Average CS response time?

[SlotMonster]

I'm curious about what's the average response time from Casino's SC you'd accept?

Should casino reply you immediately or you can just wait until the issue is fixed?

Thank you for your replies.

 

[Nate]

I'm curious about what's the average response time from Casino's SC you'd accept?

Should casino reply you immediately or you can just wait until the issue is fixed?

Thank you for your replies.

For Email:

It helps if the Casino replies to acknowledge that they are working on the matter within the first 10 minutes. If I receive no reply, I become impatient. A generic response is crappy and I prefer a support member assuring me that my query is being attended to.

For Live Chat:

One of the most annoying things is waiting in Live Chat while the operator does not reply for 5 minutes. I wish they could sometimes tell you to hold and that they are busy. It seems like the connection dropped when there is no reply.

Nate

 

[ksech]

For live chat:
I've had times where I sat on live chat for very long periods (once it was over 2 hrs. I wanted an answer and was furious by the time I actually got to talk to someone). I don't think this is good CSR, response time should be within 1 or 2 minutes.

As far as emails go:
Answer me within a half hour to tell me you are aware I have a problem and are working to fix it. And forget the auto-generated responses. I much prefer talking to a real person.

 

[Repro]

I think it depends on what's going on.

First of all i think waiting more than 10 minuten to get to a live support agent is unacceptable, unless there's a counter that tells you the average waiting time/queue upfront.

Email should always be confirmed within 10 minutes and some sort of reference number.

Issues involving tournaments should be fixed right away if a player already started it (for obvious reasons). Also problems where the moneybalance is questioned should have priority.

Bonusissues and problems with a new signup should have lower priority IMO, but should still be solved within an hour.

Real technical problems - for example concerning the software - may take longer, but should be solved within a few days.