Customer Support
24/7 phone, email and chat with outstanding response times
Excellent support – whenever you need it
Our outstanding customer service levels drive the high player retention figures and customer lifetime values enjoyed by Dragonfish partners.
Comprehensive service level agreements, proven customer migration processes, insightful reporting and a commitment to responsible gaming all underline the professionalism and results we bring to our partnerships – we deliver everything you would expect from a world leading gaming operation.
With Dragonfish you receive the dedicated service of our highly trained, in-house customer support representatives, providing multi-lingual telephone and email support, 24/7. You also benefit from our investment in industry leading technology. This supports and accelerates your online customer experience initiatives, and provides valuable insights into your customers’ needs and preferences.
The Dragonfish customer service operation is designed to keep your business at peak performance, and is based in two dedicated contact centres. Our main Gibraltar contact centre looks after our principal markets in Europe, Asia/Pacific and Latin America, while our Antiguan contact centre focuses on our chief English speaking markets in Europe, Australia, Asia Pacific and Canada.
Successful migration
With our involvement, Dragonfish partners achieve consistently impressive player migration performance – and strong revenue and deposits per player growth.
By partnering with Dragonfish, your business can enjoy the same success as our many other strategic partnerships, such as Tower Torneos and Littlewoods. Using expert teams to initiate outbound interaction with existing players during the account transfers process, we consistently deliver outstanding player migration figures and financial performance.
Reassurance
Our service level agreements assure you of the highest quality service, so you’re free to focus on strategic priorities. You’ll find we deliver outstanding response times for phone, email and chat enquiries, matched by extremely high contact resolution levels.
Ensuring that you continue to benefit from the highest levels of support staff, professionalism is key. We do this by monitoring customer satisfaction closely, analysing real-time feedback and carrying out full player history reviews across all our game offerings. This enables us to optimise customer interactions at every level.
Back office
Dragonfish’s high performance back office application integrates all your data, driving the superior customer service your players receive. We streamline data from divisions such as Customer Support, VIP, Risk Management, Business Production and Finance into a single point of reference, speeding and enhancing responses – regardless of which department a query is directed to.
Reporting and data mining
With Dragonfish you gain the ability to target your games and marketing activities more profitably. We bring advanced techniques and technology that identify and predict your players’ behaviour.
As well as extracting and analysing pertinent targeting information, we generate tailored statistical and contact category reports that identify player trends, habits and expectations in real time. This information drives performance improvement, eliminating bottlenecks and identifying potential training needs.
Responsible gaming
Dragonfish is deeply committed to helping your business encourage responsible gaming. All our Customer Support staff participate in mandatory entry-level training and regular refresher courses in Responsible Gambling, so that compulsive or underage gambling can be quickly identified.
