The online gambling scene has been nothing short of growth. Just recently, in 2023, this sector almost hit a ninety billion dollar mark after growing at a CAGR of 10.4% since 2018, according to Yahoo Finance. Among the factors that have led to this growth is that gambling has become more engaging. This is thanks to the efforts operators have been putting into retaining existing players and attracting new ones.

The experience players have with your platform can go a great mile in determining whether or not they will return. Up to 73% of consumers say customer experience greatly affected their purchase decisions. So, to ensure that you stand out, we have assembled a list of several things you can do to enhance your competitiveness within the gambling market.

Variety of games

Playing just one game can be boring. Plus, customers are always evolving in their preferences, and what might have appealed to them ten years ago might not entice them now. They also want to participate in numerous variations conveniently from any place. And, of course, several platforms have been providing such experiences where players can find multiple game categories to participate in, including online slots, poker, blackjack, etc.

Just think of this: you visit an online platform, and the options for gameplay are endless. You can comfortably switch from playing blackjack to roulette or any other preferred game. Such experiences tend to keep players more connected to the platform, as the gameplay is fresh. Plus, just like in our daily lives, players’ preferences can vary – some favor high-risk while others low-risk games. A wide variety ensures players can feel included regardless of their playstyle.

Acquiring players has become quite costly – some studies say it can be five times more than retaining. Consistent additions to your portfolio can act as an incentive to keep players connected to a platform. For instance, if you find almost all types of games on a single website, you will be more likely to stay loyal than when a platform is less diversified. You might also consider offering rewards and bonuses to encourage players to participate in new games.

User Experience and Website Design

Have you ever participated in an online game on a laptop but had challenges playing the same game on a mobile? Chances are that you never went back to that platform. You could just be part of the 85% of people who believe mobile experiences should be similar to desktop equivalents.

On the flip side of the coin, game providers that ensure seamless experiences of their games on multiple channels are likely to attract more players, as 80% of consumers are ready to spend more for just a better user experience. Moreover, 70% of industry players agreed that user experience is a competitive differentiator for businesses seeking to stay ahead.

Whether you’re playing via mobile or making a payment, you always want to ensure a seamless experience across multiple channels. A recent study by UserGuiding revealed that a well-designed user interface design could increase conversion rates by up to 200%. And, of course, we know that visuals form an essential part of the glamour of land-based casinos, so it only makes enough sense to have your platform visually appealing.

Human beings tend to connect more easily with visuals than they do with texts. So consider incorporating well-organized imagery and videos on your platform. You also want to ensure that your website is easily navigable, particularly because modern players are fast-paced and less likely to spend more time on websites that take longer to find suitable games. In early 2024, Maze reported that about 94% of customers categorized easy navigation as the most important feature of good websites.

Customer Support and Service Quality

The internet has completely altered how we consume entertainment. Whether it’s midnight or midday, as long as you want to participate, you just need to touch a button on your mobile and are good to go. However, as you play, you can encounter a challenge that might need help from customer care. Imagine having to wait for hours before you can receive a response. This is not an experience most customers would love – in fact, if 86% of them found more than one such experience, they could leave even if they trusted your brand.

Good enough, if you solve problems quickly, you are more likely to increase loyalty by about 2.4 times more. For those thinking of enhancing real-time communication, live chat support can help. 79% of businesses agreed that their revenues and customer loyalty improved after integrating this technology. Through its combined speed and convenience, live chat can ensure you build stronger and meaningful relationships with customers.

It’s clear enough that for any online casino seeking to dominate the gambling industry, offering seamless customer experiences can be a great way to stand out. Remember, customer experience determines whether a player will return or not. The strategies we have discussed in this presentation are only a few of the many ways that you can improve your competitiveness.