EstrelaBet, the leader in gamingtech in Brazil, celebrates a historic achievement by winning the 2025 Modern Consumer Award in the Online Betting category, highlighting excellence in service and innovation. The award recognizes companies that stand out for quality in service, customer experience, innovation, and commitment to consumer satisfaction.
The recognition comes at a strategic moment for EstrelaBet, which has been consolidating significant advances in technology, customer service, and responsible practices. The company conducts a continuous transformation process, with dozens of initiatives implemented based on active listening to users. In 2024, customer feedback resulted in the implementation of 50 initiatives, 11 projects, and 10 new processes, which improved registration flows, withdrawals, promotional communication, and other points of the customer journey.
Among the advancements, the highlight is the humanized service combined with the evolution of the virtual assistant Estela, which now operates with generative artificial intelligence and has become a strategic channel for problem resolution. Currently, Estela autonomously handles 64% of requests with an accuracy rate of 94%, reflecting our efficiency and customization capabilities. By the end of 2024, EstrelaBet also expanded its operations with the implementation of a telephone channel with a human team available 24 hours a day, seven days a week, complementing the existing chat, email, and social media channels. There is a significant effort to integrate all initiatives that combine technology, empathy, and multichannel support. The result of this is a 90% CSAT in the company's customer service operations 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 services, 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 incorporates robust protocols for prevention, guidance, and emotional support.
"This recognition represents an important milestone for EstrelaBet, especially as it is the first year of the Online Betting category in the award. It is a validation of our effort to put the consumer at the center of our strategy, with continuous investments in technology, customer service, and responsibility. We remain committed to providing the best experience for our users, always prioritizing safety and transparency," says João Gerçossimo, CEO of EstrelaBet.
The official award ceremony will be held on June 24th in São Paulo. The full list of winners is available on the official award website:
