is a licensed and regulated provider of B2B Daily Fantasy Sports. The company offers a flexible and customizable network-based Fantasy Sports solution with support for most sports and leagues. The Group is headquartered in Stockholm, Sweden with development and operations in Bergen, Norway and Lviv, Ukraine. Scout Gaming is listed on Nasdaq First North Growth Market and the Certified Adviser is Redeye AB. Contact details: [email protected] , +46 (0)8 121 576 90.

Stoiximan has designed and implements a strategic framework of social responsible actions and priorities based on the following pillars • Family • Society • Sport • Environment. Ιn this framework Stoiximan is the Grand Sponsor of the three Olympic Gold Medalists in Rio 2016, the Greek water polo and volleyball national teams, of Stoiximan.gr Basket League and Stoiximan.gr Football League, major greek superleague teams as well as important running events in Greece.

Stoiximan Launches Affiliate Programme with Income Access

Montreal, QC. 11 th October 2017 – Stoiximan, the Athens, Greece-based digital sports-betting operator, has launched an affiliate programme in partnership with Income Access, Paysafe’s digital marketing technology and services provider. Stoiximan’s new affiliate programme for its Stoiximan and Betano online sportsbook and casino brands, which focus on the Greek/Cypriot and Romanian markets respectively, will be managed using Income Access’ marketing tracking and analytics platform.

Regulated by the Hellenic Gaming Commission, the Greek national gambling regulator, Stoiximan’s flagship online sportsbook and casino sites Stoiximan.gr and Stoiximan.com.cy provide Greek and Republic of Cyprus residents respectively with online sports-betting on almost 50 different sports. These include traditional sports such as football, basketball, tennis, handball and volleyball as well as emerging disciplines like eSports. The Stoiximan brand enables pre-match betting on more than 290,000 events annually as well as live-betting on over 155,000 games.

In addition to their sports-betting offerings, Stoiximan.gr and Stoiximan.com.cy offer wagering on non-sporting events such as politics, international reality TV shows and the Eurovision Song Contest. Players based in Greece can also enjoy Stoiximan.gr’s dynamic online casino offerings, which feature over 100 online casino slots from NetEnt, including Gonzo, Starburst, and Mega Fortune.

Sister brand Betano serves the fellow Balkan country of Romania. Regulated by the country’s national gambling regulator, Oficiul Național pentru Jocuri de Noroc (ONJN), the brand provides Romanian players with an online gambling experience equalling Stoiximan’s, including wagering on over 45 different sports and an expanding selection of 110 NetEnt-developed online casino games.

The launch of the new Stoiximan-Betano affiliate programme will allow affiliates to promote these leading south-eastern European brands on a competitive revenue share basis. The programme will be managed by Stoiximan in-house using the Income Access platform, which will allow the operator’s affiliate managers to target campaigns according to players’ geo-location, language and other criteria through the software’s Ad Serving tool.

Thanassis Kanouris, Head of International Marketing at Stoiximan, said: “We chose Income Access to further improve the quality of service affiliates receive from our brands. Through the platform, we look forward to providing affiliates with the best possible solutions when it comes to brand promotion, communications, ad serving and optimizing deals.”

Lorenzo Pellegrino, CEO of Income Access and Digital Wallets at Paysafe, said: “Greece and also Romania are increasingly important European iGaming markets, so we’re excited to partner with a leading operator in both jurisdictions. We’re confident that our platform will prove instrumental in significantly improving player acquisition for Stoiximan and Betano and supporting both brands’ overall growth.”

For more information, please contact Stoiximan.

About Stoiximan
Stoiximan is the leading digital sports betting operator in Greece and at the same time one of the fastest developing Greek companies with an emphasis in the development and management of software engineering. The company currently operates in Greece, Cyprus (under the Stoiximan brand) and Romania (under the Betano brand).

Stoiximan has designed and implements a strategic framework of social responsible actions and priorities based on the following pillars • Family • Society • Sport • Environment. Ιn this framework Stoiximan is the Grand Sponsor of the three Olympic Gold Medalists in Rio 2016, the Greek water polo and volleyball national teams, of Stoiximan.gr Basket League and Stoiximan.gr Football League, major greek superleague teams as well as important running events in Greece.

About Income Access
Founded in 2002, Income Access is a technology company, affiliate network and digital marketing agency servicing the global gaming market, including regulated iGaming, social gaming, land-based casinos and online financial trading (forex, binary options). Through its award-winning marketing software and a partnership-centric approach, Income Access delivers comprehensive data and strategic insight on marketing campaigns across all digital and offline channels.

In September 2016, Income Access was acquired by Paysafe Group, the company behind the digital wallet brands NETELLER and Skrill. Income Access is partnered with over 300 gaming brands worldwide. These include: Betfred, Bet Victor, BGO Group, Caesars Interactive, Coral, Gala Interactive, IGT’s Lottomatica, Jackpotjoy, Lottoland, Pinnacle, PMU, Sportingbet, Stan James, and TwinSpires.

At Stoiximan/Βetano, we not only look at the retention and spend capability of our users but evaluate quality indicators, as we want to develop a stronger and more engaged relationship between our agents and our clients. To ensure the best possible experience, Stoiximan/Betano has invested in one of the best customer relationship management system internationally. The goal was to integrate all channels so that the Customer Support team can share customer information and history at the same time and gain the capacity to evaluate the efficiency of our agents in relation to user requests and activity.

Stoiximan/Betano bets on customer experience as European expansion continues

In the gaming industry, every touchpoint with the player is an opportunity to deliver an exceptional customer experience, to stand out from the crowd, create brand loyalty and increase a player’s lifetime-value. Stoiximan/Betano’s user-centered philosophy means providing exceptional customer support and that has always been an important part of our growth strategy. In the gaming industry there are lots of products that offer similar value, so customer service can be a decisive factor in customer loyalty.

As well as continuously upgrading our internal customer service systems, both in software and process innovation, at Stoiximan/Betano we have heavily invested over the years in creating our own technology thanks to our talented personnel. With more than 650 employees the company has evolved to become the largest GameTech company in Greece and one of the fastest growing in Europe, producing technologically advanced products and delivering an immersive gaming experience.

Based on our successful modus operandi in Greece, we are now present in six markets using the name Stoiximan in Cyprus and the Betano brand in Germany, Austria, Romania and Portugal.

What is unique about working in the Greek betting market and how do any specific challenges differ from those across other European markets?

Each market has to be treated differently and we strategically enter regulated, or soon to be regulated, markets with uniquely identifiable characteristics. We localise offering a special, tailor-made gaming experience to the countries we operate, custom features to assist our members and catapult their experience while always tending to their needs. Therefore, Greece was actually born out of that need. Stoiximan/Betano Group is a 100per cent Greek company marketed as a platform offered by players for players and grasping that need of the Greek market at the time to deliver unique personalised experiences to its members, with top-notch CRM & Marketing communications and distinct customer support. At the same time, Stoiximan created a big portfolio of a wide range of affiliates trusting the brand and its dynamics, promoting to the world and helping them throughout the brand building process. Furthermore, the Greek market has experienced players that need to feel respected and appreciated as they understand the product deeply. Greece is a more Sportsbook-oriented market that loves seasonal Casino endeavours, while its online users want to be assisted in a very fast pace. Therefore, besides product, we created an impressive in-house Customer Support team, without outsourcing any form of communication, ready and dedicated to their cause. To make our users feel like Stoiximan members.

In terms of appealing towards the growing millennial market through social media, what trends have you seen in recent months and where do you see the future of social media evolving for players?

Providing quick and accurate responses 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.

As our millennial customers are increasingly embracing social apps for customer support, we decided to use Zendesk, a software application which provides us with the flexibility to add new channels as our customers’ needs evolve. Currently 55% of Stoiximan and Betano’s customer communication comes through live chat and 18% via email, while Viber and other social apps are responsible for 12% of the customer enquiries. The remaining 15% of customer interactions are allocated to voice channels.

You’re developing self-service capabilities; do you feel there’s a reluctance from traditional gaming brands to embrace this technology and why is it important to work with companies like Zendesk to push technological advances forward?

We are planning to introduce self-service capabilities to provide structured guidance that addresses the most common customer enquiries via an online FAQ content hub. The company is also planning to use Zendesk’s dynamic content feature, which offers automated translation, to make this content available into multiple languages. Zendesk offers great flexibility and rich product capabilities that allow us to continuously improve our customer service operations.

Zendesk provides a variety of data about the nature of the customer enquiries and the way our customer support team is handling them. We can track a number of metrics, including first contact resolution, reply times vs wait times, number of tickets resolved and many others. Moreover, the platform allows us to combine data from different business apps and create easy to understand visual dashboards, graphs and charts. Zendesk is smooth for agents and smooth for our customers. 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 prioritize 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. We also use macros to automate simple tasks, which helps us improve efficiency.

Moving forward, we are planning to integrate Zendesk more closely with our business applications and expand the use of the company’s product functionalities to get a more comprehensive view of customer interactions across all channels. As a customer-focused business, we are fully committed to providing exceptional service to our customers and working with Zendesk has helped us to deliver on this promise.

With the future of European iGaming in flux as the possibility of tighter compliance and AML requirements loom, how is Stoiximan using data and social media to ensure a successful future?

First of all, we must say that for Stoiximan / Betano, Responsible Gaming is not a contractual obligation as it is also stipulated in the regulation that all trusted providers must comply with. As a company, we invest in partnerships and initiatives that protect the player from excessive betting and ensure a credible environment where everyone can enjoy the game responsibly. Furthermore, we have adopted an approach developed around the Responsible Gaming policy and the AML (Anti-Money Laundering) prevention policy.

In this context, we have developed mechanisms for the self-protection of players. These mechanisms include the ability to set financial thresholds up to and including self-exclusion, and maintaining informed decision-making policies in order to provide us with insight into the quality of player activity. We have also hired a team of specially trained agents who are able to identify instances of problematic betting behavior, to ensure responsible play. Data analytics tools are also key to helping Stoiximan/Betano manage its customer support team more effectively. We receive weekly reports which provide a detailed breakdown of activity by hour and day, so that we are able to use this data to assess the value of our customers` activity.

We are also a member of the International Betting Integrity Association (formerly known as ESSA) thus further enhancing the worldwide effort to safeguard integrity and prevent corruption in the context of betting. At this level and taking into account Anti-money laundering cases that concern the betting market internationally, at Stoiximan/Betano we implement mechanisms with the support of Artificial Intelligence and especially Machine Learning, so that we can recognize suspicious transactions and notify National Financial Authorities and regulators immediately.

How do you measure the impact of the customer experience with players? Are you predominantly focused on retention and spend or is there more to it?

Retention is obviously a critical indicator when measuring the overall engagement of players towards your product & services as it shows a general trend towards returning customers. Of course, retention rate cannot be the sole criterion when assessing CX as these may lead to certain fallacies that you cannot foresee from Retention figures.

At Stoiximan/Βetano, we not only look at the retention and spend capability of our users but evaluate quality indicators, as we want to develop a stronger and more engaged relationship between our agents and our clients. To ensure the best possible experience, Stoiximan/Betano has invested in one of the best customer relationship management system internationally. The goal was to integrate all channels so that the Customer Support team can share customer information and history at the same time and gain the capacity to evaluate the efficiency of our agents in relation to user requests and activity.

As Stoiximan/Betano was growing, it was necessary to ensure and expand customer service operations across different markets. We chose Zendesk because it offered great scalability and allowed us to centralize all customer interactions into a single platform.

Since the introduction of Zendesk in 2018, our customer satisfaction score has increased by 8% and the efficiency of resolving customer enquiries has improved dramatically. For instance, our one touch resolution rate is 97%, which means that the majority of the roughly 95,000 customer enquiries that the support team receives every month are resolved with a single agent response. Moreover, 77% of the emails adhere to the service level agreements (SLA) set for each customer segment. Most importantly, Stoiximan/Betano has been able to consolidate all interactions with the customer into a single platform and scale support to match the company`s growth. Understanding the key customer experience metrics and applying them at appropriate stages with the most important customers is paramount. Customer journey analytics can play a key role in this endeavor by providing a journey-driven perspective and improving your return on your investment in customer experience measurement.

Zendesk is expanding its reach within the online gaming industry working with operators and partners in new territories across the globe. To learn more about how the company is working with customers like Stoiximan/Betano, visit the Zendesk team at this year’s SiGMA at Stand S40.