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Play'n GO is returning to the Global Gaming Expo in Las Vegas this year
Play'n GO is returning to the Global Gaming Expo in Las Vegas this year

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How to Organise Customer Support Services Effectively?

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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

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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

Several additional services play a critical role in increasing player loyalty, engagement, and lifetime value. SOFTSWISS experts highlight the following:

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  • 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.

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G2E Las Vegas next stop for Innovative Technology

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Innovative Technology is preparing for the major gaming show in the US – G2E 2024 – which will take place on October 8th-10th at The Venetian Expo in Las Vegas. Global Gaming Expo (G2E) is a key gambling industry trade show aimed at fostering innovation and driving growth, with industry suppliers and professionals from across the globe gathering together for one exciting week. Innovative Technology, a trusted provider of bill validators and recyclers to the gaming industry, will be showing their latest devices, including their new age & identity verification technology, from booth 2035.

Commenting on Innovative’s participation, Lauren Fabbri, Business Development Manager for North America said, “We can’t wait to show G2E visitors our latest technology. This is always an exciting show for us and presents an ideal platform to network with customers and suppliers in this vibrant market. We are experiencing huge growth across North America – with our NV200 casino grade, field-proven bill validator. With its “easy to retrofit” design, we are seeing a significant demand from operators who are upgrading their existing machines to the NV200. We’ll also be demoing all of our latest bill recyclers in the booth, including the new NV4000 which is ideal for redemption terminals due to its large multi-bill recycling capacity, NV22S for a compact bill recycling solution, and the Spectral Payout for superior mixed denomination recycling with advanced validation technology.”

Lauren continued, “We also supply a range of coin validation products to the gaming sector. The SMART Coin System (SCS) is an “all-in-one” bulk coin validator, hopper and recycler which eliminates coin starvation and the need for multiple hoppers. The coin elevator is an add-on module for the SCS that dramatically reduces the distance between coin entry and exit points to improve customer experience. Come and see us at the booth and let us showcase how these products can improve efficiency and significantly reduce operator collection costs.”

Concluding Lauren said, “We can’t wait to show G2E visitors our latest AI-powered age and identity verification technology too. These products can be used to stop minors from accessing age restricted goods or services and are ideal to help prevent underage gambling. MyCheckr, with an integrated camera and screen, can be used at entrances to prevent minors entering age-restricted gaming zones and ICU Lite can be fully integrated within an individual gaming machine to give an automated age-check at the machine prior to game play initiating. The technology operates completely anonymously and does not store any data or require any previous personal details so there’s no need to worry about data privacy and security. The team will be happy to answer any questions and demonstrate our products on booth 2035 – see you in Las Vegas next month!”

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Props.Cash Bolsters RG Offering with Birches Health Partnership

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Leading sports gaming research platform Props.Cash is expanding its responsible gaming efforts by partnering with Birches Health, a national provider of gaming education resources and support services. As Responsible Gaming Education Month continues, Props.Cash and Birches Health have announced plans for a dedicated integration of custom educational content and resources for responsible play on Props.Cash platforms. In line with the company ethos of helping educate and inform bettors, the partnership aims to instill and encourage sustainable, healthy behaviors.

“This partnership aligns with our unwavering commitment to our community by offering another ‘tool in the belt’ to ensure sports betting remains fun and safe. At the core, all of us at Props.Cash are sports enthusiasts, and it is imperative to have partners like Birches Health in order to make sure the joy of being a sports fan is always at the forefront, and there is a resource at anyone’s disposal to tap into should that enjoyment or relationship with sports betting ever come into question. Companies like Birches Health are creating accessibility and support for those in our industry who may need it, and we are proud to call them a partner,” said Michael Sansom, Vice President of Marketing at Props.Cash.

“We are excited to partner with a company like Props.Cash that over the years has developed a reputation for putting its customers first. Their research tools are impressive, and we’re looking forward to supplementing the offering with new elements that promote Responsible Gaming best practices,” Birches Health founder Elliott Rapaport said.

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PURE KICK Energizes Gamers Nationwide Promotion with New Warcraft Rumble Unite Promotion

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PURE KICK, the number one powdered hydration and energy drink mix in the Value Channel, announced its first co-branded promotional partnership with Blizzard Entertainment’s popular mobile game Warcraft Rumble. The collaboration offers players a new way to power up their gameplay with PURE KICK’s zero-sugar, energy-boosting drink mixes, all while unlocking exclusive in-game bonuses and rewards.

Starting September 1, gamers who purchase PURE KICK products—including Strawberry Watermelon Hydrate, Concord Grape Hydrate, Citrus Hydrate, and the Energy and Hydrate 30ct Variety Pack—can redeem their receipts to access up to four in-game content bundles. Each bundle offers $5 worth of special in-game rewards, adding value to their purchase and enhancing their Warcraft Rumble experience.

“We are thrilled to collaborate with Blizzard Entertainment for this exciting promotion. The synergy between Warcraft Rumble and PURE KICK is undeniable—both cater to the needs of gamers who are always on the move, offering the perfect blend of energy and excitement anytime, anywhere. This partnership marks our first venture into gaming and launches our broader strategy focused on creating innovative licensing and promotional programs that resonate with the gaming community,” said Amy Pagels, VP of Licensing and Partnerships at The Jel Sert Company.

Warcraft Rumble, available on iOS and Android, is an action-packed mobile strategy game that invites players to collect and assemble armies of iconic characters from the Warcraft universe and battle it out in unique missions designed to test their tactical wits. Players can experience multiple game modes, including the single player campaign, co-op challenges, epic PvP battles, and more.

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Players can purchase PURE KICK’s 6-count Hydrate line at retail stores such as Dollar General, Dollar Tree, Walgreens, HEB, and more. The PURE KICK Energy and Hydrate variety pack will be available on Amazon. Gamers can redeem up to four in-game content bundles by purchasing PURE KICK products and uploading their receipts to www.purekick.com/rumble.

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