In today’s iGaming industry, basic email marketing is not enough to make players engaged and interested in what you offer. They expect timely, personalized, and relevant communication. Moreover, it should be done via channels they actually use. To be able to deliver such a communication, operators should have an advanced CRM, like that offered by Soft2Bet company. Only in this way are they able to implement automation strategies that are omnichannel, behavior-driven, and predictive.
Omnichannel Communication: Meet Players Where They Are
Nowadays, players interact with gambling platforms from different websites, mobile apps, social media, or messengers. This imposes a challenge of creating a communication that will be relevant and look organic across all those channels.
Given the touchpoints listed above, sent emails are unlikely to be effective. It is much better to send promotional communication via:
- push notifications — when you need to inform players about real-time updates on tournaments or bonuses;
- SMS — when it is an urgent reminder or a time-sensitive offer;
- In-app messages — when you aim to send contextual nudges during gameplay;
- WhatsApp or Telegram — for VIP engagement and support.
What does it look like in a real campaign case? The user might receive a push notification about an upcoming slot tournament, followed by an SMS reminder an hour before it starts, and an in-app message with a bonus code once they log in. This way, a player will receive three useful and informative reminders that encourage them to participate in a tournament. Still, they do not look forced or spam-like.
Running such a campaign is not difficult at all if you partner with a software provider that has a professional and advanced CRM. For example, the one from Soft2Bet allows centralized messages that support real-time settings and unified player profiles that sync data across channels. At the same time, its CRM has consent and preference management tools in place to respect player communication choices.
Behavioral Triggers: Automation Based on Player Actions
Once omnichannel communication is in place, it becomes possible to introduce automation.
Trigger-Based Automation
The most effective way of automation is to base your campaigns on behavioral triggers. These are real-time signals based on player actions, like:
- deposit frequency;
- session length;
- game type;
- or win/loss streak.
This might be a starting point that allows an operator to organize a personalized promotional communication for gamblers. For instance, CRM allows sending automated retention messages if a player has not logged in for 7 or more days or VIP bonuses for players who have crossed a certain deposit threshold.
Such automated communications ensure that the CRM is proactive, not reactive. The right message at the right moment might boost the retention and loyalty significantly.
Predictive Segmentation
Predictive segmentation is one more aspect that can elevate brand communication, and it goes beyond the basic email campaigns with low retention and conversion rates.
CRM from Soft2Bet uses behavioral data and advanced analytics to segment players and provide insights into metrics. It is a powerful tool that includes real-time data about churn risk, lifetime value, deposit behavior, and engagement probability.
Having such analytics at hand allows the operators to:
- target high-risk users with retention flows;
- reward high-value players with tailored bonuses;
- flag problematic patterns for responsible gaming interventions.
As soon as there is a possibility to enrich CRM profiles with predictive insights, it is possible to deliver hyper-relevant messaging across channels. As a result, operators can have smarter resource allocation, improved ROI, and deeper player loyalty.
Conclusion
Having a reliable partner with advanced CRM is the key to successful communication and its automation. It allows the operators to make their campaigns dynamic and packed with data-driven engagement. Omnichannel communication and predictive segmentation are the key factors that make a campaign successful and effective. They allow brands to deliver personalized experiences that boost retention, increase lifetime value, and enhance player trust.
This is the ideal outcome of the efforts put into effective brand communication and automated campaigns. Test the capabilities of CRM from Soft2Bet to finally go beyond basic email marketing and introduce creative automated messages for new and loyal customers.
