EstrelaBet, a 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 customer service and innovation. The award recognizes companies that excel in quality 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, service, and responsible practices. The company is undergoing a continuous 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 improved registration flows, withdrawals, promotional communication, and other customer journey points.
Among the advances, 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 issue resolution. “Currently, Estela autonomously resolves 64% of demands with response accuracy of 94%, reflecting our efficiency and personalization capability. At the end of 2024, EstrelaBet also expanded its operation by implementing 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 great effort to integrate all initiatives combining technology, empathy, and multichannel service. The result is a 90% CSAT in the company’s service operation when combining human and chatbot,” explains Lorena Lima, CX Head of 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 sessions, the program also trains the 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 as the first year of the Online Betting category in the award. It validates our efforts to put the consumer at the center of the strategy, with continuous investments in technology, 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 awards ceremony will be held on June 24 in São Paulo. The complete list of winners is available on the official award website:
