Most important factors for bingo players

[Jenny]

For bingo affiliates, player retention is a HUGE factor in choosing which merchants they promote. So, what do you think bingo players care about most when they choose their favourite operator?

Let me start with one factor - customer service.

Affiliates know more than anyone how important it is for bingo operators to have great customer service. After all, you probably hear it from your players all the time. Why is customer service important? If problems don’t get resolved quickly, players feel frustrated and annoyed and they lose a certain attachment to the bingo operator. When choosing a bingo program to promote, affiliates will often look at the quality of customer service so as to gauge how much player loyalty and player retention is valued in that bingo operator. In a nutshell, the better your merchant is at retaining players through methods like strong customer service, the more commissions you will probably be able to generate in the long run, improving your ROI.

It’s important that customer service should come in various formats: at minimum there should be a free phone number, email and live chat. Some operators even provide a call back which can be a nice service for players. The “help” section should be very thorough and be able to resolve most player problems and questions.

With the success of tombola’s free £5 campaign, and players asking about how they can claim their free £5 voucher, customer service at tombola.co.uk really became a priority. However, it’s not all hard work at tombola.co.uk! What makes it nice at tombola bingo is the human factor behind their customer service, and this is something that your players will really appreciate. Take Lisa Staples, 30, from Sunderland who has worked for tombola.co.uk for two years – perhaps your players are familiar with her? She deals with a range of duties including queries, technical advice and customer wins, which Lisa adds “always puts a smile on my face”. This friendly community factor, which players, CMs, and customer support representatives contribute to, is what truly makes tombola stand out as a premier online bingo operator for the UK market and makes their affiliate programme easy to promote. As Lisa puts it, “I enjoy answering the few calls we receive from customers who want help on issues like this as they are always friendly and thankful for the advice ... Since I have started work at tombola.co.uk I have met so many people and have made many good friends.”

As an affiliate, it’s important to know what your players enjoy the most about their favourite bingo operators.

What have you heard is the most important? Please share your comments with us!

[sipka]

I really would have liked to promote Tombola, but this statement on the affiliate page drove me away instantly:

tombola Bingo: Affiliate Programme: Sign up for our competitive commission

Revenue share plan
Choose our revenue share plan option through our bingo affiliate programme and we’ll pay you up to 50% of our net gaming revenue. The plan is divided into four levels. The percentage revenue share in a particular month depends on the combined net gaming revenue of your referred players in that month. Revenue share is paid for the first twelve months after a player has registered their account.

I have players at other properties who are playing for more than a year now, I would hate the idea losing out on that revenue stream.

[Jenny]

Thanks for your feedback sipka - it's very appreciated, and we totally understand.

tombola also offers a CPA alternative to the rev-share. The CPA ranges from £25 to £35 per player, and presents an alternative to affiliates who might not want to go on rev-share.