Everyone has a basic right to be treated with respect and understanding. Customer Service is a major point of failure with many companies.
At BetUnited Casino, we've taken Customer Service to a higher level. We take all details into consideration when we are assisting our players so we can give you the best possible experience. Our goal is for you to leave your conversation with us satisfied with the outcome of the contact.
We offer our players three means of contact. We are available 24/7/365.
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Email: Email us at support@betuntd.zendesk.com
- Our agents are standing by to assist you. Email does not sit idly while we deal with other calls or chat as we have agents who only handle email. This ensures that your voice is heard quickly and efficiently, regardless of the contact method.
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The expectation is that all emails are responded to within a few hours, but our goal is to respond within under an hour. The ultimate goal is to be able to fully answer your question the first time, but unfortunately that is not always possible. Once an email has been responded to and follow-up is required your email (also called a ticket) will be advanced in the queue for even faster service.
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Chat:
We believe our chat feature will become the most popular service option available. Many people prefer chatting with live persons vs. a phone conversation or email, so we have agents assigned to the chat queue as well. Contact us by chat by clicking the chat button in the Customer Service Portal on the App or website.- Our agents are standing by to assist you. We have a queue length of five (5) persons only. This means that each player will be handled quickly. Any player over that queue length is requested to send an email to us for response.
- Any player who requires follow up will be given the option of a phone call, or email. We suggest the email option as all information will be readily available if the email is saved.
In addition to the above contact methods, our agents are trained to treat our players in the highest regard. Our support standards are:
- Knowledge –agents will have a thorough understanding of our product. Training and testing will be provided.
- Empathy – always allow the customer to finish speaking.
- Acknowledge – In your own words, repeat the player issue to confirm you understand fully.
- Dazzle – All players should feel appreciated, always.
- Composure – Agents are expected to keep calm. Agents will take any necessary breaks to clear their heads if they become overwhelmed, for any reason. This will ensure agents are kind, ready and able to assist you.
- Imagination – Think outside the box when an easy answer is not available.
- Complete – Ensure the player is happy with the assistance provided. If not, start over.
If any issues with an agent arises, or if you want to let us know that our agents are awesome we'd love to hear from you. After every contact is completed you'll receive a one question query to ensure we're following the above protocol to maintain player happiness.
Any negative feedback is closely looked at by our head of support. In addition, we may send emails requesting additional information so that we may evaluate the issue to take appropriate action.
Lastly, your voice is what matters most. If you feel that you'd like to discuss issues further feel free to contact us and either the manager or supervisor will get in touch with you for more details.
As Customer Service agents, we are always here to help, and we understand how frustrating it can be when issues arise, or when you've lost a game. We ask all our players to treat our agents with the same amount of kindness and respect that we provide to you.
If you or someone you know has a gambling problem, call ConnexOntario 24 hours a day, 7 days a week or at 1-866-531-2600. Text us to 247247 or chat with us at https://www.connexontario.ca