Is customer experience still important for online casinos in 2024?

More and more providers are launching into the casino industry, making it more competitive every wake of the day. And if we were to consider statistics, Statista valued the global casino and online industry at $305.8 billion in April 2024.

In another place, Technavio anticipated the market to grow by a CAGR of 3.2% for the next four years. With many individuals eyeing this market, what are you doing to stand out as a game provider?

Offering engaging customer experiences is, agreeably, one of the greatest strategies. Every great business owner can actually agree that customer experience is the lifeline of any successful business. You definitely want to find value for your money as a customer.

It is no wonder iGaming companies like Betway Casino are adopting innovative measures to ensure players can find experiences that keep them returning. Reading on, you will get insights into why customer experience still stands as an important aspect of business in 2024 and other important details.

The importance of customer experience

Just imagine that you were participating in your favorite game at 12 midnight, and something that needed help from the support staff happened. Would you prefer to wait for hours before the issue is resolved or receive instant feedback?

Most probably, you would want a near-instant response, especially if the hitch interfered with a major part of your gameplay. Well, according to Zonka Feedback, you are just part of another 90% of customers who think such experiences are important aspects of customer service.

Actually, many customers say that 70% of their journey is based on how they feel they are being treated. Realizing this, casino companies, including Betway Casino, have been incorporating features like live support, numerous game selections, easily navigable interfaces and more to stand out.

Do you actually know that, according to Zendesk, companies that focused on customer experience saw an increase in revenue of up to 80%? The report went on to further state that brands that provided customer-centric encounters experienced higher profits of up to 60% than those that didn’t.

It is clear enough that customer experience is not something that you can ignore, as about 90% of businesses plan to make it their primary focus – proving the importance of CX.

Why would you not want to enhance your customer experience when acquiring new players has become quite expensive? In fact, are you actually aware that getting new players can cost at least five times more than retaining them? The casino industry has become quite competitive, so you cannot afford to turn a blind eye to CX.

How can you enhance your platform’s player experience?

As you may know, providing tailored experiences that cater to the unique tastes of your target audience can be a great way to stand out in this market.

Just recently, LaneTerralever conducted research and found that only 32% of players were willing to give a casino a second chance to make amends for their poor customer experience. So, how can you get started?

Offering consistent experiences on multiple devices

Thanks to tech advancements, players can now access similar casino experiences on multiple devices. And as a player, you don’t want to keep pinching or zooming just because you changed your gaming device.

Whether you are gaming on a laptop or a mobile, you want a seamless experience. If players don’t find such experiences, most of them might leave your platform, just like 73.1% of web designers claim.

The same survey by LaneTerralever highlighted that 74% of players wanted the casino they visited most to have a mobile app.

At least, with this, you can play anytime, anywhere, and such are the experiences that companies like Betway Casino focus on offering. That way, you won’t have to wait until you are at a specific place before you can play.

Diversifying product portfolio

Playing the same game over and over can get boring. Always consider adding different game genres to widen your game variety. And, of course, diversifying is never harmful because you will now be able to reach a wider audience.

For instance, there are players who may specifically want live immersion, while there are those who don’t mind spinning the wheel in a completely digital world.

How do you ensure you do not miss out on any of those preferences? By offering diverse game products. Let us consider Betway Casino, for instance. The company offers different casino genres, and if you also want to bet on your favorite sport, the platform also allows for that.

One thing we can never deny is that the casino industry is rapidly changing. Players are always changing their preferences as providers and developers come up with high-tech games to stay relevant. What about if one of your new games is not well-received in the market?

If that happens and you have many others that are performing quite well, that can always cover up the losses. And that is why Betway Casino, for instance, integrates numerous game options to enhance its profitability.

Final words

At this point, you actually agree that customer experience is not something you want to ignore. More gamers now prioritize how they feel while playing and this might actually be a good opportunity to connect them.

With most of them seeking customer-centric products, CX will definitely remain important, not just in 2024 but in the years to come as well.