Izabela Słodkowska-Popiel and Maciej Chyra, the North American and Latin American Customer Management Supervisor and Chief Technology Officer of Wazdan respectively, discussed how the slot provider handles customer support issues. Wazdan has a global customer portfolio and showcased its strategy to ensure all customers are fully supported, and how technology aids in this aspect.
SBC: What is Wazdan's overall strategy for customer support? How do you provide high-quality customer service?
Maciej Chyra: Wazdan's customer support philosophy is rooted in our corporate motto "Profit Online." While this term emphasizes collective success, GAIN™ represents a set of specific values for customer support: Generosity, Accessibility, Insight, and Nurturing.
Generosity: We prioritize providing excellent support, building solid customer relationships, and growing together.
Accessibility: We ensure to provide quick, diligent, and comprehensive support, reflecting the speed and quality of our games.
Insight: Proactively addressing issues and deep product knowledge can build trust and reduce customer uncertainty.
Nurturing: We meet all customer needs, establish solid partnerships, and achieve mutual growth.
These values form a solid foundation for customer support, enabling us to exceed customer expectations.
Izabela Słodkowska-Popiel: Our advanced software engineering, emergency response, and partner support exceed most industry standards in luck management. We build long-term relationships with our customers. We listen to their needs and provide customized solutions for each market segment.
As customer managers, we strive to provide round-the-clock service. One of the basic standards we follow is to take responsibility when customers have queries and solve problems as a team, providing appropriate solutions. This focused approach can enhance trust and improve the support experience.
On a broader level, customer service is tailored according to the needs of the customers. At launches, customers who make requests receive personalized information containing the graphics and marketing materials they need, rather than generic, non-personalized asset packs.
Our customer managers are dedicated professionals passionate about iGaming. They are experts in their fields, with keen intuition, empathy, and excellent problem-solving skills—qualities essential for an efficient service team.
How important is it for Wazdan to establish meaningful personal relationships in customer support?
Słodkowska-Popiel: Establishing solid personal relationships is the cornerstone of Wazdan's customer support.
We believe that building sincere personal relationships with customers is crucial for long-term gains. We treat each partner uniquely, tailoring our interactions based on their needs and preferences. Whether customers prefer casual conversations or direct business contacts, we strive to build comfortable and efficient working relationships.
To facilitate seamless communication and cultural understanding, our dedicated customer management team is proficient in multiple languages, including English, Spanish, Ukrainian, and Italian.
Beyond professional interactions, we actively seek opportunities to establish personal connections with customers. Regular customer calls, industry events, and social gatherings allow us to build strong ties and celebrate mutual successes. From exchanging holiday gifts to celebrating new market and game launches, we demonstrate our commitment to being a trustworthy partner throughout the customer's journey. Ultimately, we view our partners as valuable individuals, not just business entities.
How do you build these relationships and support remote customers who may be located on different continents?
Słodkowska-Popiel: Despite the unique challenges the digital age presents in fostering personal connections, we are committed to building meaningful relationships with remote customers. Our dedicated team uses technology to create humanized and supportive experiences over long distances. For example, we adapt to the time zones of our customers (such as in the Americas), being available for them at all times. We believe that our sincere commitment to customers is reflected in every interaction, whether face-to-face or virtual.
To further strengthen these connections, we actively seek opportunities to meet partners face-to-face at industry trade shows and events specifically organized for partners. We also prioritize arranging visits to customer offices (including remote offices) to strengthen our relationships and gain deeper insights into their operations.
We are committed to combining personalized approaches with strong digital influence and face-to-face interactions to build lasting partnerships. This has resulted in many business relationships and friendships.
