Enteractive CEO discusses importance of the telephone when reactivating players

In the latest issue of Casino International, Enteractive CEO Mikael Hansson highlights the impact a phone call can have on reactivation rates.

Enticing a churned player back onto the slot machines or roulette tables requires that extra bit of effort to make them feel wanted. Sending messages is common practice when retaining and reactivating players, however at Enteractive we find that talking to individuals on personal basis is the most effective tool.

In fact, we estimate this method of communication can actually convert around 30% of players into becoming active again.

Read Mikael’s full article by clicking here

Enteractive to Showcase Retention Solutions at SIGMA

Enteractive to exhibit at stand B198 at Malta’s largest iGaming summit

Enteractive, the leading provider of player retention solutions for the iGaming industry, will be displaying its leading reactivation services at Malta’s largest iGaming show, SIGMA, in November.

The trade conference, held between 22-25 November at the Malta Fairs & Conventions Centre in Ta’ Qali, will see Enteractive showcase its Player Reactivation Service, which helps operators turn churned players into active users through its unique one-to-one personal phone calls.

Located at stand B198, the company will also exhibit its Player Support Offering, which is designed to make sure active players stay on board whilst also significantly reducing the costs of an operator’s customer service helpdesk.

Enteractive’s team will be on hand to guide delegates through the solutions, as well as highlight how the service is working towards becoming compliant with the soon-to-be enforced GDPR regulation, which will require operators across Europe to adhere to strict new laws when handling customer data.

Enteractive CEO Mikael Hansson said: “SIGMA provides us with the perfect opportunity to demonstrate our retention solutions to a key audience and we’re excited to be exhibiting.

“With more markets than ever before becoming regulated and taxed locally, reactivating lost players will become increasingly important for operators in the foreseeable future.

“GDPR will place greater scrutiny on how gambling companies handle customer data and consent, and our services will provide an effective solution when targeting users in a responsible manner and adhere to these strict new regulations.”

 

How the Human touch turns Churn into Return

Enteractive CEO Mikael Hansson argues that despite the digital age of instant messaging, the one-to-one phonecall is still the most effective way to turn churn into return.

Technology dominates the way we interact with one another, whether that’s in a social or business context. Acquiring and retaining customers is no different, with operators using tools such as email, SMS, and instant messaging on a daily basis.

But there’s no guarantee consumers bombarded with promotional communications will have the inclination or time to read them all, such is the frantic pace of modern life. In more cases than not, it’s a lot easier for the operator to get their message across directly by picking up the phone.

For some, ringing a customer directly might feel like an old-fashioned approach, but done correctly with trained staff and it can be a powerful engagement tool. Not only can you build up a personal relationship, but it’s also proven to have a powerful impact on turning a churned player into an active user.

 

Reactivating a lost user

With rising acquisition costs, many operators are now placing much more emphasis on retention. However, keeping users engaged is just as big a challenge, particularly with rising competition in the industry.

And when the unfortunate but inevitable churn does happen among certain players, reacquiring them can be very costly.

At Enteractive, we believe that one of the most effective ways of bringing those lost players back to the fold is to speak to them on an individual basis. Through a simple phone call, you can build up a relationship much quicker than a generic email bonus offer or push notification.

Our dedicated and trained team ask individuals what kind of content they prefer, and the reasons why they have become inactive. The conversation is effectively a survey and allows the agent to build up a picture of the player’s likes, dislikes, and current circumstances. We ensure that costumers are contacted by agents they can relate to, who share the similar cultural backgrounds in order to create a long term loyal relationship.

Many are still betting or gaming elsewhere, yet a particular operator taking interest in them may be all the incentive they need to return, particularly if the results of the ‘survey’ can be used to tailor a specific bonus.

Reactivating those churned players can be hugely beneficial to a business, and we estimate that such a practice can turn 30% of players active again.

These phone calls can also be highly effective in identifying issues when talking to them directly. Whether this is to do with age restrictions or problem gambling, operators can make note of the individual’s details to be ensure they aren’t contacted again.

 

Roll out the red carpet

Businesses look to make sure their VIP players are treated well due to their high value, but there’s no reason why with our service the VIP experience cannot be extended to the rest of an operator’s customer base in a cost-effective manner. Particularly when firms are looking to differentiate themselves and stay ahead of the competition in such a saturated market, providing a top-notch reactivation service could hold the key.

 

Mikael Hansson is the CEO of Enteractive, the leading provider of player retention solutions for the iGaming industry. He co-founded the company in 2008 and has a wealth of experience in senior management roles. Prior to Enteractive, he was a corporate CFO as well as owner of a consulting/advisory firm.

Everything is better with a slice of Pizza!

 

What do pizza and casinos have in common? In reality, nothing at all. However, combine a Swedish pizza chef passionate about iGaming, with the Maltese gaming firm Fast-Track and you’ve cooked up a mouth-watering online casino – Casino Calzone.

The humorous yet entertaining site is designed to mimic a typical Italian pizzeria, where game bonuses are as delicious as your favourite calzone. All players are greeted by the friendly pizzaiolio Big Cal, who adds a personal touch to the site through his typical Italian personality that is shown through his first person blog.

Sticking to a tasty theme, Casino Calzone is affiliated with actual pizzerias around Sweden. As a welcome bonus, players have the option to start their Casino Calzone dining experience, by redeeming a match bonus in the form of a pizza voucher.

This plate full of goodness has been garnished with industry leading player support powered by Enteractive since December 2016. Through a fully-fledged FAQs section and 24hour live chat support, all players are guided through any queries they might have.

Approaching the one-year mark of collaborating with Enteractive, Casino Calzone has shown a dramatic increase of players which pushed the amount of support needed. On average, Enteractive has ensured that within 44seconds of a support ticket being drawn, 88% of those queries are resolved on first contact.

Each support advisor spends an average of 10 minutes when in contact with a player to ensure they are given the importance and attention they need. Subsequently, this personalised and friendly method further enhances the relationship a player has with the brand through reliability and approachability.

If visiting this uniquely tasty casino has made your stomach grumble, check out Casino Calzone’s stand at this year’s SIGMA event. They will be representing themselves in the best way they know how, through their very own Casino Calzone Pizzeria. Grab a delicious slice of pizza, and learn about what they can offer you.

For more information on Enteractive’s Player Support contact Andrew Foster at andrew.foster@enteractive.se

About
Enteractive is a leading provider of player retention solutions for the iGaming industry. Co-founded in 2008 by CEO
Mikael Hansson, the company’s Player Reactivation Services help operators return churned players back to action, while its Player Support Offering makes sure active players stay on board. Enteractive received its Responsible Gaming accreditation from the Global Gaming Guidance Group and is committed to supporting and augmenting the responsible gaming policies of its operator clients. This includes promoting the awareness of problem gambling, as well as improving prevention, intervention, and treatment. Their clients within betting and gaming include leading names such as Betsson Group and Gaming Innovation Group.

Enteractive appoints former Cherry Group CEO

Fredrik Burvall joins board of player retention solutions provider

 

 

Enteractive, the leading provider of player retention solutions for the iGaming industry, has appointed former Cherry Group CEO Fredrik Burvall to its Board of Directors. Burvall, who stood down from his previous role earlier this year, joins Enteractive after more than ten years at Cherry where he acted as CFO and most recently Group CEO.

Under his stewardship, the operator became one of the most successful brands in Scandinavia, acquiring seven companies during his time, including casino and sportsbook brand ComeOn.

“I’m thrilled to have begun a new chapter of my career with Enteractive, one of the industry’s leading providers of player retention solutions,” said Burvall.

“We have big ambitions to grow the company’s international footprint with our unique and personal offering, which helps operators reactivate churned players and keep them engaged.

“Most operators are focusing on taking in new customers, but forget to focus on the existing customer base, especially the inactive players. I believe that re-activation will be the next big thing in iGaming especially now more markets are being re-regulated and taxed locally.

“Operators probably don´t know what a gold mine they are sitting on. I am sure Enteractive with their IPRs and player retention solutions will be a major player helping operators develop and maintain high margins.”

Enteractive CEO Mikael Hansson said: “Fredrik has an impressive track record within the betting and gaming industry, and his addition to our Board of Directors is a major coup for us.

“During his time with Cherry, he oversaw major acquisitions across all of the group’s business areas, and delivered strong financial results. The rest of the team and I look forward to working alongside Fredrik in what is an exciting period of growth for the company.”

Enteractive’s Player Reactivation Service helps operators turn churned players into active users through its unique one-to-one personal phone calls.

In addition, the company’s Player Support Offering makes sure active players stay on board whilst also significantly reducing the costs of an operator’s customer service helpdesk.

 

Rock Solid Support for Metal Fans

A new iGaming site is rocking the industry with their head banging, base plucking concept, and has guaranteed top support for their players through Enteractive’s Customer Support. This perfect platform for all metal heads is a product powered by FAST TRACK, and is the world’s first online casino designed specifically for all hard rock fans!

“Right from the start, we knew these guys were gonna pour some FUEL on the industry with some fresh ideas to shake things up for the better. We are hugely excited to have them on board and in the immortal words of Led Zeppelin: ‘We cant wait to be a rock and not roll!’,” explains Tore Henriksen, Head of Customer Support at Enteractive.

Upon signing with Metal Casino, Enteractive soon realised that these guys weren’t about competing with other sites, but sought to tune a new chord in the trade. As rocked out by Metallica they adapted themselves to a ‘Life is ours we live it our way,’ state of mind.

Clas Dahlén, Founder and CMO of Metal Casino explained their approach by saying, “Metal Casino speaks out loud, we are the underdogs and we don’t give a sh*t about our competitors’ conventional marketing or offers. Keeping it real and staying true to our beliefs is something most people strive for. Few live up to it. Our members can count on us. As our brand platform describes, we are true, relevant and dedicated to our members and our beliefs.”

With every client, Enteractive train their team of agents to adapt their service to reflect their client’s brand and tone of voice, offering a personalised package.  Hence, their new client offered a fun and different way for the company to deliver electrifying customer support.

 

 

The composers behind Metal Casino consist of music, marketing and gaming experts including former executives from Universal Music, Spotify, Mr. Green, Apple and Microsoft. Simulating an online personification of Metallica, the site offers more than 400 games to play with a few themed towards a rock n’ roll feel. Accompanying the large array of games are unique promotions and bonuses themed as Metal Casino’s World Tour. This journey is a particularly exciting and unique aspect of the site. Just as a band travels on a world tour, the site will transport players to 50 stops around the world, including 5 different massive stages to perform at.  Join the loyalty programme, and it will guarantee to pull even the most experienced gamblers towards the site.

Tying in with the band tour theme, Metal Casino has its own soft currency referred to as MetCoins. Acquired through playing, the currency may be used in the site’s Merch Room in exchange for deposit free spins, instant cash or no deposit free spins. However, in true Metal Casino style they’ve added some rockin’ extras which can be purchased, such as customised merchandise and exclusive tickets to meet the world’s biggest Metal bands and artists.

 

The games offered by the music themed site are mostly jackpots, video slots, table games and live casinos. The games are supplied from the most renowned developers in the industry including Thunderkick, Microgaming, Betsoft, NetEnt, NYX, Edict and Red Tier. The variety in games will provide a constant draw to all players, ensuring all will want to jump on the tour bus.

For more information on how you can partner with Enteractive for Customer Support, contact Andrew Foster at andrew.foster@enteractive.se.

 

 

Enteractive Receives Responsible Gaming Accreditation

Enteractive Malta has received an accreditation that places them a cut above the rest. The Global Gaming Guidance Group – G4s, has awarded Enteractive with the Responsible Gaming accreditation after receiving an audit by the company, which included interviews and reviews with Enteractive staff and managers.

“G4 is very happy to have Enteractive on board. Enteractive, not being an operator, but working in the iGaming industry and having the greatest attention to Responsible Gaming is a sign of excellence. The board of G4 is extremely pleased with the efforts made,” stated the G4 team.  

Responsible gaming stands as a central pillar for all Enteractive’s agents that work on both Reactivation and Customer Support. As their mission statement explains – ‘Enteractive is committed to endorsing our customers’ responsible gaming policies and efforts including promoting the awareness of problem gambling and improving prevention, intervention and treatment.’  From initial training, agents and support staff undergo a General Awareness session, where they are taught to maintain and ensure that this code of practice is integrated as part of their daily operations

COO of Enteractive, Mr Padidar explains, “We are very pleased to have received the Responsible Gaming accreditation from G4, the Global Gambling Guidance Group. We believe it is our duty as a responsible partner to keep up to date with our costumers’ policies through constantly working towards the highest responsible gaming standard amongst all our clients. We will continue to root responsibility as one of our core company missions“.

In order to uphold these principles, Enteractive has set strict procedures that are followed when dealing with all clients. If any leads show warning signs of gambling problems or issues with age restrictions, contact is immediately terminated and reported to the client. Our customer support is also trained in guiding players through different possibilities and tools to restrict their gambling if they wish to do so. This can be anything from setting limits on losses and deposits, depending on the individual client.


However, Enteractive understands that in order to uphold responsible gaming amongst their clients, precautions must also be taken amongst their staff. Working within the iGaming industry may make it easier to be confronted with gambling problems. Therefore, from commencement of employment, all staff are briefed on what they can do if they feel they might be experiencing gambling issues. With an open-door HR policy, all employees are encouraged to speak up about any issue and will be guided on how to seek professional help.

Customer Support Signed with the Speakeasy Joreels

The swinging 1920’s juice joint Joreels has just signed a Customer Support deal with Enteractive. Launched by Fast Track, the latest member of the online gaming arena is owned and run by MT Secure Trade limited and regulated by both Malta Gaming Authority and the UK Gambling Commission. This new ‘cool, calm and collected’ casino has hit the UK market hard by outperforming it’s estimated growth. With its crisp, 1920’s cartoon like design and array of 700+ games from over 12 leading suppliers, the casino appeals to both professional and new players in the market.

Accompanying the casino’s ‘razzmatazz’ and ‘bonuses always buzzin’ concept, Joreels now boasts market leading Costumer Support through Enteractive. The player support services ensure all active players get the help they need, when they need it. If any customers encounter any problems whilst playing at Joreels, a support option is available with a great FAQ section, numerous Q&As and a Live Chat feature which connects to a 24/7 live chat support agent. The fully customisable widget, offers a unique approach to personal and individualised costumer care.

 

Experts in the field, Enteractive know that quality relationships with players creates 10 times longer and more valuable connections. Through thorough research, the Support team focuses their guidance based on the brand, culture and above all client demographics. The key is that agents and players share the same cultural background, allowing for a long term, trustworthy relationship. It is all about utilising their internal skill sets to ensure that players are taken care of the right way – the Enteractive way.

In the short time Enteractive have offered their services to Joreels, the casino has positively surpassed all forecasts and projections. With continuous traffic growth, Enteractive have seen a substantial increase in new players, resulting in a growing demand in support staff to accommodate the abundance of Joreels’ customers. Whether the casino’s fun design and peculiar gangster mascot is responsible for the remarkable growth of the site, it has definitely presented a new and quirky edge to the online gaming portfolio. Setting itself apart through a unique approach, plus offering games that accommodate all players from professional to beginners, Joreels is showing the potential to become a leader in the market. Don’t miss your chance to pick up your Free Spins and 100% Match Bonus by simply registering here: https://www.joreels.com



 

Enteractive CEO Mikael Hansson interviewed by Calvin Ayre

Acquiring new players is a main driver of marketing plans across every operator in the iGaming space, some would even say it’s the number one driver.  As the global gambling market becomes more and more saturated, especially within more established markets such as the UK, we’re now seeing a shift in focus from acquisition to reactivation of existing players, or ideally a mixture of both…

Watch or read the full interview here: http://calvinayre.com/2017/01/26/business/beckys-affiliated-personalization-key-player-reactivation-mikael-hansson-video/