Escalating racebook cases
When escalating cases from the racebook, it is important to determine if the issue is technical or if the customer is not aware of racing rules.
Before escalating any case to be further checked, it is important to review the issue and provide assistance accordingly.
For more information about racing betting rules and other information, you can click here.
Technical issues
Customer could present issues to load the racebook, the bet history or even to place a bet, this does not mean that all of these issues fall under the same scope.
For example, customers might have technical issues to place a bet because the system is failing and not providing a reason for the failure, or they could be unable to place it because of other reasons that do not require an escalation, for example:
Rules for specific races: Check if the lines are closed due to updates being applied to the match or event, or if the match is about to start.
Limits: Sometimes races limits might be low, depending on the category, we need to check if the customer is trying to bet more than what is allowed for the match itself or for his account.
It is customer service's responsibility to check the case and provide assistance in accordance to the problem faced.
Making the escalation for technical issues
When escalating an issue with a racebook betting issue, customer service should gather detailed information to ensure a smooth escalation process. Here’s a guide on the key questions to ask and how to proceed.
1. Basic information
Player ID or username: Helps identify the user within the system.
Contact channel: Make sure to state where the customer reported the issue through.
Race and type: Specify the race, type and/or category.
2. Details of the issue
Description of the Problem: Ask the player to explain the issue in their own words.
Error Messages (if any): Note any error codes, messages, or pop-up alerts.
Date and Time of Occurrence: Helps trace logs and monitor system activity during that period.
Frequency: Did the issue happen once or repeatedly? If repeatedly, how often?
Access the race: Check if you are having the same problem the customer is reporting.
Rules: Check if the lines are closed due to updates being applied to the race or if it is about to start.
3. Device and technical specifications
Device Type: Is the player using a mobile device, computer, or tablet?
Operating System and Version: Identify if the player is on iOS, Android, Windows, etc., as well as the specific version. This is mostly advised when you are not receiving the same error message.
Browser Information: If applicable, ask for the browser type (Chrome, Safari, etc.)
4. Internet connection details
Connection Type: Are they using Wi-Fi, mobile data, or wired connection? This can be requested for a more in depth review of the case.
Network Issues: Ask if they experienced any network disruptions or slow speeds while betting.
5. Previous troubleshooting steps
Attempted Fixes: Ask if the player has tried any troubleshooting, like logging in and out of the site, deleting cache and cookies, or refreshing the page.
Other Affected Matches: Check if the issue extends to other matches.
6. Screenshots or screen recordings (if possible)
Visual Proof: Screenshots or screen recordings can be invaluable for identifying and replicating the issue.
7. Escalating the case
Once you have gathered all pertinent information of the case, you can proceed to make the escalation in Slack for the team in charge to review. Check how to make the escalation here.
Make sure to create the ticket in Intercom for the customer to follow up and so that we can keep up to date with new information about the case.
8. Follow up
Let the customer know that the issue was escalated and also advise that we do not have an estimated time frame for the case to be solved.
Be on top of any information shared so that we can follow up with the customer as soon as there is an update or an implemented solution.
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