To help Golden Entertainment’s customer support team, some important self-service features were introduced to the True Rewards Mobile and Web Member system. True Rewards members can now easily look up their account number or reset their PIN, which were the two most frequent customer support tasks. Providing these services direct to the members themselves improved the experience for thousands of users on top of reducing any friction around having to open support tickets.

Another enhancement was building a outage notification system that can be used to share information quickly to all True Rewards members in the event there are any system related matters that could impact a user’s experience and also helps set expectations if there are any planned or unplanned outages to the system.

It’s always great when products can help both the primary end-user and the team supporting those end-users.