Support for players

When a bingo player needs assistance, it is imperative that a bingo site’s player support is both readily available and actually able to help. Over the years, we have encountered many a bingo site where it was difficult, bordering impossible to solicit a response from player support. Likewise, we have also regretted receiving a response from the support team, as they were just not helpful.

When we assess bingo sites for their player support rating, we fully expect that there are a number of ways to contact the support team. We also expect that the support team is knowledgeable in their job. Additionally, we expect that the site’s support team is quick to provide a useful response.

How to contact a bingo site’s support team

Our strong preference is that bingo sites provide live chat support, as well as telephone support and email support to their bingo players. For immediate needs, players should be able to choose whether they prefer to type their problem or telephone their problem to player support when they have “real time” issues. Those players who have an issue that is not time sensitive in nature can send an email. However, when there is a pressing problem, email support simply will not cut it.

Bingo sites who do not provide multiple avenues of “real time” support cannot receive an “A” in the player support category.

We also prefer to see a strong set of support-related “Frequently asked questions”. While this is a strong preference, the FAQ should not replace live support or email support. Some issues players encounter are not cut and dry. Additionally, many players prefer (and quite frankly deserve) real assistance by real people rather than being forced into a self serve queue.

Knowledgeable support team

At any bingo site we recommend, we expect the player support team to know their business. If we get the feeling that the staff is reading from a queue of canned responses, we cannot possibly rate the staff as competent. Bingo players deserve more than a call centre who deals with many different industries. Online gaming is a specialized field and the support team must possess intimate knowledge of the industry.

We feel strongly that the first level of player support should be able to solve the bulk of the issues a player presents to them. If the support team does not possess such a level of knowledge or does not have the ability to fix the bulk of the issues they encounter, we cannot possibly rate the player support of the site we are analyzing with a competent grade.