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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.
One of Brazil’s most iconic music exports, Alok, will headline the INFINITY Lisbon at SBC Summit, delivering his signature fusion of Brazilian rhythms and electronic dance music to the global event audience.
Set to raise the roof with an unforgettable fusion of lights and sound, the MEO Arena, home to SBC Summit’s ‘Super Stage’ during the day, will shift into high gear on September 18 as it transforms into the venue for the INFINITY Lisbon. Having hosted global icons like Beyoncé and The Weeknd, the arena promises an electrifying night designed to captivate the global gaming community.
Rasmus Sojmark, CEO and Founder of SBC, said: “The INFINITY is about blending high-level business networking with unforgettable experiences, and bringing someone of Alok’s caliber to the stage takes that to a whole new level. I’m proud that we’re able to deliver this kind of energy and entertainment to our attendees.”
Alok rose to global fame with his breakout hit ‘Hear Me Now’—now nearing 850 million streams on Spotify—and has since become a trailblazer in the Brazilian Bass genre. Ranked 4th in DJ Mag’s Top 100 DJs for three consecutive years (2021–2023), he commands a massive global following with nearly 22 million monthly listeners on Spotify and 29 million Instagram followers.
In addition to headlining some of the world’s biggest festivals, including Tomorrowland, Ultra Music Festival, and Lollapalooza, Alok has collaborated with international stars such as Dua Lipa, Jason Derulo, and Ed Sheeran. His influence extends into gaming culture as well, with his inclusion as a playable character in the hit game Garena Free Fire.
Beyond the stage, Alok is a passionate philanthropist and the founder of the Alok Institute, which supports educational programs, environmental preservation, and social impact projects across Brazil.
He also champions the next generation of artists through his labels Controversia Records and UP Club Records—platforms dedicated to discovering, nurturing, and promoting emerging talent in the electronic music scene, both in Brazil and internationally.
With accolades such as Forbes Brazil’s 30 Most Influential Brazilians and Spotify’s Top 100 Global, Alok is the ideal artist to headline SBC’s second INFINITY experience, according to Sojmark.
“The INFINITY brand was born in Lisbon. It’s where we dared to try something different, hosting our first-ever EDM-style festival with massive names like Don Diablo, Miss Monique, and Darude. The energy that night was off the charts, and it confirmed what we already felt: we had created something truly special for the industry,” he said.
The INFINITY Lisbon is the grand finale of SBC Summit, the industry’s fastest-growing global event uniting 30,000 professionals across betting, gaming, payments, and affiliation. After making the move from Barcelona, Lisbon’s second edition is gearing up for an even bigger return this September 16-18.
Sojmark added: “Funny enough, Alok was originally set to headline the INFINITY Rio, but plans shifted—and now it feels even more right to have him take the stage in Lisbon, where this whole journey began. It’s going to be one hell of a night.”
Asked about his vision for the INFINITY brand, the SBC CEO said: “I see it as a thank-you to our community—a celebration for those who believe in SBC and the connections built at our events. Experiences like this strengthen those bonds. That’s the power of joy, and that’s the essence of The INFINITY brand.”
The INFINITY Lisbon is an exclusive experience reserved for VIP Event Pass holders. Secure yours now for just €400 and take advantage of a €200 early bird discount.
Operators and affiliates can apply for complimentary VIP Event Passes.
The post Global EDM Icon Alok to Lead the INFINITY Lisbon at SBC Summit appeared first on European Gaming Industry News.
The phrase “drive for show, putt for dough” is a long-standing mantra in golf that emphasises the importance of putting over driving – specifically driving distance – in winning golf tournaments. But is it true?
While the saying has a clear implication, modern data from professional golf paints a more complex picture. Using the Shots Gained (SG) metric we can compare different parts of a player’s game to see if there really is a formula for winning.
Driving test
Using shot data gained from datagolf.com we can compare the top players in the world (according to the Official World Golf Ranking) over the last 12 months.
Comparing “shots gained off the tee” with “shots gained putting” seems to turn the myth on its head – the top players gain a higher proportion of their shots off the tee than from putting. For players ranked in the Top 10, nearly 0.8 shots are gained from driving as opposed to around 0.3 for putting. Whilst the differential narrows as the players’ ranking decreases, for players ranked 90 – 100, driving still gains more than 0.2 shots more putting.
This ability to reliably gain strokes through driving gives top pros an edge, setting them up for better scoring opportunities throughout a tournament. Over a whole season, this advantage compounds and allows them to stay at the top of the leaderboards.
The long and the short
However, since “shots gained off the tee” includes par 4 and 5s, the metric is not necessarily just a measure of the importance of driving distance, but also a measure of accuracy. So, whilst driving matters, is it the distance or the trajectory that is most advantageous for winning tournaments?
Again, using the top ranked players, it appears that distance stands out as a key factor for success, with Top 10 players on average gaining nearly 10 yards per drive compared with those outside the Top 100 throughout the year. This extra yardage translates into shorter approaches and better chances to attack pins throughout the season.
These findings are corroborated by Mark Broadie in his 2014 book Every Shot Counts, where he shows that for professionals, an extra 20 yards of driving distance is worth about three-quarters of a stroke per round. Relatively speaking, for the rest of us amateur golfers, driving distance becomes even more important for scoring than driving accuracy.
Putt to the test
While driving distance provides the groundwork for long term success – and is a characteristic that all the Top 10 players seemingly must possess – it doesn’t necessarily “bust the myth” that putting is more important for winning tournaments. Indeed, looking more deeply into the metrics for the outcome of individual tournaments uncovers the fact that putting becomes more instrumental for who comes out on top.
If we look instead at the finish positions in PGA events over the last 12 months, rather than the World Ranking, putting comes to the fore. For players finishing first, putting gained an average of 1.2 shots versus a gain of 0.7 for driving. Even for players finishing 30th – 35th, putting is worth more than 0.4 of a shot on average compared to driving. The fact that top finishers in a given event typically post higher gains from putting rather than from driving underscores the vital role of putting during tournament play where players have to capitalize on scoring opportunities and avoid mistakes on the green to win.
The outcome
Fundamentally the relationship between driving and putting reveals a balanced formula for success. Driving creates opportunities and contributes to consistency while putting often decides who makes the best of those opportunities and ultimately wins on a given weekend. In a game of ever-increasing competition and precision, power and finesse must work together to elevate players to the pinnacle of the sport.
With all the attention on these extremes of golf, other aspects are often overlooked. Completing the same analyses and including shots gained for “approach” and “around the green” makes it clear that there is one area that consistently contributes to wins and ranking, making it arguably the most important aspect of a players golf game.
The post Masters Betting: Drive for Show, Putt for Dough appeared first on Gaming and Gambling Industry in the Americas.
Best Interactive Sportsbook Experience 2025
Digitain Wins Sportsbook Excellence Award at SiGMA Americas Awards
Digitain has been awarded the “Best Interactive Sportsbook Experience 2025” title at the SiGMA Americas Awards in São Paulo, Brazil, for its outstanding innovation and commitment to delivering advanced sports betting solutions.
Digitain, a leading provider of Sportsbook and iGaming solutions, has won in the “Best Interactive Sportsbook Experience 2025” category at the SiGMA Americas Awards. This prestigious recognition highlights Digitain’s relentless drive for innovation, excellence, and its ability to deliver state-of-the-art Sportsbook solutions to its partners.
The SiGMA Americas Awards took place on April 7 during the BiS SiGMA Americas event in São Paulo, Brazil. The awards celebrate the best and brightest companies, recognizing exceptional achievements, groundbreaking innovations, and significant contributions to the industry.
Iain Hutchison, Digitain’s Chief Revenue Officer, stated: “We are honored to receive this award, which marks our fifth major recognition this year. It’s a powerful validation of our commitment to innovation and the strength of the partnerships we’ve built.
At Digitain, we continuously strive to develop forward-thinking Sportsbook solutions that meet the evolving needs of our partners in a highly competitive global market. We remain focused on continuous improvement, ensuring that our partners have access to the best tools and solutions to drive their business forward.”
As Digitain continues its expansion across regulated markets, this award further strengthens its position as a trusted partner for operators seeking a competitive edge in the dynamic field of sports betting.
The post Digitain Wins Sportsbook Excellence Award at SiGMA Americas Awards appeared first on Gaming and Gambling Industry in the Americas.
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