General Information About
VIP Support Department
The VIP Customer Support department occupies its unique place within the organization's activities. The department provides customer support to the most active and relatively valuable customers using the Vbet websites, as well as CRM and marketing, prioritizing all customer questions and finding good and satisfactory solutions for both sides. The VIP customer manager is the link between the organization and the customer. Taking into account the interests of both sides, they try to satisfy the customer's requests, to provide a quick solution to any issue. The department deals with CRM of VIP customers, studying customer segments, their interests and preferences, organizes individual promotions to keep customers active or to activate the passive ones.
Meet Our Team
Arpine Gljyan
Head of CRM
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VIP Support Department
As a result of various bonus promotions, the team understands the degree of customer loyalty to the organization and whether the cooperation is long-term or short-term. They also organize individual gifts for customers taking into account their preferences, and in order to have a better understanding of them, create close ties with customers, doing everything possible so that customers trust the company.
VIP Support is responsible for:
- VIP Customer Support
- VIP Customer CRM
- Ensuring VIP customer loyalty
- Providing information to VIP customers (about promotions, segments)
- Constant communication with VIP customers
Main working tools and platforms the team uses:
- AGP (for checking sports outcomes and opening new bonus applications)
- BackOffice (for casino checks)
- CRM (helps in case of bulk promotions, for various reports)
Team Lead also use
- Metabase (for reports)
- SMT (for checking live casino rounds)
- Umbrella (for checking bets made in the sports section)
- Promotion (for receiving information about promotions: prize place, points, etc.)
Working procedure:
The team works mainly with CRM, Customer Support, Risk management, VBET Help Desk and all product teams.
In case of matters related to Turkey, they also work with the Customer Request Processing Team.
The team lead works with almost all departments in the organization.
Employees contact the customer and inform them that they have personal service and can contact their personal manager if necessary.
During the day, customers can contact their managers for questions, problems regarding the website and their gaming account and get the appropriate solution. Customers can also contact Customer Support stating that they want to speak to their manager. The Support employee informs the manager about it on Pandayo's VIP Support channel, who gets in touch with the customer.
Customers can simply contact to receive a bonus.
In that case, the employee checks and provides a bonus if available.
A report is submitted to the team lead for each application.
Any information received about the customer is indicated in the report.
Per client requests are opened by all employees, and in the case of other issues, the tasks are checked and managed by Kristina Arakelyan.
The team lead checks the cases opened and checked during the day, gives a solution to all the complex cases to which the employee had a hard time providing an answer.
The team lead prepares promos, processes them, analyzes bonus materials to understand what kind of bonus or offer can be provided to the client.
The team lead regularly performs financial analysis of clients.
Submits a monthly report on the money spent on VIP customers to the management.
