Doubling Down Winning over your VIP Customers Webinar with iovation
Transcript of Doubling Down Winning over your VIP Customers Webinar with iovation
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S C OT T OL S ON
V I C E P R E S I D E N T , P R O D U C T
22 years in computer security and risk management
Leads product strategy at iovation
Thought leader in security
AGENDA
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WOULDN’T IT BE GREAT IF…
ONBOARDING NEW CUSTOMERS TARGETING EXISTING
CUSTOMERS
RETAINING YOUR VIP
CUSTOMERS
USE CASE: PAF
Q & A
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W O U L D N ’ T I T B E G R E AT I F … .
YOU COULD OFFER TRUSTED
CUSTOMERS YOUR BEST
PROMOTION?
YOU COULD SLOW DOWN FRAUD, NOT
YOUR VIP CUSTOMERS?
YOU COULD IDENTIFY WHO’S TRUSTWORTHY
FROM DAY ONE?
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P R I O R I T I ZE R E V I E W S
TRUSTED CUSTOMERSProvide them with the best offers
and highest level of service
98%2%
HIGH RISK CUSTOMERS
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T R U S T S E R V I C E - D E F I N E D
Immediately recognize good, new customers
Predictive value allows you to spotlight good customers even when they are new to your business
The value indicates the Trust rating of the device used for a transaction, the higher the value, the higher the likelihood that the transaction is good and will remain so in the future
Current API and the value for the device is returned with the API response
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ON B OA R D I N G C U S T O M E R S
iovation has experience with this customer demonstrated by returned TrustScore
To entice the visitor to become a paid customer, you offer them favorable betting odds or additional chips on first time sign-up
USE CASE 1 Based on the level of trust for the user, offer better sign-up bonuses
USE CASE 2 Based on the level of trust for the user, Increase Deposit Limits or Convert to VIP status sooner
New visitor comes to your gambling site
iovation has experience with this customer and a high level of confidence demonstrated by returned TrustScore
Automatically convert the new customer to a VIP status or increase spending limits
New visitor comes to your gambling site
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TA R G E T I N G E X I S T I N G C U S T O M E R S
iovation returns a favorable score
Selectively target customers with limited or specific promotions that would normally be too high risk for those without a score
USE CASE 1 Targeted Marketing
USE CASE 2 Increase Deposit Limits / Convert to VIP status sooner
Existing customer logs into the site
iovation returns a favorable score equating to high trust
Notify the customer of their having reached VIP status
Existing customer logs into the site
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R E TA I N I N G YOU R V I P C U S T O M E R S
VIP attempts a large bet or to withdraw
money
Business rules or policies trigger indicating an
increased level of risk
iovation returns a favorable score
equating to high trust
Override the business rules or automated
policies based on the score returned
Allow your VIP customer to continue
their actions
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T R U S T S E R V I C E – A N A LY T I C M OD E L
I O V A T I O N ’ S G L O B A L D A T A B A S E D R I V E S T H E T R U S T S E R V I C E M O D E L
RESPONSES
FREQUENCYWhen was the device first seen?
ASSOCIATIONS
HISTORY
How big is the network of associations of the device?
How many allows, reviews and denies has the device received?
?
Has anyone had a bad experience with the device?
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T R A I N YO U R TR U S T S C O R E
W H A T D O E S A V I P L O O K L I K E T O Y O U
Outdated scores aren’t updated – either they used to be good and now they aren’t or the other way around
How closely is the device related to evidence?
Benefits: When anyone else sees that device, they will have an updated score
(so tell your friends to tag!)
The more often you place evidence, the more accurate your trust score is going to be
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E V I D E N C E T Y P ES
FINANCIAL• Credit Card Fraud• ACH/Debit Fraud• Friendly Chargeback• Insufficient Funds• Potential Fraud• Shipping Fraud• Counterfeit Money Order• Click Fraud• Affiliate Fraud• First Party Fraud• Loan Default
MISCONDUCT• Chat Abuse• Spam• Abusive to Support• Promotion Abuse• Policy Violations
• Customer Harassment• Inappropriate Content• Profile Misrepresentation• Solicitation• Code Hacking• Arbitrage Betting• Gold Farming
CHEATING• Collusion• Chip Dumping• All-in Abuse• Trading Restriction
ID THEFT• True Identify Theft• Synthetic Identity Theft• Phishing• Account Takeover
POLICY FRAUD• Application Fraud – 1st Party• Application Fraud – 3rd Party• Claims Fraud – 1st Party• Claims Fraud – 3rd Party
B2B FINANCIAL• Business Identify Theft• Fictitious Business• Business Takeover• Dealer Fraud• Payment Evasion• Business Misrepresentation
OTHER• High Risk• Under or Over Age• Requested Exclusion
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T R U S T S E R V I C E – U S E C A S E S
INCREASE
DEPOSIT
LIMITS
Allow new
customers
to convert to a “VIP” status sooner and increa
se spend
ing limits
for existin
g customers
INCREASE RETENTION
Prevent
customer
attrition by makin
g verification easier – or not
required – for
select customers
INCREASE
SATISFACTION
Offer better sign-up
bonuses
over initial offerings to truste
d customers
PRIORITIZE REVIE
WS
Keep truste
d transactions out of
the revie
w queue makin
g it possible to focus on the riskies
t transactions first
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T R U S T S E R V I C E – I N N OVAT I ON AWA R D
Awarded by gaming industry experts
Recognized for ROI value
Top 20 Most Innovative Gaming Technology Product
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“ ”Using iovation’s trust scores, we found that 13% of denied
transactions from our review queue could have been avoided. Now we can take more income and have better
customer relationships.
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C L I E N T S P O T L I G H T
Paf Reduces Deny Rates 40% and Identifies Valued Clients to Enhance Online Experience
CHALLENGE SOLUTION
No insight into new customers
Unable to quickly identify trustworthy customers
Held back offering high-value promotions as fraudsters abused them
Ability to have immediate trust information on complete strangers
Predictive scoring provides trust rating on the device by ruleset based on use case
Ability to offer attractive promotions to good customers from day one.
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H O W T O G E T S TA RT E D
Returned in the transaction response
No subscriber side development required
Business rules available – decision in real time
Admin console – displayed and usable right away
Enable the Trust Service at specific integration points to maximize ROI
Easy integration and rapid ROI
Contact [email protected] to learn more