A LOOK FORWARD BetCare Paul Buianov, Founder and CEO


t BetCare, we have two types of goal for 2023 – internal and external. Over the next 12 months, we’re going to focus on improving the quality of the support and the range of products we provide to operators and their players, regardless of the market they’re in and the platform they’re wagering from. This will see us increase the number of languages we support as well as roll out new tools to bring our customer support agents and players even closer together. This in turn will help boost the lifetime value of players at our partner’s casino and sportsbook brands. We will also be enhancing our reactivation service so that we can continue to increase the volume of players that return to our partner’s casinos and sportsbooks. This includes engaging with players via more channels than before, ensuring that we can communicate with them via the platforms they want to use. This has a knock-on effect of making players much more loyal. When it comes to the wider industry, we’ve set the ambitious goal of improving the player experience through better customer support. Once operators understand just how crucial quality customer support and exceptional service are to acquisition and retention, then more will look to improve in this area. BetCare is here to help them take customer support and player communication to the next level.


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We’re also looking to strike partnerships with platform providers as well as directly with casino and sportsbook brands. This is because we want to make responsible gambling more widely understood and accessible, and by joining forces with platform providers we can quickly and easily scale the number of brands that we work with.


The shift towards personalisation will continue. Online casino and sportsbook customers now expect to be at the centre of the experience and want their journey to be


personalised and tailored every step of the way from sign-up and payments to bonuses, games/odds and of course customer support. Players want to feel like they’re the most valued and important, and not just one of the thousands of others signed up to that brand. The important thing for brands is to understand any pain points and take steps to improve the experience or resolve any issues without delay. That’s why customer service can no longer be seen as a secondary function but as a vital way of improving player relations as well as acquisition and retention.


FSB Chris Graham, Head of B2B Marketing U


ltimately, it’s about scaling up across our key regions of Europe, North America, and Africa. In Europe we’ll look to build on the momentum that has seen us secure Tier 1 partnerships across Central Europe in 2022. We look forward to imminent go live in North America and of course we want to consolidate our market leading position across multiple markets in Africa.


The opening of our new tech hubs in Scotland and Colombia will allow us to enhance our platform and product offering further, while also streamlining the time it takes for us to get partners to market. These new tech hubs will allow FSB to lead from the front when it comes to product development and innovation, but also on partner delivery.


10 JANUARY 2023 GIO


personalised betting experiences taking centre stage. That’s why it’s critical for technology providers to finesse their bet builder products as the demand for these is only going to rise among operators looking to meet player expectations.


The noise being made in the US will only get louder. Player preferences will also continue to shift towards micro markets and fast bets. The convergence of betting and entertainment will continue at pace, with


New market expansion is always on our radar, and we also have a busy product roadmap with some exciting features set to be rolled out across online and retail over the next 12 months. Retail remains a key focus for FSB, and we enter 2023 off the back of a big year for this part of the business. This included several award nominations specifically for our facial recognition feature. It’s products such as this that have generated a lot of interest in our retail proposition and that have cast us as the segment’s ultimate challenger brand.


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