Paddy Power Moves More Customer Service Online

4/14/2009 by Gaming Industry Media Staff

Customer wait time for e-mail replies from Paddy Power should be at less than an hour, the Irish bookmaker said on Tuesday.

Customer wait time for e-mail replies from Paddy Power should be at less than an hour, the Irish bookmaker said on Tuesday.

After implementing "nGen Email" from nGenera Customer Interaction Management in February 2008, Paddy Power has been able to speed up its customer service response time.

Not interested in waiting for a response via e-mail?

Paddy Power said it has also installed live chat assistance on its Web site for all online customers. The live chat technology is being used to replace telephone assistance, the company said.

"Paddy Power has made the strategic decision to move more customer service online -- recognizing that e-mail and chat can be highly effective and cost efficient communication channels," said Darren Lovern, Paddy Power's online operations manager, in a statement.