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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.
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Expanse Studios, the iGaming division of Golden Matrix Group, Inc. (Nasdaq: GMGI), proudly announces its recent certification to the ISO/IEC 27001:2022 standard, which demonstrates globally leading data security standards.
This globally recognized certification reinforces the Group’s dedication to safeguarding confidential information, client trust, and strengthening its competitive position in the iGaming industry.
The ISO/IEC 27001:2022 standard establishes a rigorous framework for managing and protecting information security across all operations. By attaining this certification, Expanse Studios has implemented a comprehensive Information Security Management System (ISMS) that ensures the confidentiality, integrity, and availability of data. This certification goes beyond compliance and assures our clients and partners of our stringent security protocols, protecting against cyber threats and unauthorized access.
“Achieving the ISO/IEC 27001:2022 certification marks a significant milestone in Expanse Studios’ journey. This certification not only reinforces our security framework but also highlights our commitment to upholding the highest standards of trust and integrity for our clients and players worldwide.”, said Damjan Stamenkovic, CEO of Expanse Studios.
In an industry where information security is paramount, ISO/IEC 27001:2022 certification demonstrates Expanse Studios’ proactive stance on cyber risk management and adherence to international best practices. The certification process included comprehensive evaluations, audits, and stringent checks, all contributing to a secure environment that benefits our clients, players, and business partners.
ISO certification assures the clients that Expanse Studios operates with top-tier security mechanisms, solidifying the role of the GMGI entity as one of the most trusted and compliant partners in the iGaming sector.
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– Powering the next generation of rewarded user acquisition –
Almedia, the data-driven platform engineering the future of mobile gaming user acquisition – today proudly announces a major hiring wave which includes over 17 people from leading global tech and gaming brands. The new hires are essential to Almedia’s ambitious strategy for achieving exponential growth across Europe and Northern America over the next 12 months.
The new team members will join an already established team, based in Berlin, with a current headcount of 80, supporting a global client base of mobile game developers and publishers. The expanded team joins established departments including product development, marketing, account management, fraud, and talent acquisition. The 17 new hires will drive Almedia’s core mission: elevating user acquisition to new heights and engineering the future of intelligent engagement.
Moritz Holländer, Chief Executive Officer and Founder at Almedia, commented: “Since 2020, we’ve been at the forefront of rewarded user acquisition, and our services and results are being embraced by the global mobile gaming industry, by companies such as Playtika, SuperPlay, Plarium, and Monopoly Go. Team Almedia is witnessing real-time exponential demand for its rewarded UA services, hence we have a robust scaleup roadmap in place to help us manage demand.”
He added: “What we’ve proudly achieved in four years is quite remarkable. With zero funding, a highly profitable organisation, we are humbled to be assembling a true dream team for the global mobile gaming industry. We are thrilled to welcome the latest waves of new hires to the team, which will help us to further establish our brand as the most credible, data-driven rewarded user acquisition company in the world.”
The new hires include
- Andrey Shilin, Lead Product Manager
- Holly Pickerell, Workplace and Culture Manager
- Sabina Halilovic, Fraud Analyst
- Alexander Rasch, Senior Finance Manager
- Alisson Paschoal Hausmann, Senior Mobile Developer
- Anthony Clement, SEO Manager
- April Chen, Senior Customer Success Manager;
- Benedikt Roth, Lead User Acquisition Google Ads Manager
- Caroline Sobkow, Talent Acquisition Partner
- Federica Stiscia, Senior Gaming Partnership Manager
- Marc Hammes, SEO Manager
- Mapa Vega, Senior Talent Acquisition Partner
- Pablo Herranz, Senior Talent Acquisition Partne
- Ravisankar Chinnam, Senior Frontend Developer
- Kutay Akalin, Data Scientist
- Aleksei Smagin, Junior Affiliate Specialist UA
- Neil Laverty, Senior Customer Success Manager
Almedia currently has a range of positions open across operations, talent, product, marketing and more. To learn more about careers at Almedia, visit the jobs section on the website.
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Huge Jackpot at King Billy Casino: C$3,658,306!
King Billy Casino, launched in 2017, has had some impressive players wins during the “reign of King Billy”. A few of them include Live Game winnings of €135,223, daily winnings from 2 or more slots of $164,000, and €250,000 won on a single spin. However, the latest win by a King Billy Casino player dwarfs every big win that has come before this. Actually, it’s bigger than all previous big wins combined for the operator!
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About Games Global
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About King Billy Casino
Established on St Patrick’s Day in 2017, King Billy is a renowned new generation casino with more than 26 awards and accolades. The casino is available in English, German, French and Finnish, and created a unique user experience, building on the theme of King Billy and his Kingdom. King Billy ensures that all its players, “Citizens” in the casino language, receive the care and attention they deserve.
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