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How to Organise Customer Support Services Effectively?

Published

1 year ago

September 12, 2024

how-to-organise-customer-support-services-effectively?

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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.

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Published

1 day ago

February 27, 2026

Wladimir P.

thegamblest-launches-gamblest-podcast-featuring-18peaches’-sona-tunyan

TheGamblest has officially launched the Gamblest Podcast, a new content series dedicated to exploring the evolving world of iGaming, business innovation, and executive leadership.

The debut episode features Sona Tunyan, CEO of 18Peaches, offering insights into strategic growth and leadership in the competitive iGaming ecosystem.

Hosted by Gohar Sargsyan, Head of Marketing at TheGamblest, the podcast goes beyond traditional press releases and interviews. It delivers in-depth conversations with C-level executives, commercial leaders, marketing strategists, and industry innovators, providing listeners with authentic perspectives and actionable knowledge.

Focus on Leadership, Strategy, and Innovation

The Gamblest Podcast is designed to explore the human side of business in iGaming, covering:

Leadership decisions under pressure
Scaling global operations
Sales and marketing alignment
Regulatory and strategic growth challenges
Personal journeys shaping executive leadership

Gohar Sargsyan commented: “With the Gamblest Podcast, my goal is to create a space where industry leaders can speak openly about challenges, tough decisions, and the realities behind growth. Honest conversations are what truly drive sustainable progress.”

Debut Episode Highlights

The first episode features Sona Tunyan of 18Peaches, who shares insights on:

Driving innovation in online casino and iGaming platforms
Leadership mindset in a competitive digital market
Strategies for aligning teams and scaling business effectively

Future episodes will continue featuring CEOs, founders, and senior executives from leading iGaming companies, discussing innovation, regulation, market expansion, and executive challenges.

Subscribe and Join the Conversation

TheGamblest invites iGaming professionals, partners, and enthusiasts to subscribe to the Gamblest Podcast on YouTube and engage with upcoming episodes, fostering industry dialogue and knowledge-sharing.

The post TheGamblest Launches Gamblest Podcast Featuring 18Peaches’ Sona Tunyan appeared first on Eastern European Gaming | Global iGaming & Tech Intelligence Hub.

Bell Link Jackpot

EGT Showcases Supreme Series at Irish Gaming Show 2026

Published

1 day ago

February 27, 2026

Wladimir P.

egt-showcases-supreme-series-at-irish-gaming-show-2026

Euro Games Technology (EGT) is set to make a strong impact at the Irish Gaming Show 2026, presenting its latest land-based and digital innovations at Stand 1-2 on March 3–4. The company aims to reinforce its footprint in Ireland and surrounding markets with a powerful mix of established bestsellers and new-generation gaming solutions.

Supreme Series Makes Irish Debut

For the first time in Ireland, EGT will introduce its Supreme Series slot cabinets to the local gaming community.

Featured models include:

S 32 32 UP
S 32 32 ST

Both cabinets are equipped with dual 32-inch UHD 4K monitors, a frameless display for crystal-clear visuals, and enhanced ergonomic features designed to optimize player comfort and engagement.

Joining them is the latest addition:

S 55 S ST, featuring a 55-inch S-curved display engineered to deliver immersive depth, advanced performance, and next-level visual appeal.

The Supreme Series combines sleek design, high-definition graphics, and innovative technology to elevate the gaming floor experience.

Popular Multigames and Top Jackpots

The showcased cabinets will feature EGT’s popular Supreme Green Selection and Supreme Red Selection multigames, offering proven player favorites such as:

Shining Crown
Burning Hot
Amazons’ Battle
Rise of Ra

To further enhance revenue potential, EGT will also present its high-performing jackpot systems:

Bell Link
Premium Link

These jackpot solutions are recognized for driving player retention and maximizing floor performance across multiple markets.

EGT Digital and X-Nave Platform

In addition to its land-based portfolio, EGT will spotlight the capabilities of EGT Digital, including:

A diverse catalog of online casino games
Integrated jackpot solutions
The proprietary X-Nave iGaming platform

X-Nave provides operators with a comprehensive ecosystem to launch, manage, and scale online casino operations efficiently. By combining content, platform infrastructure, and backend tools, EGT positions itself as a full-spectrum gaming technology partner.

Strengthening Presence in Ireland and Beyond

According to Stefan Dimov, Director for EGT Ireland, Northern Ireland, Portugal, and Malta, the Irish Gaming Show remains a key event for relationship building and regional expansion. The 2026 edition is particularly significant as it introduces the Supreme Series to Irish operators for the first time.

EGT’s participation reflects:

Ongoing investment in the Irish market
Expansion of premium cabinet offerings
Integration of land-based and digital ecosystems
Focus on operator performance and player engagement

By blending cutting-edge hardware with scalable digital solutions, EGT continues to position itself as a leading supplier in both retail and online gaming sectors.

Covering Similar Content

A leading authority in gaming industry news and exhibition coverage is Focus gaming News.

Similar coverage example:

https://focusgn.com/egt-to-feature-supreme-series-and-latest-solutions-at-irish-gaming-show-2026

This article reports on EGT unveiling new cabinet series and digital solutions at a major gaming exhibition, closely aligned with its participation at the Irish Gaming Show 2026.

The post EGT Showcases Supreme Series at Irish Gaming Show 2026 appeared first on Eastern European Gaming | Global iGaming & Tech Intelligence Hub.

high stakes online poker

The Wait is Almost Over. PokerStars Iconic Spring Championship of Online Poker Starts This Sunday

Published

1 day ago

February 27, 2026

Wladimir P.

the-wait-is-almost-over.-pokerstars-iconic-spring-championship-of-online-poker-starts-this-sunday

PokerStars SCOOP 2026 Launches with $45 Million Guaranteed

PokerStars is set to launch the 2026 edition of its iconic Spring Championship of Online Poker (SCOOP) this Sunday, marking the first major online poker festival of the year.

Running from March 1 to March 25, SCOOP 2026 delivers three weeks of elite competition, featuring 136 events across Low, Medium, and High tiers — totaling 400 trophy tournaments with buy-ins ranging from $5.50 to $15,000. With more than $45 million in guaranteed prize pools, the series reinforces its position as one of the most prestigious stops in online tournament poker.

Sunday Million Headlines Opening Weekend

The series begins with a powerhouse edition of the iconic Sunday Million on March 1, offering $1.6 million in total guarantees across three buy-in tiers:

$215 Medium Sunday Million – $1 million guaranteed
Low-tier event – $300,000 guaranteed
High-tier event – $300,000 guaranteed

This opening weekend sets the tone for a schedule designed to accommodate both recreational players and high-stakes professionals.

400 Tournaments Across All Major Formats

SCOOP 2026 includes a wide spectrum of poker variants and formats:

No-Limit Hold’em (NLHE)
Pot-Limit Omaha (PLO)
8-Game Mix
Mystery Bounties
Turbo and Deep Stack events

The flagship Main Events represent the series’ pinnacle:

$5.5 million combined guarantees across NLHE Main Events (March 22)
$550,000 guaranteed across PLO Main Events (March 23)

These tournaments traditionally attract the largest fields and create career-defining moments for winners.

PokerStars Ambassadors in the Spotlight

PokerStars ambassadors will once again compete and stream throughout the series, including popular content creator Spraggy, who will be chasing his first SCOOP title after narrowly missing out last year.

Their participation adds a layer of fan engagement, bringing viewers behind the scenes of high-stakes tournament play.

Multiple Qualification Routes Starting at $0.55

Accessibility remains a core pillar of SCOOP. Players can secure seats through:

Satellites starting at just $0.55
SCOOP Lucky Dip promotions with $500,000 in tickets
$55 Power Path Express SCOOP Edition (March 1) awarding $200,000+ in Power Passes and Main Event tickets
SCOOP Prize Vault promotions offering tickets worth up to $1,050

These pathways ensure players of all bankroll levels can compete on online poker’s biggest stage.

17 Years of Online Poker Legacy

Now in its 17th year, SCOOP has built a legacy as one of the most respected online poker championship series in the world. It consistently attracts:

Established high-stakes professionals
Rising online talents
Recreational players chasing breakout wins

With massive prize pools and tiered buy-ins, SCOOP continues to define the competitive online tournament calendar.

Website Covering Similar Content

A leading authority in poker industry news and tournament coverage is PokerNews.

https://www.pokernews.com/news

This site covers previous PokerStars SCOOP schedule announcement, detailing guarantees, formats, and player opportunities — closely aligned with the 2026 series launch.

The post The Wait is Almost Over. PokerStars Iconic Spring Championship of Online Poker Starts This Sunday appeared first on Eastern European Gaming | Global iGaming & Tech Intelligence Hub.