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NSoft: Building trust between the betting and gaming supplier and the operator

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The role of Customer Support in building trusting business relationships

The quality of B2B customer support often represents the difference between a successful business day and another day that ended with losses or missed opportunities. In the long run, customer support is a factor that affects the business results of all of the included parties.

Keeping in mind the complexity of the software solutions within the gaming and betting industry, it is the supplier’s imperative to ensure competent and fast Customer Support service to the clients.

The role of a Support team in building a reliable and trusting relations
We can, without doubt, say that the Support team plays a significant role in the overall B2B relations based on its competence, kindness, trustworthiness, delivery, understanding and speed. One even might argue that it has a vital role in maintaining trusty relations between businesses.

In general, B2B customer service involves different teams from at least two companies, meaning several people are involved in troubleshooting. It is rarely one-on-one communication. Knowing that, and taking into account the importance of time, it’s obvious how significant good relations and communication between team members are.

More noticeable, B2B relations last long. Our job is not even remotely done once the software is installed or once the game is released.

NSoft Support team within the Business stream
NSoft Support is a team within the Business stream offering 24/7 support to the clients free of charge.

The team members can be viewed as customer ambassadors when addressing their needs and issues in front of Management and Development teams. They strive to communicate what is the most balanced interest for our customers and our company to keep every part of the business satisfied.

The environment is very dynamic, with different issues that we combat with creativity and adaptability. The goal is to satisfy the customer, so we look for every possible solution and alternative to achieve that goal. Customers have learned that we are omnipresent for any of their issues and inquiries at any given time.

The key metrics of Customer Support success
We are always eager to improve our key metrics, and thus we have initiated simple quarterly KPIs. The goals were:

Raising the bar for the percentage of solved tickets on the Customer Support level has reached 96%.

Increasing the Customer Satisfaction, which is currently above 98%;

Improving average response time for all communication channels – we have achieved the following: Email/Web: 3 minutes; Chat: 13 seconds; Phone: 4 seconds (including the PBX call rerouting).

Understanding and addressing bad ratings
It is crucial for the Support team to understand and address properly bad ratings, no matter how rare they are.

Most of the dissatisfactions stem from the complexity of the issues, which realistically cannot be fixed with good quality within a short time window. Repetitive issues are especially delicate. If not appropriately addressed, they can cause considerable frustration to the customer.

We have internally communicated workarounds and procedures with developers and externally with customers to mitigate these problems. This procedure is executed as soon as the customer reports a complex or repetitive issue. As a result, the action significantly lowers customer dissatisfaction, even though the issue itself is not fixed permanently at that point.

Keeping bad ratings at bay is the key to keeping the support service top-notch.

The tools we use in customer service
NSoft Support team uses the usual client relations toolbox. Still, even the adequate tools need to be utilized to their fullest potential.

Zendesk

Since we are using Zendesk Support, Chat, Guide, and Explore as our primary tools of choice for handling support tickets, we have invited Zendesk specialists to review and improve our instance of Zendesk.

We had very positive feedback from their representatives, especially on using all features to excess. They believe it consequently lead to a satisfaction rating of over 98%.

We have standardized our responses and behaviour with over 200 triggers, 100 macros and ten automatizations using Zendesk Support and Chat. More than ten dashboards have been created with over 100 queries using Zendesk Explore, which helped analyze customer needs.

Support Dashboard

We have developed and centralized specific Betting/IT industry tools to alleviate the imperfections in everyday operations. One of those tools is Support Dashboard which has been developed in house for mobility, flexibility and efficiency.

With the new tool, team members can perform daily operations within seconds. Various NSoft Development teams have participated in delivering proper tools for different supporting actions such as betting ticket cancellations, payment confirmations, ticket resolves, ticket checks, mail delivery checks, server health checks, service restarts, server administration, and others.

Knowledge sharing and empowering
To make our goals a reality, our Support team had to adapt and share the knowledge among all Support members. A decision was made to erase the boundaries between L1 and L2 Support so that every Support Operator should be trained to their full potential, performing simple and complex tasks alike. Such setup was the right move since we have developed remarkable resilience to service quality drops and made our service fast and stellar 24/7.

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PayDo Launches Unified Payment Infrastructure Suite for Digital Businesses

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PayDo, a leading global payment ecosystem founded by Serhii Zakharov – who at just 25 became one of the youngest CEOs approved by the FCA to run an Electronic Money Institution in the UK, announced a series of strategic infrastructure launches designed to dismantle the costly complexity of modern payment stacks.

The releases—Direct SEPA & SEPA Instant access, USD SWIFT Accounts, Dedicated C2B Open Banking Collections Accounts and Direct VISA and MasterCard Acquiring—are not standalone products, but integrated components of PayDo’s unified platform.

For the first time, online businesses can access this comprehensive suite under a single contract, one technical integration and with a dedicated account manager, eliminating the operational burden of managing multiple providers.

The launches directly address the primary pain points of payment fragmentation: high costs from intermediaries, slow settlement times, compliance overhead and loss of control. By securing direct memberships and building proprietary technology, PayDo now offers businesses enterprise-grade infrastructure with the agility of a FinTech.

The new services include:

• Direct SEPA & SEPA Instant: As a direct SEPA member, PayDo provides native European processing with no intermediary routing. This ensures faster, lower-cost euro transactions with immediate settlement capabilities via SEPA Instant.

• USD SWIFT Accounts: Online businesses can now receive dedicated USD account details via the SWIFT network, significantly reducing delays and fees associated with cross-border USD transactions, a critical need for a variety of cross-border operating online businesses.

• Dedicated C2B Open Banking Collections Accounts: A pioneering innovation, this service revolutionises how businesses receive payments. It enables instant, direct bank-to-business transfers from customers, offering an alternative to card networks with correct funds tracking and allocation, lower costs and real-time settlement. Functionality supports processing of +100,000 daily transactions.

• Launch of Direct Acquiring: PayDo is now a principal member acquirer for both Visa and Mastercard. This direct relationship removes a layer of intermediaries, reducing processing costs, improving authorisation rates and giving merchants greater control and transparency over their card payment flows.

These services are delivered within PayDo’s unified ecosystem, which also includes its signatory innovation – non-redirect E-Wallet checkout. This earlier innovation provided merchants with full friendly-fraud protection without any rolling reserve requirements. The new ecosystem approach allows companies in sectors like e-commerce, IT services, marketplaces, gaming and other Fintechs to streamline their entire financial operations, turning payment management from a resource drain into a competitive advantage.

Serhii Zakharov, CEO and Founder of PayDo, said: “For years, businesses have been forced to stitch together a patchwork of payment providers, each adding cost, complexity, and delay. We believe the future is not in more fragmentation, but in intelligent unification. These launches are not just new features; they are the foundational pillars of a coherent ecosystem. We are giving our clients direct control over the core rails of finance—from SEPA and SWIFT to card acquiring and Open Banking—all through one partnership. This is how we eliminate the hidden tax of fragmentation and empower businesses to scale globally with clarity and efficiency.”

PayDo’s ecosystem now processes over €5B annually for over 1000 businesses, leveraging its full regulatory compliance in the UK, Canada and the EU. The company’s direct infrastructure model is proving that the next wave of Fintech growth will be driven by consolidation and seamless integration, not further division.

The post PayDo Launches Unified Payment Infrastructure Suite for Digital Businesses appeared first on European Gaming Industry News.

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Meridianbet Reports Renewed Engagement in Custom Prediction Markets in H2 2025

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While prediction markets have recently attracted increased public attention across politics, finance and culture, Meridianbet, part of the Golden Matrix Group has supported user-generated real-world prediction markets for more than a decade through its proprietary product branded as Free Bet.

For the second half of 2025, customer participation on the Free Bet platform has recorded an 11.5% increase in ticket volumes, reflecting renewed engagement across prediction markets tied to major elections, entertainment outcomes, weather forecasting and novelty-event propositions. Free Bet continues to represent a relatively small and non-material portion of Meridianbet’s overall wagering activity.

Free Bet allows customers to propose wagers on measurable real-world outcomes across sports, politics, entertainment awards, weather forecasting, financial milestones and social statistics. Once a proposed market passes regulatory, settlement and risk review, Meridianbet acts as the professional market maker, prices the odds and takes the lay side of each wager within the Company’s licensed sportsbook framework. This single-market-maker structure enables the delivery of prediction-market-style wagering to mass-market users while ensuring regulatory compliance, operational stability and standardised settlement.

In practical terms, customers initiate Free Bet markets by submitting their own proposed prediction events through Meridianbet’s platforms or retail network. Each submission is reviewed to ensure that the proposed event is lawful, ethically appropriate, clearly measurable and capable of unambiguous settlement under applicable regulatory standards. Only after passing these checks is the event accepted and priced by Meridianbet’s trading operators, who establish odds and offer the market to the customer for wagering.

Top Prediction Markets on Meridianbet

Over the past five years, Meridianbet customers have created and wagered on thousands of custom prediction markets reflecting major real-world outcomes across political cycles, cultural awards, financial milestones, weather forecasting and social trends.

Based on internal ticket volume and platform engagement data, the following five prediction markets have ranked among the most actively played on Meridianbet during this period:

U.S. Presidential Election

Binary outcome markets and related propositions tied to the U.S. presidential election results.

Global Entertainment Awards

Custom markets associated with major award outcomes including Oscars Best Picture and BBC Sports Personality of the Year.

Weather Prediction Markets

Seasonal and location-specific forecasts, including snowfall occurrence and temperature benchmark outcomes during late winter and early spring periods.

Social Outcome Markets

Demographic and statistical propositions connected to public milestones, including birth-gender distributions during peak holiday periods and other large-scale social outcome measurements.

Regulatory & Availability Notice

The Free Bet product and related prediction market offerings are provided strictly in accordance with applicable national and local regulatory requirements and are available only in jurisdictions where such wagering formats are duly authorised by law.

Availability, market scope and wagering features may vary by location and regulatory regime. Certain jurisdictions may restrict or prohibit participation in custom prediction-based wagering products.

The post Meridianbet Reports Renewed Engagement in Custom Prediction Markets in H2 2025 appeared first on European Gaming Industry News.

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AI-Driven Optimisation

HilltopAds Introduces Dedicated iGaming Feature Suite and Managed Performance Service

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HilltopAds announced the rollout of a specialised feature set built exclusively for iGaming advertisers, reinforcing the company’s focus on performance-driven media buying across global markets.

At the center of the release are newly launched, ready-to-use white- and blacklists, curated from premium traffic sources that have consistently shown strong results for iGaming campaigns. These lists are derived from performance data across thousands of active advertisers and are designed to reduce testing time while increasing the predictability of campaign outcomes.

HilltopAds is also introducing a full-managed service, giving advertisers access to dedicated iGaming specialists who will set up, launch and continuously optimise campaigns based on individual KPI requirements. This service aims to support teams looking for deeper expertise, streamlined workflows or hands-off performance management.

To mark the launch, HilltopAds is providing a $2000 bonus for all direct iGaming advertisers making their first deposit of $5000 or more using the promo code IGAVCIP.

These updates complement HilltopAds’ existing capabilities for the iGaming sector, including:

• Massive Global Reach: Over 273B monthly impressions available across 250+ countries.

• Premium Direct Traffic: Access to 39,000+ vetted websites suitable for iGaming user acquisition.

• AI-Driven Optimisation: Automated tools focused on maximising bets, deposits and high-value player actions.

• Flexible Bidding Models: CPM, CPC and CPA Goal options tailored for scale and performance control.

• Specialised Network Infrastructure: Built to support consistent delivery, stable volumes and transparent reporting for regulated verticals.

With these additions, HilltopAds aims to provide iGaming advertisers with a more data-grounded, efficient and scalable environment for user acquisition.

The post HilltopAds Introduces Dedicated iGaming Feature Suite and Managed Performance Service appeared first on European Gaming Industry News.

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