GUEST BLOG – CUSTOMER SERVICE STORY BY DRAFTKINGS

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As part of our Customer Service Week celebrations, we held a customer service story contest. Enjoy a wonderful story – which is a great example of how to provide a personalized service experience – by our customer service story contest winner, Daniel L. Congratulations to everyone on the Customer Experience team at DraftKings.

 

Last year, a customer of ours, Tory, was playing our Daily Fantasy product for an MLB Showdown contest and he ended up winning a six figure amount. Our Customer Experience team reached out to Tory as part of our Winner’s Circle program, an initiative implemented to engage customers who have won large prizes in contests to get feedback on their experience.

During this conversation with Tory, he shared with us that he planned on using his winnings to take his family to Disney World to “create memories they would never forget.” We asked if he could send us a photo of him and his family, if he did end up going, so we could share the story. About a year later, in April 2019, Tory had fulfilled his promise to his family and to DraftKings as he sent us that photo. He expressed how grateful he was to DraftKings for everything that happened, and his touching story inspired us to want to do more.

The perfect opportunity presented itself. We noticed that he was wearing a Texas Rangers hat in the picture he sent us, we knew he lived in Rangers territory in Texas, and we happened to have a July 2019 baseball event scheduled at Globe Life Park, the park the Rangers call home.

“I just want to tell you and everyone at DraftKings, thank you all from the bottom of my heart for the batting practice experience I was a part of today. Me and my family enjoyed it very much and I even got me a few good hits in. Getting to meet David Murphy, a former Texas Rangers player I grew up watching, was awesome.” -Tory

Putting this all together, we were able to set up a once in a lifetime VIP style experience for Tory and a few family members and friends. The day consisted of a Q&A session and lunch with Rangers players, and an hour-long batting practice. Tory even got a special surprise as he got to meet former Rangers outfielder David Murphy, a player he grew up watching, so the experience was even more than he hoped for.

“I just want to tell you and everyone at DraftKings, thank you all from the bottom of my heart for the batting practice experience I was a part of today. Me and my family enjoyed it very much and I even got me a few good hits in. Getting to meet David Murphy, a former Texas Rangers player I grew up watching, was awesome.” -Tory



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