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How to Organise Customer Support Services Effectively?

Published

2 years ago

September 12, 2024

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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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Tonybet player in Canada claims $20,000 CAD golden World Cup card prize

Published

5 hours ago

July 21, 2026

Wladimir P.

tonybet-player-in-canada-claims-$20,000-cad-golden-world-cup-card-prize

Tonybet says a player in Laurier-Station, Canada has claimed the “golden card” prize worth $20,000 CAD in the operator’s World Cup Card Collection. The announcement was made Tuesday 21st July 2026.

The World Cup collection featured 51 cards in total, including 48 digital cards representing participating World Cup nations, plus three unique prize cards in bronze, silver and gold. Tonybet said the bronze card—available during the group stage—was previously found by a customer in Saint-Colomban, Canada, while the silver card—available during the knockout rounds up to the quarter-finals—was won by a player in County Kildare, Ireland.

The golden card became available for the semi-final, third-place play-off and final, and has now been claimed, Tonybet said.

Tonybet Head of Product Kiryl Liudvikevich said: “You can plan a campaign down to the last detail, but you can’t plan what the World Cup brings.

“We designed the collection to evolve with the tournament, and every knockout round created new stories we couldn’t have predicted. Seeing players complete their collections and discovering who would uncover each prize was the most rewarding part of the campaign.

“I hope everyone enjoyed the experience for what it was meant to be: a fun addition to the tournament, played responsibly and always within their limits.”

Tonybet said the collection will remain open until 31 July for players who are still completing sets and spending coins, although all grand prizes have been awarded.

The post Tonybet player in Canada claims $20,000 CAD golden World Cup card prize appeared first on EE Gaming | Global iGaming & Tech Intelligence Hub.

Canada

Tonybet player in Canada claims $20,000 CAD golden World Cup card prize

Published

5 hours ago

July 21, 2026

GamingAmericas.com

The golden card became available for the semi-final, third-place play-off and final, and has now been claimed, Tonybet said.

Tonybet Head of Product Kiryl Liudvikevich said: “You can plan a campaign down to the last detail, but you can’t plan what the World Cup brings.

“I hope everyone enjoyed the experience for what it was meant to be: a fun addition to the tournament, played responsibly and always within their limits.”

Tonybet said the collection will remain open until 31 July for players who are still completing sets and spending coins, although all grand prizes have been awarded.

The post Tonybet player in Canada claims $20,000 CAD golden World Cup card prize appeared first on Americas iGaming & Sports Betting News.

AI

SCCG Management and Trivver Partner to Transform Gaming with AI-Powered Interactive Commerce

Published

5 hours ago

July 21, 2026

GamingAmericas.com

sccg-management-and-trivver-partner-to-transform-gaming-with-ai-powered-interactive-commerce

SCCG Management has entered a strategic partnership with Trivver, Inc., a spatial AI technology company holding more than 165 global patents, to bring measurable AI-powered commerce experiences to gaming operators, casinos, sportsbooks, and entertainment brands.

SCCG Management, an advisory and consultancy firm serving publicly traded and privately held corporations across the global gaming, betting, and prediction markets sectors, today announced a new strategic partnership with Trivver, Inc., a spatial AI technology company based in Hideout, Utah. The partnership brings Trivver’s patented AI-powered Smart Objects into SCCG’s network of gaming operators, platform providers, and sports and entertainment brands.

Trivver holds more than 165 global patents covering spatial AI, immersive environment monetization, and viewability measurement, with technology that deploys across web, mobile, and smart glasses platforms without requiring an app download. Trivver enables gaming operators and brands to transform digital environments into measurable, interactive commerce experiences where every product, sponsorship, or promotion becomes intelligent, personalized, and directly shoppable. The company’s work includes a virtual banking experience built for JPMorgan Chase and, most recently, the June 11, 2026 launch of its PlayCanvas SDK on Google Cloud Marketplace, Trivver’s first commercial deployment of in-game advertising infrastructure, announced with supporting statements from Jack Buser, global director for Games, Strategic Industries at Google Cloud, and Will Eastcott, CEO and co-founder of PlayCanvas. The SDK lets developers building on the PlayCanvas engine deploy interactive in-world brand experiences inside browser-based games, personalized in real time using Google’s Gemini models, with Unreal Engine and Unity support in development. Its platform is designed to turn any product, brand asset, or advertising unit into an interactive 3D object inside an immersive environment, with built-in measurement of viewability and engagement aligned with IAB and MRC ad-measurement standards.

Trivver’s environments can be launched through a URL, QR code, or link, with inventory swapped in seconds without changing the destination address, and each smart object carries its own engagement data on screen coverage and dwell time. That data layer is what SCCG sees as the differentiator for gaming and entertainment use cases: an operator or rights holder can measure exactly how an audience engages with a branded 3D object inside a live casino stream, a fan-engagement environment, or a venue activation, not just whether it was displayed.

Under the partnership, SCCG will provide Trivver with strategic and regulatory advisory across gaming verticals, commercial introductions to operators and platform partners across its network, support for Trivver’s expansion into new international markets, and introductions to potential strategic partners and acquirers. The engagement will prioritize verticals where Trivver’s technology has direct application, including live casino, fan engagement and sports entertainment, music, and automotive. The fit runs in both directions: Trivver’s own positioning for its Enterprise AI Commerce Platform names Gaming, Casinos & Sports Betting as one of ten target verticals the platform serves.

“Trivver is exactly the kind of category-defining technology partner our network looks for. They hold more than 165 global patents, they just launched their PlayCanvas SDK on Google Cloud Marketplace, and their own platform already names gaming, casinos, and sports betting as a core vertical. Live casino, fan engagement, and immersive entertainment all have unused digital real estate, and Trivver’s spatial AI is built to monetize exactly that space, with measurement built to IAB and MRC standards.”

Stephen Crystal, Founder and CEO, SCCG Management

SCCG will draw on its established network of more than 100 partners across sportsbook operators, iGaming platforms, content studios, live casino providers, and B2B technology vendors to identify and support introductions for Trivver, alongside representation at major international gaming events including G2E Las Vegas, ICE London, and SBC events.

“Gaming has become one of the world’s largest digital commerce platforms. Together with SCCG we’re giving operators, brands, and entertainment companies a new way to engage audiences through AI-powered experiences that can be measured, personalized, and monetized in real time.”

Joel LaMontagne, Chief Executive Officer, Trivver, Inc.

The partnership adds to SCCG’s growing roster of technology partners bringing new categories of immersive, measurable digital experiences into the gaming and entertainment industry, and reflects the continued convergence of physical and digital engagement across live casino, sports, music, and automotive audiences. SCCG will begin with a market assessment and gaming-vertical analysis of Trivver’s technology, followed by initial introductions to qualified operators and platform providers across its network, with distribution and advisory support continuing throughout the engagement.

About SCCG Management

SCCG Management is a global advisory firm with more than 33 years of experience connecting clients to strategic partners across the gambling industry. With an ecosystem of over 130 gaming-related partner companies, SCCG provides market representation, business development, capital introductions, and managed services to operators, technology providers, and brands worldwide. For more information, visit sccgmanagement.com.

About Trivver

Trivver, Inc. is a spatial AI technology company specializing in 3D smart object technology, immersive environment monetization, and augmented reality deployment across web, mobile, and smart glasses platforms. Trivver is the Enterprise AI Commerce Platform that enables organizations to create, deploy, measure, personalize, and monetize interactive experiences across web, mobile, gaming, smart TVs, and emerging wearable devices. The company holds more than 165 global patents, launched its PlayCanvas SDK on Google Cloud Marketplace in June 2026, and has worked with organizations including JPMorgan Chase. Trivver is led by Chief Executive Officer Joel LaMontagne. For more information, visit trivver.com.

The post SCCG Management and Trivver Partner to Transform Gaming with AI-Powered Interactive Commerce appeared first on Americas iGaming & Sports Betting News.