4 min read

Sportsbook Providers and Customer Support: Best Practices for Resolving Issues

Altenar, a sportsbook solution provider, has ample experience within the sportsbook and iGaming world, with a vast and always-expanding knowledge on a host of aspects within this field. 

As a result, the provider has refined and defined its customer support practices over the years, and has made sure that listening to its customers has taken the forefront of decision making and problem solving. 

You can discover more about Altenar by contacting the team today, or visiting the sportsbook solutions provider at one of many global expos throughout the years; don’t miss out on putting your best foot forward with Altenar’s flexible and stable sportsbook solution. 

This article will take a look at some customer support best practices and essentials for sportsbook providers, and how you’ll experience a tier-one partnership with Altenar. 

Speaking with Altenar’s Trading and Business Support Coordinator on  the value of excellent customer support, it became clear that this addition to any business is vital to its overall success, and you can read more about this in the interview below. 

What would you consider to be some of the more important aspects of customer services when it comes to customer satisfaction?

“First of all, I believe that customers appreciate accurate and timely responses to their requests. Using our knowledge and experience we must understand the customer's needs and help in any way possible. Second, a proper follow-up to their queries could help us improve CX and overall trust in our service.”

How does Altenar’s customer service process help to keep clients loyal to the product?

“Trust is built over the long term by maintaining high levels of excellent customer service. Customer requests should be treated with due care and customers themselves should feel that we are capable and persistent in handling effectively anything that comes up.”

What’s your background in customer service and why is this the field you chose to be in?

“I started in the department of customer service in a telecommunications company. The common characteristics of the two industries in customer support and my love for sports guided me to choose this field and to adapt relatively quickly to its increased demands.”

What are the benefits of customer service to a sportsbook solutions provider?

“Excellent customer service can help us build a strong reputation, gain a competitive advantage and build brand loyalty. All of these benefits contribute to the long-term success of a sportsbook solutions provider.”

Further Insights Into Customer Support | Altenar & You

Establish Communication Channels


Providing your clients and partners with channels of communication (phone, email, live chats) can ensure that your clients feel like they can contact your company and account manager whenever, and if-ever, a problem arises that needs immediate attention. 

Altenar implements this practice, and the sportsbook provider’s partners will benefit from a dedicated account manager that is accessible promptly for all sportsbook needs.

Resolving Issues Promptly


As a sportsbook solutions provider that offers 24/7 services, it is likely that prompt problem solving and issue resolutions will be needed. With Altenar, partners and clients can rely on Altenar having the necessary resources and authority to resolve the issues you may experience. 

As a partner of Altenar you will have unlimited access to your dedicated account manager.

Helping to reduce any frustration and increase overall satisfaction with the sportsbook solution and the services provided by Altenar.

Keeping Your Clients Informed

Ensuring that your partners know the status of their issues, the steps taken to resolve it and regular updates on these can help to reduce client anxiety and demonstrate that your company offers aftercare for the products you sell. 

With Altenar, you’ll receive tier-one products, services and aftercare; contact the team today!

Empathise With Your Clients

Showing empathy and acknowledging concerns is vital in building a trust-filled rapport and increasing their satisfaction with your service. At Altenar, people are at the core of everything the award-winning solutions provider does from employees to clients and their players.

Follow Up

Once the issues have been addressed and resolved you client support staff will follow up with the client to ensure that the resolution was to their satisfaction. This simple gesture can promote client loyalty over time.

Train Your Customer Support Members

Making sure that your customer support employees are trained in a variety of situations, issues and hold the necessary knowledge and information to resolve them is paramount. A way to ensure the continuing success of your support teams is to provide ongoing training and update them on company policies or changes to technologies and products.

Brief Overview: 

  • Respond promptly
  • Listen actively
  • Empathise with the customer
  • Provide clear and concise answers
  • Offer solutions
  • Follow up

You can discover more about Altenar’s sportsbook solution and how it can benefit your business by contacting the team today!

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