Rating Our Customer support Live Chat Encounters At All six MA Sportsbooks

PlayMA reached out to customer service at all six sportsbooks that launched mobile sportsbook applications in Massachusetts and examined their daily live chat assistance, which includes FAQs and help sections.

Half of the sportsbooks used chat bots that offered help posts or immediate answers before connecting to a live agent. The other half directed us straight to live customer support agents.

We asked the live chat support systems the same six questions:

1. Why won’t my credit card go through?
2. Why do I have to provide my Social Security Number?
3. Why aren’t my winnings in my account yet?
4. Why is my withdrawal taking so long?
5. Why can’t I withdraw my bonus credits?
6. How can I access your responsible betting features?

We went through the questions with the individual customer service agents to assess their ability to accurately answer them. In our case, two out of the three live customer service agents met this performance standard.

Overall Ma sportsbook chat findings

Most of six    Ma sportsbooks      reveal a few crucial features.

First, they all have responsible betting tools, and these tools are easy to find. They’re located in the same section as the other account settings. Time limits, betting limits, and self-exclusion settings are readily accessible and easy to understand. FanDuel provides an additional tool that sends reminders at set time intervals, showing bettors how much they have spent and how long they have been on the app.

However, the chat bots are not effective at guiding users to responsible betting resources within the app. The bots either provide unrelated information or fail to answer the question at all.

Overall, the live agents do a good job of answering questions. However, they are slower in resolving common sportsbook account issues. It is quicker to input keywords into a chat bot than to wait for humans to go through their processes and manually review accounts.

While live agents are necessary for complex customer service issues, many bettors may prefer automated chat bots.

MA sportsbook chat robots, ranked

one FanDuel

General, the    FanDuel Massachusetts  chat bot provided the most accurate answers. After selecting the category the questions fell under, FanDuel responded to the questions with three suggested articles. The three articles were sometimes related to fantasy or horse racing, but they share many similarities with sports betting.

FanDuel only had one minor miss, which was regarding the responsible gambling question. The first suggested article was for TVG’s responsible gambling tools, which is the horse racing section of FanDuel. The other two suggestions were irrelevant.

FanDuel’s chat bot performed the best out of the three bots regarding the responsible gambling question and providing accurate answers overall. However, the lack of a straightforward answer regarding FanDuel Sportsbook’s responsible gambling resources reveals an important blind spot for the chat bot.

second . Caesars Sportsbook

Caesars Sportsbook Ma     had the most convenient customer support chat bot.

While it had links to help pages, those links appeared after brief passages attempting to answer questions. The answers were usually solid, but when they missed the mark, they missed by a significant margin.

Caesars had two misses, one regarding the Social Security Number and the other concerning responsible gambling features.

When asked why we had to provide Social Security numbers, Caesars’ chat bot responded with “make sure (the) account is set to allow SMS.” The responsible gambling miss was even worse. When asked how to access responsible gambling features, Caesars “didn’t understand” the question and asked for it to be “rephrased.”

Caesars Sportsbook does offer responsible gambling features, but the chat bot is not a reliable way to access them.

a few. DraftKings Sportsbook

The    DraftKings Massachusetts    chat bot also offered three articles for each customer service question. Its chat bot did a good job overall, answering five out of the six questions accurately.

However, the chat bot failed the responsible gambling question. When asked, the chat bot suggested:

• Which casino games does DraftKings offer?
• Can I deactivate the casino?
• How do I play DraftKings Casino games?

These suggestions are not helpful when it comes to responsible gambling features on DraftKings Sportsbook. The articles in the responsible gambling help section may not always be accessible through the chat bot. DraftKings has a robust content center with responsible gambling content. However, it’s unfortunate that the automated customer service performs worse in keyword matching than Google.

MA sportsbook live brokers, ranked

Live agents are very similar across the board. There’s a clear script that these customer service agents follow and verification steps before providing answers to customer questions.

We evaluated the live chats slightly differently. The questioning ended sooner compared to the automated chat bots. Our questions would have stopped making sense to a human. Without our identity verified on these apps, attempting anything beyond a deposit was challenging. Asking about withdrawals with zero balances would have been confusing and nonsensical.

WynnBET and Barstool Sportsbook had similar live agents. In contrast, BetMGM’s customer service chat was odd and could have matched us with a poor agent.

1 . WynnBET & Bar stool Sportsbook

WynnBET MOTHER      and    Bar stool Sportsbook Ma    both match chat users with live agents after undergoing verification. The chat windows for both are also accessible through their respective links instead of being buried within help center content.

 

Finally, both customer service agents answered our questions throughout our interaction. Wait times to speak with a customer service agent and between messages were minimal. These were standard customer service chat services that met the criteria for acceptable customer service.

second . BetMGM

Our own experience with the particular    BetMGM Ma      customer service real estate agent may have been the fluke, however it was not good.

First, the BetMGM chat didn’t have its own link in-app. Bettors had to click “yes” at the end of a help article to request more information. The chat opened without a prompt, so typing into the void was uncomfortable. This is where we asked the first question about why our debit card wouldn’t go through.

We finally reached a person who apologized for the two-minute wait and asked how they could help. However, they did not answer our first question, and when we attempted the second question about providing a Social Security Number, we gave the customer service agent a few minutes before signing off.

For us, the help section articles were better sources of information than the customer service agent available via BetMGM’s chat.

Sportsbook customer service via 24/7 chat

CCustomer service chat is good for addressing basic issues. It serves as a better search engine for a sportsbook’s help section than a tool for resolving complex account issues. That’s why we favored automated customer service in our chat ratings over live customer service agents.

Both forms of online chat have blind spots. Massachusetts sportsbooks’ chats performed the worst on our responsible gambling question, making it the biggest blind spot.

However, this doesn’t mean that sportsbooks have neglected responsible gambling altogether. Each of these six sportsbooks offers responsible gambling tools for limiting play and provides educational content. These tools are usually accessible from the account management sections of various sportsbook apps.

While these blind spots in minor customer service features are not the foundation of sportsbooks’ problem gambling offerings, these mistakes whatever self-confidence in the online betting industry that outside observers have in the online gambling industry.