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Running for over 150 years, the Cheltenham Festival kicks off today, gathering the most talented horses from Great Britain, Ireland and overseas.


The four-day festival is regarded as one of the largest betting events in Great Britain and attracts plenty outside the race-going regulars to take notice. Comparable to Ascot, Cheltenham Festival however lacks the high style perspective, by offering a more relaxed ‘cap and coat’ backdrop to the festival.

Nonetheless, what the event lacks in high society dazzle, it makes up for in high stakes. Millions of pounds will change hands on each and every race by punters, either through traditional bookmakers or online from around the world.

With many online bonuses launched ahead of the festival, many betting sites will compete to attract players by offering free bets, double winning and incentives to their players. For those seeking to place a simple bet during Cheltenham, the abundance of races will offer an array to choose from with guided odds for each. Following through to Day 4 of the festival, the Cheltenham Gold Cup offers a fascinating class between up-and-coming chasers and more established household names. Willie Mullins younger chaser, Kemboy, has been placed at tips favourite to win with staggering odds of 11.0.

However, whilst the build up towards the festival may take a lot of man power, operators shouldn’t overlook the importance of top quality customer support to further enhance their players’ experience.

Why shouldn’t your support strategy be overlooked when gearing up for a betting event?

  1. Increase in first time players and churn
    Festivals or short ‘non-committal’ betting events will see a high increase in first time players, who will need more guidance on your betting site than regular players. They may struggle with simple account sign ups, to simple explanation of betting guides.
  2. Real time support
    With only 40 minute intervals between races on all four days, betters will require instant feedback on any queries. Hence why, offering an offline or delayed support solutions through a platform like email will cause issues and frustration within your player base. Enteractive boasts an impressive 45second chat response time with 85%+ first contact resolution, ensuring all players get the help they need, when they need it.
  3. Bet qualifications
    With the above mentioned increase in first time players, each user will need to abide by many different wagering combinations. Having staff on hand to qualify bets or offer wagering guidance is of utmost importance to ensure a higher player satisfaction rate.

Whether you’re gearing up for the next big betting event, or simply setting up a new online casino, don’t let poor customer support effect your player experience. Get in touch with us today to ensure your players fall in love with your customer support.

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