Why is player experience important for online casinos?
Have you ever thought about what it could cost you to stand out in an industry that’s over $17.13 billion? Well, you can actually agree that you’d need a lot to do so. This is the challenge
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that many operators in the casino industry are usually faced with, and that’s why most are adopting innovative measures to offer better player experiences.
But is this even worth it? If you have such questions about whether player experience is really important for online casinos, then staying around could actually help. Here, we will look at how offering great player experiences can help operators stay ahead of their competitors, among other fascinating insights.
The growing importance of better player experiences
Do you know that, according to Zendesk, focusing on customer experience alone can boost your revenues by up to 80%? Everyone wants to find value for every resource they spend on your platform. And the best part is that when customers find experiences that align with their preferences and tastes, you can witness profits of up to 60% more than if you hadn’t.
Given that the gambling industry is getting more competitive by the day, you want to use such opportunities to stay ahead of the curve. Actually, if customer experience had never been that important, over 90% of businesses prioritizing it would never have done so. And if you want to stand out, you can’t ignore what competitors are doing, explaining many online casinos are now paying critical attention to this matter.
You don’t want to just have a collection of good games; you want players to have a smooth encounter as they engage. And that’s the essence of player experience. Paying attention to this can actually work wonders for your brand. In fact, it can be a great way of growing your customer base organically. According to experts, 72% of customers who have a positive encounter with your platform can talk about it to at least six of their friends. If you have hundreds of thousands of fans visiting your platform, you can complete the mathematics for yourself.
So, how do online casinos provide better experiences?
Now that you know the power of offering great player encounters, the next question would be how to make them available. Remember, nothing compares to providing experiences that will encourage players to return. That’s why there’s a growing emphasis on player experience in this sector.
Studies show that businesses with high satisfaction rates can increase retention rates by up to 95%. And now that getting new players is proving to be actually more expensive than retaining, would you want to ignore such a statistic? This is without mentioning how increasing retention by as low as 5% can yield profit increases of anywhere between 25% and 95%. Here are a few ways in which online casinos are improving customer experiences.
The role of payment methods
As simple as it may sound, payment methods are crucial when it comes to providing engaging encounters. In fact, you may be surprised to learn that, according to Testlio, having an effective payment system can improve retention rates by 15-20%. To add to that, do you actually know that close to eight in ten customers prefer a smooth payment process over any other e-commerce feature? This is definitely a popular preference not just in the broader e-commerce sector but also in the gambling sector.
No one wants players to leave their platforms just because payment processes are frustrating. Plus, tech improvements have also altered customer expectations. For example, many now consider instant payments to be a critical aspect of their satisfaction. So, to cater to such audiences, you may want to consider adopting methods that allow for that.
Offering multiple payment methods is another popular way online casinos are improving player experience. Just think of a platform that allows players to switch between different methods if others have technical issues. Well, this is actually the power of numerous payments. Players don’t have to leave your platform just because the only available option has glitches.
Taking advantage of customer support
Have you ever wanted to buy something from a particular online brand but were unsure about their, say, shipping process? Unfortunately, after reaching out to the customer support agents, it took about two days to receive feedback. If this happens, there is a high chance that you will never transact with the brand again. Why? Because most modern consumers expect immediate responses when they reach out to customer service agents.
In fact, looking at the statistics, Wavetec claims that 70% may never return because of the history of long wait times. This is why you have seen online casinos adopting technologies like live chat to ensure players receive instant feedback.
What is our final word?
It’s actually true that operators seeking long-lasting success cannot achieve it by ignoring customer experience. After all, human beings are value-oriented creatures who will want to find value for every coin they spend on a platform. Offering frustrating experiences while players seek worthwhile encounters can be a great disservice.
And especially now that acquiring new players has become very expensive, you don’t want to make a miss here. Thankfully, implementing strategies like multiple payment methods can really help operators stay ahead. Also, taking advantage of technology to provide immediate customer feedback helps players to stay more connected to a platform.