Omnichannel Communications Is a Sure Bet for the Online Gaming Industry

In the breakneck, high-stakes world of gambling, agility is everything. As more players move from casino floors to mobile apps, gaming brands must embrace omnichannel communication strategies that deliver seamless […]

In the breakneck, high-stakes world of gambling, agility is everything. As more players move from casino floors to mobile apps, gaming brands must embrace omnichannel communication strategies that deliver seamless “play anywhere” experiences. 

With the online gambling market forecasted to be worth over $153 billion by 2030, gaming companies must adapt to changing customer needs. In a constantly evolving industry, betting businesses that don’t want to get left behind must innovate alongside it.  

Adopting an omnichannel communication approach ensures gaming brands hit it big with digital players. 

What is omnichannel communications? 

Consistency is crucial when it comes to memorable customer experiences (CX). Omnichannel communication strategies unify fragmented conversations across multiple platforms into a consistent brand voice. This delivers cohesive experiences across channels and bridges the gap between brick-and-mortar casinos and digital betting.

Seamless transitions are a top priority for 42% of consumers and can boost customer satisfaction, reduce churn, improve support efforts, and drive profits. 

Compared to businesses with little or no omnichannel communication approach, companies that have implemented these customer-centric strategies were:

  • 4x more likely to report loyal customers
  • 3x more likely to report significant annual revenue growth
  • 2x more likely to respond to customers in real-time

Additionally, omnichannel strategies can improve flexibility, engagement, and customer security.

A heightened need for security 

With more people using online gaming apps, hackers are taking notice. Online gambling fraud and cyber crimes are rising, putting players and businesses at risk. Account takeover fraud is one of the most common threats. This happens when cyber criminals access a player’s account and private information. Last year, hackers sold the data of 1.57 million BetMGM customers, including Social Security numbers, addresses, and transaction-related information.

To combat the attack, BetMGM urged players to change their passwords. However, sometimes this is not enough.

Two-factor authentication (2FA) can help gaming companies mitigate these attacks. 2FA requires players to provide two types of authentication to access their gaming accounts. In addition to passwords, players must submit a second form of identification, including SMS codes or biometrics.

2FA provides robust security against account hacks, reducing fraudulent activity by up to 99.9%. Brands that add 2FA to their omnichannel communication strategies make it easier for players to protect their sensitive information. When a player sets up an account or logs in, businesses can send them a one-time pin (OTP) code via SMS to confirm their identity.

This not only keeps players safe but deepens their trust. 2FA also preserves a company’s reputation. 

Superior customer support 

Unlike physical casino locations that offer in-house customer service, online gaming companies use digital channels to support players. With different players preferring different support channels, gambling businesses may struggle to stay on top of every inquiry.

Players get frustrated if they’re having trouble withdrawing their winnings. Nobody likes it when their money is in limbo. Other players may have account issues or questions about which games to play.

Omnichannel communication strategies streamline customer support, ensuring prompt response times for all of these concerns. Players can receive immediate resolutions to common concerns from chatbots, including gameplay questions and account troubleshooting. For more complicated issues, players will be seamlessly connected to human agents. Human-and-bot support teams can better handle hefty inquiry volumes, accelerate response time, and offer more versatility.

Omnichannel communication optimizes customer support by allowing businesses to connect with customers across all platforms. It can also improve bottom lines. Instead of having to custom build a two-way chat function into their own apps or portals, Mitto allows gaming brands to meet players where they already are, including Facebook, Instagram, or WhatsApp

Effective fallback for push notifications 

Online gambling players want to stay on top of their money and opportunities to win big. Many betting companies rely on push notifications to keep players in the know. Unfortunately, push notification rates are meager; the average gambling push notification open rate is just 21.62%. Click rates are even lower, standing at just 3.3%.

With 98% open rates, SMS is an effective fallback for gaming companies. Brands can use SMS to send important alerts, reminders, and notifications. They can also use SMS for promotional campaigns and automated support. 

Ace CX with Mitto’s omnichannel communication tools 

It may seem daunting to open your in-person gaming business online. Mitto’s advanced communication tools make the process feel like a royal flush!

Use Verification to protect customers’ private data and our SMS API solutions to send SMS notifications and alerts.

Contact Mitto today to learn more.