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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.

 

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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.

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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

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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.

 

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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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Independent evaluation highlights impact of Ygam’s parent programme

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An independent evaluation has provided compelling evidence that Ygam’s work is effectively equipping families with the tools and knowledge to safeguard children from gaming and gambling harms.

The evaluation report, conducted by Sherbert Research, examined Ygam’s programme tailored for parents and carers, which includes online workshops, resources, and the Family Hub website.

The evaluation, assessed against Ygam’s comprehensive Theory of Change, found ‘strong evidence across all groups’ of increased understanding of gaming and gambling harms and their impact on behaviour change and the wellbeing of children and young people. It also highlighted that parents regard Ygam as a trusted source of support and information on these subjects.

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After attending a Ygam workshop, parents expressed a deeper understanding of their role in supporting children and young people on these issues. The workshops were credited with reducing stigma around gaming and gambling harms and encouraging greater engagement from families. Many parents reported proactively understanding the risks and feeling empowered to start conversations with their children about gaming and gambling, putting boundaries in place before harm occurs.

While parents and professionals are increasingly aware of the risks associated with gaming, fewer recognise children’s potential exposure to gambling and gambling-like features, along with the related harms. The report reinforces that Ygam’s work plays a vital role in closing this critical knowledge gap through awareness raising, offering effective safeguarding tools, and providing the guidance and support required to create a safer digital home environment.

The programme was also commended for shifting perceptions around video gaming and microtransactions. They described taking immediate proactive steps such as adjusting screen time, understanding app spending, and setting clearer rules around their child’s online habits.

One parent who took part in the evaluation said: “After the session, I checked my son’s gaming account and realised he had spent over £200 on in-game purchases. We talked about it, and I’ve now set up parental controls.”

The high quality and standard of Ygam’s educational content was also praised by parents, with many describing it as ‘one of the best’ workshops they had attended for addressing a topical and complex issue, and for delivering accessible knowledge that supports real-life action.

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Another parent said: ” A friend mentioned Ygam after I shared concerns about my son’s gaming habits. She had been on the course and said it had really helped her understand how to manage screen time”.

Claire Patel, Programme Lead for the Parents and Carers programme at Ygam, said: “We welcome the findings of this evaluation, which highlight the widespread and meaningful difference our programme is making for families. Parents and carers know their children better than anyone, and they have a crucial role to play – but they consistently tell us they often feel under-informed in today’s fast-moving digital world. We remain committed to listening to families and providing the information and tools they need to promote healthy habits and safeguard their children from potential harms.”

The evaluation was informed by interviews and video diaries from parents, foster carers, and professionals who attended Ygam workshops between 2023 and 2024.

All recommendations for improvement will be incorporated into the ongoing review and development of Ygam’s programmes to ensure they remain as effective and impactful as possible.

The post Independent evaluation highlights impact of Ygam’s parent programme appeared first on European Gaming Industry News.

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Endorphina Press Releases

Endorphina’s Sticky Lips: Our Joker Returns, Ready to Stick You with Unforgettable Luck!

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Prepare for an unforgettable summer as Endorphina announces the highly anticipated release of Sticky Lips, its latest captivating slot, on the 8th of July. This visually striking title invites players into a vibrant world where Endorphina’s Joker makes a remarkable return, blowing irresistible kisses to make their winnings truly stick.

She’s wild, she’s wicked – and her lips are ready to stick you with luck! Dare to stare into her eyes in this 5-reel 4-row slot with 50 fixed paylines and prove your worth to get a lucky, juicy kiss. With every spin, her lips glow and tempt, hungry to lock in golden wins.

Key highlights of Sticky Lips:

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  • Vibrant Visuals: The captivating graphics and symbols, such as gleaming gold bars, blazing sevens, and shiny bells, bring the world of Sticky Lips to life.
  • Mobile Compatibility: Enjoy the sticky-sweet fun anytime, anywhere, with seamless play across all devices.
  • Free Games with the Sticky Wild Feature: Land 3 Scatter symbols to trigger 10 Free Games where Wilds become sticky for even more incredible wins. Scatters covered by a Wild still count towards new combinations!
  • Classic Risk Game: Dare to double your winnings up to 10 times in our signature Risk Game!

What truly sets Sticky Lips apart is its unique blend of familiar slot charm with an enticing, playful narrative. Sticky Lips features a visually striking design that captures the playful mystery and growing anticipation, drawing players deeper into the narrative with every spin.

Why try Sticky Lips?

For over 12 years, Endorphina has stood out as a premier slot provider in the iGaming industry. Since the beginning of our journey, we’ve developed slot games celebrated for their stunning visuals, engaging features, unique themes, and immersive gameplay. Our player-centered approach to game development ensures every slot delivers a magical, mobile-compatible experience, packed with thrilling features for everyone to enjoy.

The post Endorphina’s Sticky Lips: Our Joker Returns, Ready to Stick You with Unforgettable Luck! appeared first on European Gaming Industry News.

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GR8 Tech Launched the Champion’s Playbook for High-Performance iGaming Brands

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When ESPN Bet crashed during 26% of March Madness game time, it proved what heavyweight operators already know: that level of downtime is unthinkable—and expensive. When you’re processing millions of bets during a single event, every second of uptime and every millisecond of speed directly impact your bottom line.

That’s why GR8 Tech created the Champion’s Playbook for High Performance—distilling lessons from processing billions of bets per year into a tactical guide for operators who refuse to accept ‘good enough.’

Inside the guide, operators will discover:

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  • Three pillars of high performance: the non-negotiable standards for uptime, speed, and scalability that separate champions from contenders—plus the specific benchmarks that matter.
  • From heavyweight performance to champion experiences: how to transform solid infrastructure into engaging, personalized player experiences while protecting margins from churn and fraud.
  • A hard-hitting due diligence checklist: ready-made questions to evaluate your current provider or efficiently eliminate unsuitable candidates from your shortlist.

After hundreds of conversations with operators, I know exactly what’s broken in the industry. The checklist cuts through the sales pitch to the questions that actually matter. Use it on any provider, including GR8 Tech. The answers will separate the real heavyweights from the pretenders,” says Yevhen Krazhan, CSO at GR8 Tech.

Why this matters now

The iGaming landscape demands excellence. Players expect 24/7 availability, lightning-fast responses, and experiences that feel built just for them. Meanwhile, 70% of businesses struggle with poor data quality, and mobile users abandon sites that take longer than 3 seconds to load. In this environment, technical mediocrity isn’t just disappointing—it’s expensive.

Ready to perform like a true iGaming heavyweight?

Download the Champion’s Playbook and start building your path to high-performance dominance.

The post GR8 Tech Launched the Champion’s Playbook for High-Performance iGaming Brands appeared first on European Gaming Industry News.

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