EstrelaBet, the leader in gamingtech in Brazil, celebrates a historic achievement by winning the 2025 Modern Consumer Award in the Online Betting category, standing out for excellence in service and innovation. The award recognizes companies that excel in service quality, customer experience, innovation, and commitment to consumer satisfaction.
The recognition comes at a strategic time for EstrelaBet, which has been consolidating significant advances in technology, service, and responsible practices. The company conducts an ongoing transformation process, with dozens of initiatives implemented based on active user feedback. In 2024, customer feedback resulted in the implementation of 50 initiatives, 11 projects, and 10 new processes, which led to improvements in registration flows, withdrawals, promotional communication, and other points in the customer journey.
Among the advancements, the humanized service stands out, combined with the evolution of the virtual assistant Estela, which now operates with generative artificial intelligence and has become a strategic channel for resolution. ‘Currently, Estela autonomously resolves 64% of demands with a 94% response accuracy rate, reflecting our efficiency and personalization capabilities. By the end of 2024, EstrelaBet also expanded its operations with the implementation of a telephone channel staffed by a human team available 24/7, complementing the existing chat, email, and social media channels. There is a major effort to integrate all initiatives that combine technology, empathy, and multichannel service. The result is a 90% CSAT in the company’s service operation when combining human and chatbot interactions,’ explains Lorena Lima, CX head at EstrelaBet.
These initiatives reinforce the company’s commitment to providing accessible, empathetic, and multichannel service. Another fundamental pillar is the psychological support program offered in partnership with FUMEC University, which provides free and confidential assistance to players showing signs of risky behavior. In addition to the support sessions, the program also trains EstrelaBet teams to identify and refer cases for professional follow-up. The initiative is led by psychologists specialized in pathological gambling and integrates robust protocols for prevention, guidance, and emotional support.
‘This recognition represents an important milestone for EstrelaBet, especially since it’s the first year for the Online Betting category in the award. It validates our effort to place the consumer at the center of our strategy, with continuous investments in technology, service, and responsibility. We remain committed to offering the best experience for our users, always prioritizing safety and transparency,’ states João Gerçossimo, CEO of EstrelaBet.
The official award ceremony will take place on June 24 in São Paulo. The complete list of winners is available on the award’s official website:
