Support

[Artevelde8]

Now, I'm not sure whether my topic fits this category, but here goes.

For the second time now, a bet of mine was placed on wrong odds because of a technical error (the bet was validated after a goal was scored which was invalidated due to offside but only later the website realised it and had it changed back, and the bet did not get invalidated later on). The first time, a few months ago, I used the live chat and I was helped very politely and very swiftly. That's why I did exactly the same thing again, to find out that things were handled quite differently now. 

First of all when I got on the live chat, the person from customer support told me that he was trying to help several people at the same time so it could take some time before he'd answer. He also asked me  to provide some personal information while waiting. I did this, waited about five minutes to then have him ask "would you provide me with the personal information?" again, on which I replied I just did and he would go "Oh, I see".  After this he told me to give him the coupon number of my bet. I did and he answered the number was invalid. I checked again and said that I could not find another number. After a bit of wait he said the number was right after all. After that he told me I'd get my response through mail within 5 days (last time it was handled within five minutes) so I thanked him and asked whether I could close the window. Seeing I then had no response for minutes, I simply closed the window.

So that gets me to the point of this topic. I'm sure that mistake and him asking me twice about information could easily have been prevented if only he would handle one person at a time? Clearly he wasn't such a multitasker, which caused him to make mistakes or to waste time asking something that has already been answered, and on top of all, it made him seem a lot less professional, and eventually his answers seemed rather impolite to me as if he seemed frustrated and in a rush. So why does he handle several people at the same time? Does he choose to or is he supposed to? Because this really does not seem efficient to me. It also made me wonder whether my question was handled as it should be and I'm hoping that he forwarded it correctly so the bet can still be invalidated as it should be.

Further on, I obviously felt like giving feedback like which I did now, which made me wonder why I don't get asked to fill in a survey of how satisfied I was about the support, like some other websites would do. That made me end up coming here.

[IanG94]

You can fill in a survey on Unibet, you've to click the yellow button (with a thumbs up sign) at the bottom on the right side.

This is available on different pages on Unibet.

[radge1]

I've had this problem on live chat before...I suspect there is a target to respond to an enquiry in a set time...to meet this target the agent repeatedly asks the customers for personal info to defer actually addressing the question...the agent is therefore meeting his target but the customer gets a crap service. 

[Artevelde8]

Thank you for the responses.

First of all, Ian, I've noticed that button but this seems merely to give feedback about the website. I was more thinking of a direct survey to fill in about the agent who helped me, so every agent gets rated by the people he supports so unibet can see how well they seem to be doing and where they could improve. 

And I understand that radge, but I believe that one can help more people by simply helping one person at a time. Like you're saying, he's asking it several times even when I've answered it. He then made a mistake losing even more time. I'm quite certain that he can reach his target a lot faster and a lot more efficiently by helping one person at a time swiftly with 100% focus instead of helping two people with 40% focus each and wasting time having to repeat things and making mistakes because that lack of focus. Wouldn't you agree? I am quite certain helping several people at the same time ends him up slowing down. And on top of all, I indeed get a crappy service.

Though I have to say he did send through my request to the right department, and this morning they invalidated my bet as I expected, and not in the 5 days he told me it could be. So in the end I did get helped effectively, though just not as professionally as I had hoped.

[BonusPater]

, I'm truly sorry to hear about this bad experience of yours! 

The four weeks with the Euro Championship are the, beyond comparison, busiest weeks for our Customer Support - every two years, we see a huge spike in the traffic (WC and EC). A lot of work has been put forth by our team in Malta in the last couple of months, to be ready for this event. However, during peak hours or when there is a technical issue, the traffic can, for a short period of time, become a little too much. During the first week of the Euro Championship, we had much more than twice the number of contacts we're usually seeing. 

Of course the increased traffic and busy times shouldn't lead to such a bad service experience! This is obvious, but the agent should never ask for information that has already been provided.

As for handling multiple chats, this is simply a necessity, and it is much more effective than handling just one chat. If the agents were to handle just one chat at a time, you'd be waiting in the queue for 2-4 times longer, before being connected to an agent. Most of our agents can handle 3 chats at a time without a problem - you'll usually never notice that they're speaking to other customers while helping you.

I've forwarded your feedback to Customer Support management and will look further into your specific contact.

Rather than asking you to complete a survey right after the contact, we trigger an email about a day later, where there'll be a link to a survey. This is simply done to get more accurate results - happy to explain more in detail, if you'd like to know more about this :)

I'm glad to hear that you did get your issue resolved fairly swiftly after all :)

[Artevelde8]

The thing here is, after he asked me to provide him with my personal information, it took about five minutes before I would get the next response, which was again to provide him with the information I already did. After that, the conversation was a little quicker apart from a few times where it took a minute or two, but when I asked whether I could close the chat, I simply didn't get a response at all anymore.

So then I don't know about others, but I would much rather wait ten minutes or longer in a queue rather than already being accepted in the live chat quickly to then only get a response every few minutes. I would feel more cared about if that makes sense, because like this I felt like just another person he had to help quickly with his mind on a lot of things, which eventually worried me whether the actual issue I tried to bring up would be handled properly.

I feel that the quality of the support is much more important than the time you have to wait to bring up your issue. I mean, this isn't like calling the hospital where every second counts. I doubt there are a lot of issues that require a very quick response in order to be resolved. But again, that might be just how I feel.

Last time when I contacted customer support for a very similar matter, a few months ago, the person who helped me actually gave me the feeling that I was heard and my issue would be handled with care, while it was pretty much the opposite now. I understand that it would probably have been a less busy period, but I feel as if that should certainly not downgrade the quality of the support. Frankly, arrogant as I can be - because I understand how hard it can be for these agents at times - this experience even made me take a glance at the job openings thinking I would love to attempt doing better, to then only be scared off by the experience required. That does say something about my dissatisfaction.

Either way, thank you for your reponse, and I'll happily wait for that mail.

[BonusPater]

I agree with pretty much everything you're saying. However, it's not an either or - you can get connected to an agent fast while still being helped in a professional manner. As mentioned in the previous post, it's usually not an issue for the agents to handle multiple chats at the same time. A great example of this is when you contacted us in May and had a good experience: the agent was handling 3 chats when he spoke to you :)
If the agents were to handle just one chat at a time, you're likely to be waiting in queue for between 30 and 60 minutes.