Izabela Słodkowska-Popiel, the Customer Management Supervisor for North America and Latin America at Wazdan, and Chief Technology Officer Maciej Chyra discussed in a recent interview how the slot machine provider handles customer support issues.
What technologies does Wazdan use to provide quality customer support?
Chyra: We are committed to providing exceptional customer support that goes beyond traditional help. Our goal is to be a trusted partner, offering technical expertise and personalized services—almost like a concierge—not only efficiently overseeing and responding but also providing additional follow-up work when needed.
To achieve this, we have developed a cutting-edge platform called Game Manager. This innovative tool combines the efficiency of self-service with the personalized support of a dedicated service desk. By offering a mobile-first integrated solution, Game Manager enables our partners to quickly and easily find the information and support they need.
Our aim is for Game Manager to become the ultimate customer support tool, acting as a virtual concierge, anticipating and meeting customer needs, and incorporating specialized assistance from our account management team. By leveraging advanced technology and a deep understanding of partner needs, we can provide an unmatched support experience.
Do you utilize advanced technologies like artificial intelligence and machine learning to provide customer support? Is the real-time chat function as effective as talking to a person?
Chyra: Wazdan is committed to using advanced technologies, including artificial intelligence and machine learning, to enhance our operations. However, human interaction remains indispensable for providing excellent customer support. Technology is a valuable tool that enhances our team's ability to provide more efficient and effective help.
While AI real-time chat systems have made significant progress, replicating the nuances of human conversation—including empathy, understanding, and problem-solving—remains a complex challenge. We will continue to focus on combining the advantages of human expertise with cutting-edge technology to create an exceptional support experience.
What types of questions do you find customers ask most frequently?
Słodkowska-Popiel: Our partners primarily seek support in several key areas.
In terms of integration and onboarding, our clients need help seamlessly integrating our games into their platforms and completing the initial setup process.
Additionally, there is a high demand for marketing assets, game information, and customized promotional materials to effectively support their campaigns. Our partners also frequently seek guidance on game selection, performance optimization, and leveraging data insights to maximize their returns.
While these are the most common inquiries, our responsibilities are much broader. We provide comprehensive customer service to address a variety of general inquiries and support needs.
We don't gamble on success. We design success for our partners.
SBC: Do you think the iGaming industry overall provides sufficient customer support? In this regard, what advantages does Wazdan have?
Chyra: The iGaming industry has made significant strides in customer support, but there is still room for improvement. Many providers focus on passive solutions rather than proactive ones. This is where Wazdan stands out.
We believe in setting industry standards rather than following them. Our Game Manager platform is a prime example. It demonstrates our commitment to innovation and providing an exceptional customer experience. The extensive positive feedback we received at Amsterdam's iGB Live confirms our approach.
We combine cutting-edge technology with a deep understanding of customer needs to create a tool that goes beyond traditional support. Game Manager enables our clients to be self-sufficient while providing unparalleled assistance when needed. This aligns perfectly with our Online gaining™ motto, as we strive to build mutually beneficial partnerships based on trust and reliability.
SBC: Over the coming months and years, how does Wazdan plan to improve its customer support services?
Słodkowska-Popiel: We are committed to maintaining and enhancing our customer support services. To achieve this, we are expanding our customer management team, equipping it with specific market expertise. By adopting a data-driven approach and ensuring our team consists of passionate industry experts, our goal is to create a more efficient, knowledgeable, and enjoyable support experience for our clients.
Chyra: Innovation is driven by ever-changing customer needs. Game Manager is a typical example of how we anticipate and meet these needs. By continuously developing and refining this platform, we will ensure it adapts to the evolving landscape of the industry. We are committed to combining our experimental spirit with the functional capabilities of Game Manager to create a customer support experience that exceeds expectations. Ultimately, our goal is to establish stronger partnerships through quality service, consistent with our Online gaining™ philosophy.
