Mobile casino gaming has exploded in recent years thanks, in part, to the ongoing improvements to smartphone technology. Statista data tells us that there are more than 310 million smartphone users in the US. We also know from Statista reports that casinos are the fourth highest-grossing mobile gaming apps based on consumer spending.

With mobiles becoming the go-to devices for casino gaming enthusiasts, operators are having to adapt accordingly. Offering games with special features such as tap-to-bet and mobile payment options are two obvious ways operators are catering to the mobile generation. One quality that’s often overlooked by the masses is customer service.

Swift Support is Necessary in the Mobile

According to the experts at King Casino Bonus, customer service is one of the most important aspects of a mobile gaming platform. Part of the company’s review process involves contacting members of the support team via email, live chat, and, if possible, phone. The aim is to establish whether support is available at all times and how “swift” the responses are. Mobile casinos that score highly in this category tend to do well overall.

Why is that the case? Customer service is always important. As noted by Mailchimp, customer service inspires loyalty. Evidence from the Science of Loyalty report shows that this not only drives more sales from existing customers but also increases new business. When customers are satisfied, they tell other people. Conversely, if they’re not happy, they’ll warn people. Therefore, if you run a business and want it to succeed, excellent customer service is paramount.

Help Must be Available at All Times

If we look specifically at mobile casinos, immediacy is crucial. People play mobile casino games because they want instant entertainment. An operator’s customer service system must align with this. That’s why casino reviewers want to see support available 24/7. That’s why you see so many top-rated mobile casinos offer live chat. One tap and customers have access to a chat widget where agents are on hand to dispense advice at a moment’s notice. Other attributes a mobile casino operator needs to ensure swift support are:

• FAQ: the first port of call for most players is an FAQ. A well-constructed FAQ should cover a variety of topics (payments, bonuses, games) and provide digestible answers in dropdown tabs.
• AI Chat Bot: mobile casino operators are increasingly making use of AI software to handle basic queries. Chatbots are, essentially, interactive FAQs that work well in the mobile space because users don’t have to search for answers. Instead, the bot provides a quick response or connects users to support agents.
• Phone Contact: the final thing all mobile casino operators should offer is phone support. It makes sense, given that users will already have a phone in their hands. Ideally, phone support should be available 24/7, but this can often be costly. Therefore, as long as it’s available at peak times for a given market, that’s usually enough.

Casino operators that offer these contact points and abide by the principle of immediacy tend to thrive in the mobile gaming sector. Indeed, with the market more competitive than ever, high-quality customer service could make the difference between success and failure.