Tips
Do Sportsbooks Really Need Phone Service
By Ray Monohan
It’s often a hot topic whenever a sportsbook like Pinnacle comes into the conversation: do we really need phone service from a sportsbook?
I remember about 10 years where the internet was not as widely available as it is nowadays and a regularly open phone number would be a crucial service provided by a sportsbooks. Some books would have multiple numbers with a slew of operators that can take calls so if they get overburdened during halftime betting, someone is always there to answer a call.
Pinnacle was the trail blazer that decided to go a different route: skip the call centers and simply provide a website that is 100% reliable, always accessible and answer every customer service request through e-mail. It changed the thought process for a lot of bettors because after all, we’re creatures of habit. We’re used to picking up the phone to call a bookie call offshores.
Nowadays, with the expansion of not only the internet, but the growth of mobile internet, WiFi and 3G/4G/LTE services, I wonder whether a sportsbook even needs to have a call-in number at all?
We’re starting to see more sportsbooks start to trim down the times that they offer operators as companies like WagerWeb are only open until the last game of on a given night. There’s no more late-night drunk-dialing, flirting with operators that may or may not be sexy and asking about when overnights will be posted. Not that I know anyone that’s done that.
So back to the topic at hand: do sportsbooks need to have a call-in line or is it possible to get everything done online?
Unfortunately, there isn’t a direct answer. Tentatively, I’d say yes. Is it possible? Sure. I order products off of Amazon and Ebay, and I never have to talk with an operator or customer service. People even do online banking without thinking twice; how many of them thought they’d be doing their banking without a teller 10 years ago?
Truth be told, almost all sportsbooks offer smooth – or relatively smooth – depositing via the online method. It’s a pretty clean process across the board. As for betting, all sportsbooks have a relatively easy, glitch-free betting process. So what are we really talking about here? Withdrawals? The odd time that the website is down?
As minimal of a use as the phone has for sports betting nowadays, it can’t be completely eliminated for a couple of reasons.
The first is that many sportsbooks have a bad habit of running old school technology on their websites. Companies like TheGreek haven’t updated their website in years. Kirstie Alley was skinny the last time they tweaked their homepage. How can you trust a website like that to handle all of your withdrawals online?
And what about the books that get hammered with traffic on a Super Bowl Sunday, and their website crashes? That’s sometimes the case on busy days and if they’re solely based online, their customers are going to be pissed.
This all ties into customers service and the books that have been the most trusted in the past can probably pull off a perfect website that is always up and easy to navigate for deposits and withdrawals. A quick look at Bodog and Bet365 shows you that their lead the way among online sportsbooks, and they’ll be able to handle it. Other sportsbooks with ancient technology make you wonder.
All in all, whether you like it or not, we’re moving towards an era where you’ll eventually be in the minority if you call in your bets. I’m fine with that, but the ideal solution is to be the Ebay or Amazon model, which is have a fully functional website that handles 99% of the requests and action, and have a call-in customer service for people with questions, concerns and special requests during business hours.
Pinnacle Sportsbook does a great job of providing their service without the necessity of a call center and while we can’t knock them because of they’ve done a great job of it, I think the ideal scenario still offers a way for you to hear a voice on the other end on the rare occasion that your query isn’t satisfied online.
