With the regulation of the betting sector in Brazil, houses can no longer offer welcome bonuses, requiring new strategies to attract and retain customers. Investing in customer service, with personalized, multichannel, and educational support, is essential. This is the context of the article by Andréia Oliveira, national director of operations at Betsul, who stands out in the sector for prioritizing a good relationship with its users and which earned the company the RA1000 seal.
1. The context of regulation and its impacts
With the recent regulation of the betting sector, which legalizes and regulates gambling in Brazil, betting houses are adjusting to operate within a structure that values transparency, security, and integrity of the game.
However, one of the major changes that directly impacts the marketing strategy of the platforms is the prohibition of offering welcome bonuses. According to the regulation, houses can no longer offer financial benefits or bonuses to attract new customers. This measure aims to combat practices that could be considered as "addictive gambling" or manipulation of the bettor's behavior.
However, how can companies maintain competitiveness and still provide an engaging experience to their customers without resorting to initial bonuses?
2. The key to success: excellent customer service
Customer service then becomes an essential differentiator. Betting houses that invest in high-quality support and transparent communication will not only attract but also retain bettors. The customer experience, especially on digital platforms, is the factor that will determine brand loyalty and continuous engagement.
2.1. Personalized service
Importance of the human touch
: Despite the digital environment, interaction with well-trained attendants improves the customer experience.
Use of CRM: Customer relationship management systems allow for personalized service, creating closer connections with bettors.
2.2. Multichannel support
Wide availability: It is essential to offer support through various channels, such as live chat, social media, emails, and phone.
Agility and efficiency: Solving problems quickly and effectively positively impacts the platform's reputation.
2.3. Education and engagement
Educational content: Teaching about odds, betting strategies, and safety creates trust and engagement.
Promotion of responsible gambling practices: Informing about the risks of excessive gambling strengthens the platform's credibility.
3. The future of customer service in betting
Increasing consumer demands
: The evolution of the market requires that platforms invest in high-quality service.
Customer service as a competitive differentiator: Solid and transparent relationships are fundamental for customer loyalty.
Turning challenges into opportunities: Providing good service is not just a service, but an essential strategy to thrive in the market.
Betsul and the RA1000
At Betsul, we always put our customers at the center of everything we do. It was with this seriousness and dedication that we became the first betting house to win the RA1000 seal, a recognition that reflects our commitment to excellence.
From the first contact to the final stages of the journey on our platform, we work to offer the best possible experience, ensuring clarity, agility, and quality support across all our communication channels. We believe that trust and respect are the foundation of a good relationship, and this guides every decision we make.
This seal is more than an award: it is proof that, with serious work and genuine care, it is possible to stand out and establish a new standard in the sports betting market.
Conclusion
In the regulated scenario of Brazil, customer service is more than a necessity; it is the main foundation for the success of betting houses. Investing in the user experience, promoting trust, and adopting innovative practices are the steps to build a solid and sustainable market. The future is promising for platforms that place the customer at the center of their strategies.
Andréia Oliveira
National Director of Operations at Betsul
