Two Sides of the Same Coin
There are two sides to the multi-display equation: multi-window and omni-channel. An online bookmaker needs to consider both elements, as well as the interactions between the two, in order to offer an enhanced, seamless experience, boosting brand loyalty and company profits.
First of all, it’s vital to take account of the differing psychologies and behaviors that apply to desktop, mobile and in-shop betting. Mobile UI/UX currently needs to be simpler and more streamlined than on desktop, while session time, bet propensity and stake amount vary significantly between channels: a player will spend more time and money on desktop or in-shop, but will place more bets within a shorter time-frame on mobile. An omni-channel strategy, therefore, shouldn’t be focused on building an identical experience across all touch-points, but on creating complementary journeys in order to add overall value.
There can still be space to offer exclusive mobile offers, for example, although creating special promotions to promote the omni experience is also a powerful marketing tool, considering that the growth in mobile betting, which already represents over half of most operators’ turnover, is certain to continue.
Window on the Future
Players tend to spend much more time researching bet types and statistics on desktop, usually opening multiple windows to research team news and previous performances, whereas mobile players naturally tend to be more impulsive.
This allows for much higher margins from mobile betting, but it’s important to note that future generations of mobile devices, especially tablets, will make much greater use of multi-window, with far-reaching implications. In other words, players will be able to spend more time researching their mobile bets, reducing overall frequency and potentially lowering margins. Gestural interface, especially on smart TVs, will also take off in the coming years, allowing for far more multi-window approaches than are currently possible.
The sheer ubiquity of an omni-channel experience serves to encourage repeat betting. Operators therefore need to consider how mobile can support, rather than supplant desktop and in-shop betting. Cash Out is the perfect example of this: many players choose to make their selections on desktop or in-shop, but then to follow the progress of their bets on mobile, opting to cash them out on-the-go, whether to lock in profits or limit losses.
A Cash Out feature should therefore be as flexible as possible, enabling the player to set the precise amount they wish to take off the table, while leaving the rest of the stake active. This provides that all-important sense of control, which is at the core of building brand loyalty and promoting repeat betting.
‘Fast markets’ in-play betting on what will happen in the next one or five-minute period of a live football match, tennis fast markets on next point and next game, and live basketball betting represent a rapidly growing sector, where mobile can also be a powerful complementary channel.
Offering live betting suggestions for an event on which a player has placed a pre-match bet is a proven means of increasing turnover through the kind of appropriate, non-intrusive personalisation that bettors have come to expect.
In-shop bettors generally spend long periods of time on the premises, and it’s essential to make better use of down-time by providing a wider range of products and experiences. For some, the period between major horse racing events, for example, is an opportunity to research betting possibilities. For other, younger players, it’s the ideal moment to engage in mobile-based social betting.
By integrating both of these mobile device activities with in-shop display units – TV and SSBTs – an operator stands to reap significant rewards. QR codes displayed on large in-shop screens will become increasingly significant as a means of directing players towards specific sites, and it’s therefore vital for operators to invest in the very best hardware.
The Name of the Game
Fully gamified sports betting experiences, involving extensive lists of achievements and rewards, as well as peer-to-peer challenges and social leagues, are looking likely to become a major element of the sports betting ecosystem in the years ahead. A small number of operators have already rolled out products of this type, designed to appeal to new generations of players who have grown up with online gaming.
These approaches are tailor-made for mobile, since they can be readily integrated with social media accounts and will increasingly depend upon real-time interactions with other players. In fact, social media is expected to play a greater part in achieving ultra-personalisation across the board. By tracking trending hashtags within a sports betting game frame, for example, betting suggestions based on the latest team and transfer news, or mirror-betting based on the selections of successful players, can be created.
eSports is also emerging as a major force within the online betting world. It’s fair to say that the sector is still in its infancy, and that the most popular competitive games titles still lack significant mainstream appeal. Game developers are certainly aware of this, and we anticipate the imminent launch of a slew of new games which will be of interest to very broad spectator demographics. In the interim, however, we should also be seeing greater sophistication in terms of bet types. For games such as “League of Legends”, where the action is spread across multiple locations within the game universe, multi-window and very fast markets could well prove to be lucrative areas for operators which have the vision to develop the required technologies.
More prominent integrations with statistics feeds will be increasingly demanded by players. Rather than accessing them through a separate tab, the use of pop-ups and widgets to display the information relevant to specific bets will become the norm. Such features could even include video clips, showing the recent goals scored by a particular player, for example.
Although multi-event streaming in different windows might sounds like a very attractive feature, in practice it has a couple of major downsides. Firstly, the performance of even a powerful desktop or laptop computer can be severely impacted by multiple streaming feeds. This also applies to graphical visualisations, and one major online bookmaker has recently moved away from a feature that offered up to eight simultaneous visualisation windows. However, this is likely to have been for a different reason: what’s sometimes known as the paralysis of choice, or what you could simply call information overload.
This is an important factor to consider when strategising and developing multi-display betting experiences. Although it’s tempting to say ‘the more the merrier,’ there’s a fine line between increasing opportunities to encourage bet placement and swamping players with too many possibilities, causing them to tune out or lose faith with a brand.
There’s an additional issue to consider when it comes to streaming. Because live TV is broadcast with a delay of anywhere between 5 and 20 seconds, data feeds can often announce a goal before the player has seen it on screen. Clearly the operator cannot add a delay to their price updates to sync with TV pictures, as that can open up an operator to abuse by players who are watching the game inside the stadium and have fast feeds. The smart operator, therefore, needs to deploy sophisticated player profiling to determine not only the location, but the previous behaviour and trustworthiness of each and every bettor to provide genuine punters with the best possible experience.
Words of Encouragement
In-play accas are likely to become a key element of the multi-window and omni-channel experience, offering players time-sensitive opportunities to win big payouts, with prompts delivered via pop-ups, push notifications and/or SMSs.
Personalisation plays a big part here. If a player has been identified as a regular favorites-backer, then a timely suggestion notifying him that five favorites are all currently at level-pegging in home games could prove to be a very appealing acca bet opportunity.
Such opportunities are tailor-made for enhanced acca promotions offering extra winnings, ideally on a sliding scale according to the number of selections. The important thing to remember is that although such features are generally automatic, meaning that there’s no need for an opt-in, the promotion still needs to flagged up. There’s no point offering enhanced winnings if the player isn’t aware of it!
Half-time casino betting for sports players is a well-established phenomenon, as are gamified elements such as double or nothing on sports bets. Encouraging such behavior can be achieved by incorporating widgets such as casino mini-games within the sports game frame, or by encouraging casino betting on mobile devices at key moments. The latter approach can be particularly effective, since players who are watching a live game on desktop or on a smart TV are likely to move away from their main screen during the break, whether to put the kettle on or simply to stretch their legs.
Top of the Shops
For the operator, the ideal customer interaction with an SSBT is defined by speed. Operators don’t want punters hogging a terminal for 30 minutes to place 3 bets and lose out on the business of 10 others. Although SSBTs generally do offer match statistics and visualisations, it’s clearly preferable to direct players’ attention towards big screen or mobile live action. This not only ensures greater operational efficiency, but increases bet propensity. A mobile device naturally feels more personal than a public terminal, and is therefore a far more appropriate channel through which to offer bet suggestions and bet management features.
The single electronic bet ticket represents another dimension of the omni experience that serves to reduce in-shop SSBT clogging. Retail operators do stand to lose the percentage of their revenues that derives from lost tickets, but on the flipside, customers will be feel better protected, increasing brand loyalty and overall betting frequency.
In the Lap of the Odds
An operator’s odds strategy needs to be carefully considered when providing a true omni-channel experience. In-shop prices, of course, are traditionally less competitive than online, but the ubiquity of mobile devices means that players naturally expect to be offered the same odds across all touch-points.
Mirroring retail odds online makes it much harder to stay competitive, however, whereas basing in-shop prices on online odds damages profitability.
Most retail operators, therefore, have their SSBTs managed by outside providers, meaning that they do, in fact, offer different prices within the same location, which inevitably has a negative impact on the appeal of omni.
The answer to this conundrum is transparency – being up-front about slight variations in pricing, and in fact making a virtue of them. By offering better prices to encourage in-shop players to place a bet on their mobile or an SSBT rather than over the counter, an operator can increase efficiency and expose the player to a greater number of time-specific and personalised promotions, especially on mobile.
What’s the Takeaway?
In a uniquely dynamic industry, where innovation is at the heart of staying ahead of the competition, every operator needs to be aware of all the latest trends and developments across the world of tech. The most successful bookmakers need truly joined-up thinking in order to take advantage of changing bettor behaviour, the demands of fresh demographics and new ways to enhance the overall omni and multi-window experiences they offer.
SBTech is the industry-leading provider of fully managed and semi-managed sports betting solutions and services in regulated markets, including its complete omni-channel offering and uniquely configurable Chameleon360 iGaming Platform.
The company’s sportsbook offers world-class coverage, including 2,000+ proprietary bet markets and multi award-winning live betting, featuring over 20,000 in-play events every month. SBTech employs over 750 people in eight global offices, including over 200 in-play traders working 24/7.
SBTech’s wealth of betting features, ranging from integrated enhanced winnings accas to flexible Cash Out, its expertise in developing gamified betting systems and its mastery of big data analysis for creating personalised betting journeys make it the platform provider of choice for a rapidly growing portfolio of over 50 international iGaming operators.
More info: http://www.sbtech.com/