Email Responses

SBR Email Response Test: September 9, 2014

Objective: To test the speed and effectiveness of sportsbook customer service by email.


Test Email Submission

Hi! I'm looking to open an account with a new sports book, and I was wondering if you could help me out with a few questions: 1. Do you take bets over the phone? Through what number? I'd like to use a visa debit card to deposit. 2. What is the minimum deposit and the minimum I can bet? 3. What is the maximum payout I can receive? How long does it usually take? 4. What's the rollover on your first deposit bonus? Thank you! Jack

Response time: 60 min or less 1-2 hours 2-4 hours 4-24 hours over 24 hours None
Grade: A B C C- D F
customerservice@heritagesports.com

Sent: 02:03 PM (Sep 11)

Received: 02:36 PM (Sep 11)

Time Elapsed: 33 minutes

Email Test Grade: A+

Comments:

Quality of Response: Very Good

Comments: Short and to the point. Jack was satisfied the message was conveyed in a straightforward manner leaving no room for misunderstandings, as this was saving him time.

Response

Jack Jones, A customer support staff member has replied to your support request, #xxxxx with the following response: Thank you for your inquiry regarding a new account with Heritage Sports. We are a private, invitation only book and at this time not taking on any new accounts. If you have recently received an invitation from us, please feel free to call us at 1-888-444-9933. Thanks again for your interest in Heritage Sports. We hope this response has sufficiently answered your questions. If not, please do not send another email. Instead, reply to this email or login to your account for a complete archive of all your support requests and responses.
support-eng@customerservices365.com

Sent: 03:04 PM (Sep 8)

Received: 04:31 PM (Sep 8)

Time Elapsed: 1 hr, 27 minutes

Email Test Grade: A

Comments:

Quality of Response: Very Good

Comments: Although the answers felt a bit canned and detached (They didn't address him by his name on the reply), the answers for his questions were made available promptly. Since Jack is aware he did not provide enough information to be able to get specific answers, he is satisfied with the service provided.

Response

Dear Sir or Madam, All of these questions can be answered via our Help section or Terms and conditions and they will vary based on your location and currency. If you would like to confirm your country and currency I would be happy to provide more details. 1. We do take bets over the telephone. The correct contact number can be found under http://help.bet365.com/en/contact 2. http://help.bet365.com/en/payments - You can view minimum deposits for all payment methods here, minimum bet amounts are to win at least one unit(0.01) of currency. 3. http://help.bet365.com/en/terms-and-conditions - The maximum payouts can be found by pressing Ctrl + F on the keyboard and typing 'Maximum Winnings' 4. The rollover for an Opening bonus should you qualify for one would usually be three times the deposit and three times the bonus, however this does vary and may not apply to any offer you might be entitled to. I hope that this has been useful for you, please reply with the further details requested should you wish for less general information. We look forward to hearing from you. Our team are available 24 hours a day by Live Chat, via email support-eng@customerservices365.com or call +44 1782 684757 and we will be pleased to assist you. Kind regards, Katharine B The bet365 Team
csd@pinnaclesports.com

Sent: 02:58 PM

Received: 05:10 PM

Time Elapsed: 2 hrs, 12 minutes

Email Test Grade: A-

Comments:

Quality of Response: Good

Comments: Although the questions Jack presented were answered, the message felt distant and canned. Although these are not major issues, it would have given Jack a better impression if the representative provided the links to the pages mentioned, addressed him by his name, and avoided ending the message on a negative note.

Response

Dear Sir, We kindly inform you, that Pinnacle Sports is only available via email so you can only place wagers on the internet. We do accept Visa debit cards as a deposit option. Regarding payment methods, please refer to our site for the different options we have to deposit and withdraw. The minimum and maximum wager amounts on all sporting events are determined by Pinnacle Sports and are subject to change without prior written notice. Pinnacle Sports also reserves the right to adjust limits on individual accounts. For this reason, clients are allowed to make more than one maximum wager. Pinnacle Sports no longer offers a welcome bonus to new players. Kind regards, Customer Service Department Pinnacle Sports
cs@sports-helpdesk.com

Sent: 03:12 PM (Sep 8)

Received: 05:14 PM (Sep 8)

Time Elapsed: 2 hrs, 2 minutes

Email Test Grade: B

Comments:

Quality of Response: Average

Comments: Jack was a bit taken aback at first by the obviously canned response that did not even try to address his questions -or him for that matter- but clicking on the LiveChat link proved to be a pleasant and quick experience in which all his questions were answered within a couple of minutes. Although Jack would have preferred an email response instead of the hurdles, he feels satisfied and believes the minor inconvenience can be overlooked in this case.

Response

Dear Customer, Thank you for contacting us. To help you with all this questions please contact us over the phone or chat. Please feel free to contact us if you have any additional questions. Sincerely, JC Customer Service Representative [LiveChat Link provided]
support@sportsinteraction.com

Sent: 03:13 PM (Sep 8)

Received: 05:48 PM (Sep 8)

Time Elapsed: 2 hrs, 35 minutes

Email Test Grade: A+

Comments:

Quality of Response: Excellent!

Comments: Jack was delighted by the complete and straightforward manner in which all his questions were answered, as well as the professional yet personalized service he received from Marc.

Response

Hi Jack, 1. do you take bets over the phone? through what number? Unfortunately, we are not licensed to place wagers over the phone however, you we do have a mobile website which is m.sportsinteraction.com I'd like to use a visa debitcard to deposit. 2. what is the minimum deposit and the minimum i can bet? The minimum deposit is $20 and the minimum bet is $1. 3. what is the maximum payout i can receive? and how long does it usually take? The maximum withdrawal is $7500 and it takes 2-3 business days to be credited to your bank account once it's been processed. 4. what's the rollover on your first deposit bonus? The 100% first deposit bonus up to $100 has a 10 time rollover on deposit+bonus. For more information on rollovers, please refer to the following link: [LINK: What's a 'rollover' or 'turnover' or 'wagering' requirement?] Jack, please take a minute to rate my service by clicking the button below. This feedback goes to my supervisor. Thanks! Please feel free to contact us if you have any additional questions. Talk soon, Marc
info@5dimes.eu

Sent: 02:57 PM (Sep 8)

Received: 06:16 PM (Sep 8)

Time Elapsed: 3 hrs, 19 minutes

Email Test Grade: A

Comments:

Quality of Response: Very Good

Comments: Jack was blown away by the detailed answers and personalized service his inquiry was shown, and has not ruled out opening an online sports wagering account with 5Dimes after this customer service experience.

Response

Greetings! We do take wagers over the phone. The number is 1-866-924-3772. The minimum deposit amount you can make using a visa card is $50. Sports wagers may range from a minimum of $0.50 to a maximum of $5,000. 5Dimes reserves the right to reduce or exceed these limits at any time on any wager. Feel free to see all options available to redeem funds in north America: http://www.5dimes.eu/fundingMethods.html All details about limits and time frames can be found there. If you are playing from the US then you need to complete a one time roll over of each deposit. If you aren't then it's a two time roll over. Best regards, Adam! Customer Service 5dimes Group
support@willhill.com

Sent: 03:09 PM (Sep 8)

Received: 07:02 PM (Sep 8)

Time Elapsed: 3 hrs, 53 minutes

Email Test Grade: A+

Comments:

Quality of Response: Excellent!

Comments: Jerry T. proved to be a great asset for William Hill, providing prompt and thorough answers to all of Jack's questions, and going out of his way to provide links that will expand on the details already provided. Jack believes very little can be improved on the service he received.

Response

Hi, Thank you for your email. We appreciate your interest in creating an online account with us and we look forward of having you. We are pleased to confirm that William Hill is the UK market leader in telephone betting, with over 100,000 active customers. Our telephone betting service offers a quick and easy way to place your bets, whether you are at home or on the move by calling our freephone at 0800 22 33 11 (UK) / +800 11 22 33 11 (Outside UK) We have a £10 minimum deposit and currently, we have a promotion for visa cards allowed to deposit £5 that ends on 10/04/2014. We have a minimum bet (unit stake) at sports.williamhill.com is 3p for singles and 1p for multiple bets, or the equivalent in your account currency. The maximum stake is determined on a bet-by-bet basis. For this reason, we cannot specify the maximum amount you can bet in advance, but we do have maximum winnings (https://williamhill-lang.custhelp.com/app/answers/detail/a_id/2063#Sport2) limits. All deposits reflect immediately, except for bank wire and cheques. We hope this answers your query. Should you have further questions or concerns, please do not hesitate to contact us via e-mail at support@willhill.com or via our Live Chat facility. We are here to assist you 24/7. Kind regards, Jerry T. Customer Services William Hill Online
replies@betfair.com

Sent: 03:07 PM (Sep 8)

Received: 03:35 AM (Sep 9)

Time Elapsed: 12 hrs, 28 minutes

Email Test Grade: A

Comments:

Quality of Response: Very Good

Comments: Jack stated he felt this was a very professional yet personalized response that did address all of his concerns. He was satisfied by the service received.

Response

Hi Jack, Thanks for your email. There is a lot of factors around this that can affect it all for example (your location) this can have a major swing in what you have access to on our website, how you can fund your account and the charges. I am going to assume that you are in the UK and answer you question to the best of my abilities. There is not a phone line to place bets on the sportsbook but there is a phone line for exchange betting. The minimum deposit by debit card is £5.00 or $5.00 however some cards are slightly different. Have a look the link below and you will see the different payment methods and the guidelines behind them. Withdrawals can take between 2-5 working days to process. The minimum bet is £0.10 or $0.10 depending on what currency you use. https://payments.betfair.com/eunitedkingdom_gbp.htm The maximum payout is determined by the market, on the exchange there is no maximum and for the sportsbook it is generally around £1mill or $1mill. There is no deposit bonus currently available but there are no rollover's which you need to apply if you gain bonus credit from us. Let me know if there’s anything else I can help with. Or maybe our FAQs will come in handy? We love to tweet too; find us @BetfairHelpdesk. Thanks, Shadoe Muller Helpdesk Tel: 0344 871 0000 Ireland Tel: 1800 944 000 Australia Tel: 1300 238 324 International: +44 203 059 8888
cs@sportsbetting.ag

Sent: 03:03 PM (Sep 8)

Received: 04:14 AM (Sep 9)

Time Elapsed: 13 hrs, 11 minutes

Email Test Grade: B

Comments:

Quality of Response: Good

Comments: Although it was obvious to Jack that Kaykay was not a native English speaker and was also probably a bit overburdened at work (note the repeated phrase toward the end, as well as a couple of typos and basic errors), he admits his questions were answered to his satisfaction.

Response

Hi Jack, My name is Kaykay from Player Services. Hoping you are well by the time you receive this email. The answer of all of your questions is the following. 1 We only takes bet over the phone if you have an issue other wise al bet need to be done on the website, the phone number is 1-888-843-9027, you need to make sure that the visa debit card is available for international purchases. 2-Minimum deposit $50.00 and the minimum that you can bet through the website is from $1.00 up, through the phone with an agent the minimum you can bet is from $25.00 up. 3-The minimum payout that you can request is for $50.00 via Western Union or Money Gram and it takes 12 to 36 hours to be ready from the moment it is approve. 4-The rollover for all deposit is a one time. We do appreciate your business, and we want you to have a great playing experience with us. If you have any other questions or require further assistance, please do not hesitate to contact us. If you have any other questions or require further assistance, please do not hesitate to contact us. Best regards, KayKay Given Customer Support Department SportsBetting,
care@ladbrokes.com

Sent: 03:11 PM (Sep 8)

Received: 06:57 AM (Sep 9)

Time Elapsed: 15 hrs, 46 minutes

Email Test Grade: A+

Comments:

Quality of Response: Excellent!

Comments: Jack was very pleased with the response received from Debbie. He stated that, considering the time differences involved he was willing to overlook the 15+ hour waiting time given the quality of the service provided.

Response

Hi Tudor, Thank you for your email regarding opening an account . I can confirm you can open an account online and this will be an account for betting online, mobile and also you can call telebet to place your bets if you wish. If you chose to call in and bet the number is 0800 777 888, also I must make you aware that it is a minimum of £25.00 total stake per call . If you bet online the minimum stake is 0.10p. You can add a visa card as your payment method. This is a minumum deposit of £5.00. Once bets have been placed and the event has completed, we settle bets as quickly as possible. However we do state the length of time to allow for a bet to settle is up to 45 minutes after the event has finished. I can advise we have promotions available to new account holders. We currently have promotion code F100 for customer in UK and Ireland. This is a matching stake first bet offer. You place a bet between £5.00 and £100.00 with odds of 1/5 and upon settlement we will match this with a free bet token of the same value. Tokens are valid for 7 days. To view the full details of your token, please log on and go to your "My Account" section, and then click on the "Rewards" tab. To use the free bet token, please login and go through the process of choosing your selection as normal. You will notice that even before adding a selection to the betslip, your free bet token details will be listed there but greyed out. Once you have added a selection to the betslip, you will be able to tick the box next to your free bet, indicating that you wish to use this to fund the wager. The next step is to enter your stake in the box next to the bet type of your choice, and then press either the "Check Bet" button or "Place Bet" button". It is recommended that you ensure that the "Check Bets" option is ticked on your betslip, as this takes you to a confirmation page which enables you to review the bet details before placement. If you do not tick the "Check Bets" option, then you can place your bets faster, but do not get a 2nd chance to check that your bet is exactly how you requested it. Please note that you will need to use the full value of the free bet token, for example, if you have a £10 bet token, then you can only place a bet to this amount. You will not be able to split the tokens on two separate bets. Please use caution if placing your free bet token on an Each-Way market, as the total value of the token will be deducted from total returns. I would like to take this opportunity to wish you the best of luck with this forthcoming wage. I hope that I have been able to answer your query fully. For a quicker response, please contact us either via Live Chat on the website or by phone on 0800 731 4171/0208 515 2565. Yours sincerely, Debbie Customer Support