Industry News

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

Published

4 years ago

May 26, 2022

George Miller

Reading Time: 3 minutes

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.

Champions League

Flashscore reveals data behind thrilling night of Champions League action

Published

1 hour ago

January 29, 2026

Wladimir P.

flashscore-reveals-data-behind-thrilling-night-of-champions-league-action

New data from Flashscore, the world’s leading platform for live scores and sports content, reveals that almost 34,000,000 users tuned in yesterday for one of the most dramatic nights in UEFA Champions League history.

The intensity of the matches generated a massive wave of digital engagement, with 18 matches all taking place at the same time on the final day of the league format.

From the football-mad streets of Brazil to the frozen research stations of Antarctica, fans across 239 countries and territories checked their phones as Benfica’s goalkeeper scored a 98th-minute header and Real Madrid crashed into the playoffs.

Martin Matejka, Marketing Director of Flashscore, said: “Yesterday wasn’t just a matchday; it was a global event and we were well prepared. When game-changing moments decide matches – from a goalkeeper’s stoppage-time header against Real Madrid to last-minute winners across Europe – the world doesn’t just watch, it reacts. Flashscore sent out over 700 million push notifications to our users as drama unfolded across the continent.

“Our data shows unprecedented engagement from all over the world, and I am glad we could bring these extraordinary moments to fans from Brazil to Antarctica.”

TOP MATCHES ranked by number of users

The drama at the Estádio da Luz dominated the global conversation, with nearly 10 million users following the Benfica-Madrid clash alone.

1 Benfica vs. Real Madrid (9,7M users): The undisputed main event. Fans flocked to the match detail as Benfica goalkeeper Anatoliy Trubin scored a historic 98th-minute header to seal a 4-2 win, sending Real Madrid to the playoffs.

2 Barcelona vs. FC Copenhagen (8,3M users): Massive interest as Barcelona thrashed the Danes 4-1 to secure direct qualification to the Round of 16.

3 Napoli vs. Chelsea (5,9M users): A rollercoaster in Naples. Chelsea fought back to win 3-2, eliminating Napoli despite a stunning “Maradona-esque” pirouette goal from Antonio Vergara.

TOP PLAYERS ranked by number of users

1. Jorginho (995K users): The Kairat Almaty midfielder trended globally after scoring a penalty against his former club, Arsenal, at the Emirates Stadium—a major talking point that drove nearly 1 million profile views.

2. Anatoliy Trubin (725K users): The unlikeliest hero. The Benfica goalkeeper’s stoppage-time header against Real Madrid sent his profile traffic into the stratosphere.

3. Andreas Schjelderup (368K users): The 21-year-old Norwegian announced himself to the world with a brace against Real Madrid.

4. Kylian Mbappé (317K users): Even in defeat, the superstar commanded attention and ranked 4th. He scored twice for Madrid, but his team’s collapse was the bigger story.

TOP TEAMS ranking by users:

1. Real Madrid (1,6M users): The “Kings of Europe” falling into the playoff round after a chaotic 4-2 loss drove massive traffic.

2. Benfica (1,1M users): The victors of the night. Their miraculous comeback and “goalkeeper goal” made them the second most-clicked team worldwide.

3. Barcelona (930K users): Solid interest as they cruised to victory and the next round.

Flashscore Global Reach

While Brazil was the single most active nation, the traffic was evenly split across continents: In Europe the huge engagement was driven by fans in Italy, France, Poland, United Kingdom, Spain, Portugal, and Germany.
Africa’s continent showed massive interest, led by Nigeria, Ghana, and Ivory Coast. Football fever also swept across Asia, with significant user numbers from Indonesia, Kazakhstan, South Korea, and Uzbekistan.
The obsession reached the most remote corners of the Earth. Flashscore recorded active users from Antarctica and Christmas Island, proving that even in the most isolated locations, fans refused to miss the drama.

The post Flashscore reveals data behind thrilling night of Champions League action appeared first on Eastern European Gaming | Global iGaming & Tech Intelligence Hub.

Hunter Hunstock

Playersoft Announces Remote Enrollment to Enable Hardware-Agnostic, Cloud-Driven Player Signups Anywhere

Published

5 hours ago

January 29, 2026

GamingAmericas.com

Playersoft has announced Remote Enrollment, a progressive web app that allows casino teams to enroll guests from virtually any location using any mobile hardware. By leveraging a cloud-driven architecture, Remote Enrollment supports true off-site capability for prospecting and remote sign-up.

Why it matters

Traditional enrollment workflows often depend on specific hardware, on-property connectivity, or fixed stations that can create bottlenecks and limit enrollment opportunities outside the property. Remote Enrollment removes those constraints with a hardware-agnostic progressive web app and cloud-driven architecture—while retaining the consistent, intuitive user experience Playersoft is known for.

What Remote Enrollment delivers

• A progressive web app that runs on virtually any mobile hardware—no special devices required.

• Cloud-driven operations to support off-site prospecting and remote signups.

• A dedicated prospecting feature that enables customer communication and information capture without creating accounts or introducing incomplete data into the player system.

• Conversion tracking from prospect to enrolled player to support measurable outreach efforts.

• Configurable security and policy controls aligned to property requirements.

• Integration with Playersoft ONE for operational oversight and reporting.

“Remote Enrollment is about making it easy for our clients to capture new players wherever the opportunity arises—without sacrificing control, data quality, or usability,” said Hunter Hunstock, President at Playersoft.

Availability:

Remote Enrollment is available now as part of the Playersoft ONE ecosystem.

The post Playersoft Announces Remote Enrollment to Enable Hardware-Agnostic, Cloud-Driven Player Signups Anywhere appeared first on Americas iGaming & Sports Betting News.

casino industry

Poll: Mississippians Deliver Resounding “No” to Mobile Sports Betting and iGaming

Published

5 hours ago

January 29, 2026

GamingAmericas.com

poll:-mississippians-deliver-resounding-“no”-to-mobile-sports-betting-and-igaming

As Mississippi lawmakers again debate legislation that would expand gambling beyond existing casino properties, new statewide polling and a formal letter from the casino industry deliver a unified message to state leaders: Mississippi voters and casino operators alike oppose the legalization of Online Sports Betting (OSB) and iGaming.

Polling commissioned by the National Association Against iGaming (NAAiG) in January finds broad resistance to online gambling expansion among Mississippi voters. Nearly three-quarters of voters (74.2%) oppose legalizing mobile sports betting after learning it would allow wagering statewide on smartphones and other devices, an increase from an already negative baseline once voters understand how the proposal would work. Opposition to iGaming is even stronger, rising from 74.1% at baseline to 80.8% after voters learn it would allow 24/7 remote access to casino-style games.

That opposition is echoed in a formal letter issued to state leadership by a coalition of prominent Mississippi casino operators, joined by the Mississippi Band of Choctaw Indians’ Pearl River Resorts. In the January 21 letter, the coalition warns that legalizing OSB and iGaming would undermine the multi-billion-dollar capital investments made by Mississippi’s traditional gaming industry since 1992 and threaten long-term local jobs.

“This data proves that online gambling is a product Mississippi simply does not want. When residents envision what this policy means in practice—the ‘casino in your pocket’ at all hours—they move decisively away from legalization,” said Oliver Barie, Government Relations Director for the National Association Against iGaming (NAAiG).

Polling by the Bradley Research Group for NAAiG also shows majority opposition to both proposals across every congressional district and major demographic group, before and after voters receive additional information.

Economic Siphoning and Job Protection

In their letter, the casino coalition highlighted a significant divide within the gaming industry itself. Operators opposing expansion have a substantially greater long-term stake in Mississippi, owning an average of 55% of their total properties in the state, compared with just 22% for operators supporting online expansion.

The coalition identified several key economic risks associated with legalizing OSB and iGaming:

• Revenue Loss: Unlike retail casinos, where revenue stays in-state, OSB allows out-of-state operators to cover corporate overhead first, leaving only minimal fees for in-state partners.

• Job Cannibalization: “In-play” mobile betting threatens to reduce physical foot traffic, leading to weakened casino operations and a reduction in the hospitality workforce.

• Minimal State Benefit: Estimated incremental tax revenue is projected at only $11 million—a figure the coalition deems “not a material amount” against a $7 billion state budget.

A Public Health Crisis

Coalition members also raised serious public health concerns, citing a 67% increase in gambling addiction-related search interest in states with legalized online sports betting and a 30% rise in bankruptcies among low-savings households. Research indicates legalization has led to a 372% increase in irresponsible gambling behavior.

“The people of Mississippi are speaking clearly: they value their communities, their local jobs, and their families more than the minimal tax revenue promised by out-of-state tech companies,” the coalition said.

Letter Signatories

The letter opposing online gambling expansion was signed by representatives from:

Churchill Downs (Harlow’s Casino Resort & Spa, River Walk Casino Hotel)

Foundation Gaming & Entertainment (Fitz Casino Hotel, WaterView Casino Hotel)

Full House Resorts (Silver Slipper Casino Hotel)

Gulfside Casino Partnership (Island View Casino Resort)

Palace Casino Resort

Pearl River Resorts (Golden Moon Hotel and Casino)

Saratoga Gaming (Magnolia Bluffs Casino Hotel)

Treasure Bay Casino and Hotel.

The post Poll: Mississippians Deliver Resounding “No” to Mobile Sports Betting and iGaming appeared first on Americas iGaming & Sports Betting News.