BetVictor new software to track customer interaction

BetVictor has integrated new software from analytics firm Glassbox, enabling the Gibraltar-based operator to track each customer interaction with its apps and sites.

The software records every single customer session, meaning it can replicate exactly what is shown to the customer at the time of placing a bet.

The partnership is intended to help BetVictor resolve any disputes quickly, and identify issues or bugs on the front end.

“It was a very successful implementation and we had great support from Glassbox”, said Kay Fenemore, head of customer service at BetVictor.

“Because Glassbox doesn’t require tags, it needed minimal effort from BetVictor and now we generate reports and funnels without the need for specialist support or having to make changes to our website, so we can focus on our customers”, Kay added.

According to a statement from the two firms, Glassbox will “significantly reduce” contact centre and IT website support related costs and improve customer service.

“BetVictor needed a solution that would give them tamper-proof information showing exactly what the customer did and was shown,” said Yaron Morgenstern, CEO, Glassbox.

“We can already see many more use cases where Glassbox will realise significant operational benefits to BetVictor as well as enhancing their customers’ experience”.

Earlier this month BetVictor also appointed a new creative agency ahead of a marketing push for this summer’s World Cup.