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How to Organise Customer Support Services Effectively?
When launching an iGaming project, every operator faces a dilemma of how to organise its customer support services effectively. Should it be managed in-house or outsourced? SOFTSWISS, an international tech provider with over 15 years of iGaming experience, offers a cost comparison to help resolve the issue.
Through years of delivering high-quality customer support to its Casino Platform clients, SOFTSWISS Managed Services has earned strong recognition among industry leaders. In 2023-2024, the solution received several awards for its outstanding contributions to responsible gambling practices and excellence in customer support. Based on their profound experience, SOFTSWISS experts share their insights on organising customer support services.
In-House vs Outsourced Services: Pros and Cons
Cost savings, flexible payments depending on the project scope and workload, increased operational efficiency and access to specialised expertise are undeniable advantages of outsourcing customer support services. What is more, an outsourced support team eliminates the need for investing in recruiting, hiring, training, and managing staff, allowing businesses to focus on core operations while reducing overhead costs.
The key advantage of the in-house model and something outsourcing typically lacks is greater control over a project. At the same time, outsourcing frees up time and human resources, enabling operators to prioritise high-impact strategic initiatives instead of being tied up with routine service management tasks.
When it comes to customisation, experts generally do not classify it as a distinct advantage or disadvantage of either model. At SOFTSWISS, when launching any iGaming project, the team requests operators to complete a specialised questionnaire. The responses are then used to customise customer support services to the unique needs of each project.
Crucial Customer Support Services
When setting up a back office for an iGaming project, the first step is to determine the ‘must-have’ services to be provided. Based on the SOFTSWISS expertise, the golden standard comprises the following:
- First-Line Support. To ensure a smooth project flow, an operator needs at least five in-house specialists to provide comprehensive player support. With the player base growing across various locations, additional specialists will be needed to offer multilingual support.
- Anti-Fraud Support. In some projects, a single professional may be able to handle all necessary tasks. The challenge is the high cost of such experts, which can vary depending on the country of recruitment.
- VIP-Player Support. VIP players generate around 60-80% of the project’s revenue and need an exceptional approach.
- Ongoing Retention Support. Developing marketing strategies and clear action points for increasing player loyalty and retention takes a lot of time and requires profound industry experience.
The costs for setting up an in-house service to address the above functions start at 25,000 euro, whereas outsourcing can reduce these expenses by nearly half.
Enhanced Customer Support Services
Several additional services play a critical role in increasing player loyalty, engagement, and lifetime value. SOFTSWISS experts highlight the following:
- Initial Retention Setup. It is a one-time service for preparing player segmentation and setting up welcome letters, bonuses, and promotional campaigns, allowing the project to start operating fully from day one. This service does not require ongoing attention.
- Player Reactivation. Experienced professionals help manage failed payments, and reactivate dormant players.
- Content Management. This service ensures a seamless user interface, up-to-date content, and a robust communication system. A clear and user-friendly website helps attract users and convert them into active players.
The minimal costs for additional services stand around 7,500 euro and differ only slightly whether organised in-house or outsourced. The challenge is independently setting up numerous unfamiliar processes from scratch, especially without prior experience. Additionally, some specialists may not be needed full-time, and arranging part-time work can often be inefficient.
Artyom Rudakov, Head of SOFTSWISS Managed Services, summarises: “The choice of the appropriate model for the customer support organisation depends on the specific needs of a business. It should rely on the project’s life cycle stage, forecasts, management capabilities and a business approach tailored to geographic geography and local labour market opportunities.
In some cases, a hybrid model, combining both in-house and outsourced support, can offer the best of both worlds. At the same time, the outsourced model allows the team to focus on project development and business growth.”
The SOFTSWISS will take part in the SBC Summit Lisbon on 24–26 September. To get more insights, partners can book a meeting at stand B-160.
About SOFTSWISS
SOFTSWISS is an international technology company with over 15 years of experience in developing innovative solutions for the iGaming industry. SOFTSWISS holds a number of gaming licences and provides comprehensive software for managing iGaming projects. The company’s product portfolio includes the Online Casino Platform, the Game Aggregator with over 23,500 casino games, the Affilka affiliate platform, the Sportsbook software and the Jackpot Aggregator. In 2013, SOFTSWISS revolutionised the industry by introducing the world’s first Bitcoin-optimised online casino solution. The expert team, based in Malta, Poland, and Georgia, counts over 2,000 employees.
The post How to Organise Customer Support Services Effectively? appeared first on European Gaming Industry News.
Sought-after software provider joins forces with innovative online gaming company to distribute Elysium Studios – Driven by Swintt titles in MGA and NL markets
Rapidly expanding online casino software supplier, Swintt, has doubled down on its mission to increase its presence in regulated markets worldwide after announcing a new partnership with Play North that will share Elysium Studios games with a wide new audience.
With the deal being specifically targeted at MGA and NL-regulated jurisdictions, Swintt will now share its full library of content with Play North brands Kansino and Pikakasino, with a particular emphasis being placed on the newer Elysium Studios – Driven by Swintt collection of slots.
This will no doubt be the case for the Elysium Studios title, I Hate Fairytales, which plunges players into a darkly whimsical world where twisted versions of beloved fairytales set the stage for thrilling gameplay
Of course, with Play North’s mission since forming in 2018 being to always put the player at the heart of the action, the new range of Elysium Studios games will assist the group in providing a more engaging experience to customers while helping Swintt raise its profile in two key markets.
David Mann, Chief Executive Officer at Swintt, said: “Increasing our presence in regulated markets has always been at the heart of Swintt’s growth strategy, so teaming up with an exciting brand like Play North obviously comes as great news for our ongoing expansion plans.
“Like us, Play North are a young company with a firm focus on putting the player at the centre of everything they do – and with a strong presence in MGA and NL-regulated markets, the deal will help us share our exciting Elysium Studios titles with audiences on both of their online platforms.”
Daphne Xerri, Chief Product Officer at Play North, said: “With a mission statement to always put players at the core, Play North is dedicated to bringing the very best in online casino content to customers in MGA and NL-licensed markets – and partnering Swintt will only further this aim.
“In particular, the provider’s popular range of Elysium Studios – Driven by Swintt games look to have all the right ingredients to really make an impact with players on both our Kansino and Pikakasino brands and we’re really excited to discover how they perform over the coming weeks.”
The post Swintt extends presence in key markets through Play North partnership appeared first on European Gaming Industry News.
Evoplay, the award-winning game development studio, has released Instant Soccer, a football-themed instant game designed to provide quick, strategic gameplay.
Developed with simplicity in mind, the game blends intuitive mechanics with the thrill of sports betting, allowing players to engage quickly and effortlessly.
By combining the excitement of football with familiar betting-inspired features, Instant Soccer offers a fresh take on instant games that appeals to a broad player base.
The title allows players to set their target multiplier before the round begins, aiming to match or exceed it when the final multiplier is revealed. The more ambitious the target, the greater the risk and reward, with a maximum win of up to 10,000x the bet.
To support a tailored experience, Instant Soccer includes a Chance of Winning indicator based on the selected target and Advanced Autoplay, enabling players to automate rounds with customisable conditions.
A Quick History feature also enhances transparency and engagement, allowing users to track round outcomes and view top player rankings in real-time.
Ivan Kravchuk, CEO at Evoplay, said: “With Instant Soccer, we’ve created a game that merges the simplicity of instant play with the energy of football and the strategy of sports betting.
“It’s designed to appeal to a wide audience, whether you’re a football fan, a casual gamer, or someone looking for short, engaging sessions. We’re confident it will deliver strong results for our partners across multiple markets.”
The post Evoplay introduces betting-inspired mechanics in new release Instant Soccer appeared first on European Gaming Industry News.
Swedish gaming giant confirms its ongoing commitment to regulated markets globally and raises concerns over the circumventing of existing legal frameworks regarding so-called ‘sweepstakes casinos’
Play’n GO, the world’s leading casino entertainment provider, has today announced that the company’s unmatched portfolio of games will never be supplied to so-called ‘sweepstakes casinos’.
Play’n GO CEO and Co-Founder Johan Törnqvist, said: “Sweepstakes casinos do not operate inside a regulated framework and that’s not something we support. Our commitment to regulated markets is absolute. We will never supply our games to sweepstakes casinos.”
The announcement comes as so-called sweepstakes casinos are increasingly under scrutiny by regulators and lawmakers, especially in the US.
Shawn Fluharty, Head of Government Affairs for Play’n GO, added: “Sweepstakes casinos threaten the regulated market model that many of us in the industry have worked so hard to achieve, which protects players first and foremost, and delivers much-needed revenue to jurisdictions.
“Regulators across the US in particular are rightfully beginning to crack down on these unregulated operations. And I can say with confidence that regulators have long memories – anyone doing business with sweepstakes casinos today will find it very difficult to do business in a future regulated market.
“Additionally, lawmakers certainly have an interest in protecting licensees and state revenues going forward.”
Play’n GO has been a vocal advocate for increased regulation in the online gaming space for many years.
The company was the first supplier in the industry to publicly rule out producing ‘bonus buy’ games, now banned by the UK and Dutch regulators and under discussion by many other regulators too.
In a further sign of the increasingly rapid divergence between regulated and unregulated spaces within the industry, Play’n GO was recently recognised as a priority partner by German casino operator Tipico. The partnership programme sees Tipico give Play’n GO games increased visibility and promotional spaces while, crucially, removing games entirely produced by other suppliers who serve both the regulated and black market in Germany.
Magnus Olsson, Chief Commercial Officer of Play’n GO, commented: “It’s no secret that with this decision – much like with our stance towards Bonus Buy games – we have been, and continue to leave a lot of money on the table. But everyone in the industry has a choice about what kind of industry we want.
“We want to see a fully regulated and sustainable industry that protects players, promotes innovation, and ensures that we actually have an industry in the future.
“We are starting to see both regulators and operators, such as with Tipico in Germany, recognise that the future of the industry is through regulation. It’s time for other suppliers to do their part too and I’m delighted to see Play’n GO leading the way once again.”
The post “Play’n GO will never supply games to sweepstakes casinos” – CEO Johan Törnqvist appeared first on European Gaming Industry News.
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