SBTech boosts conversion and engagement via new Live Chat tool

SBTech boosts conversion and engagement via new Live Chat tool

Thursday, May 11, 2017 Posted by Luke Massey

SBTech’s Product Manager Oded Amir says that ProAct, a new Live Chat tool for its Chameleon360 iGaming platform, will help the supplier to boost conversion and engagement.

“ProAct is a ground-breaking tool that has been devised and developed hand in hand with our operators to enable closer interactions with their customers. It has led to growing revenues through improved conversion rates and engagement levels across a wide range of scenarios,” said Amir.

“Deposits have been shown to increase by 140%, with GGR 85% higher than a control group. Player value for both new depositors and active players has increased by an average of 160%.”

The multilingual tool, billed as a key differentiator for SBTech-powered sports betting and casino operators, comes with customer triggers to provide agents with instant alerts to the requirements of a player, and post-chat survey functionality designed to gather feedback about both agent performance and UI/UX.

ProAct also delivers messaging to specific segments, with automated responses associated with different products, verticals, languages and topics. Meanwhile, advanced filtering allows the upload of custom lists of players and the creation of bespoke agent groups based on customer demand.

Amir continued: “With ProAct, operators can target key stages in the lifecycles of a wide range of player segments in real time, giving support teams the opportunity to offer the right bonus and message at the right time or to engage the player and enhance overall user experience.

“This tool allows our partners to guide the player 'by the hand,' either with live agents, automated responses or a combination of both, dramatically reducing churn and instances where new players fail to deposit. Quite simply, ProAct is an exceptionally powerful CRM tool and I'm certain that all our partners will wonder how they've managed without it for so long."

Totally Gaming says: SBTech is confident that the addition of ProAct will enhance the quality of the CRM system supplied to its growing portfolio of international partners. The tool will also help the company to improve the Chameleon360 platform via feedback on its agent performance and user experience.


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