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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.
Latest News
RG24seven collaborates with industry experts to expand landmark Sports Betting training for gaming employees

RG24seven Virtual Training, the industry-leading, free video-based virtual training system for casino and gaming employees and a BMM Innovation Group (BIG) company, is pleased to expand training offerings to include new sports betting courses. The new courses highlight the fundamentals of sports betting, the legal landscape, ethics and marketing, and responsible gaming practices.
Wendy Anderson, CEO of RG24seven Virtual Training, said, “We all play a part in upholding the reputation and credibility of our industry. We brought together top experts in the industry to create these courses and ensure that gaming employees are fully informed about all aspects of working in and around sports betting.”
Victoria Reed, CEO of Better Change and Strategic Advisor for RG24seven, added, “We also want to provide gaming employees with as much information as possible about the variables that influence the sports betting industry, such as the laws, its reputation, and why it’s important that we remain as ethical as possible. We hope learners will gain a strong working knowledge of sports betting, as well as understand the significance of the regulations, integrity in sports, and responsible gaming.”
Anderson concluded, “Sports betting is meant to be fun, and it’s even more so when you fully understand not only the terminology but also how you can protect both yourself and your customers from gambling harm. We welcome gaming company executives, managers, and other representatives to request organization-wide access to our new training.”
Latest News
Wildly popular ‘Fortune Tiger’ game among PG Soft Brazil rollout

Global iGaming powerhouse SkillOnNet has announced the expansion of its strategic partnership with award-winning game developer PG Soft bringing the studio’s acclaimed content to the regulated Brazilian market.
The move comes just months after SkillOnNet went live in Brazil with its licensed brands PlayUZU.br and BacanaPlay.br, as one of the first operators to gain approval from the brand-new licensing regime.
The integration of PG Soft’s engaging portfolio, including the wildly popular Fortune Tiger, will bolster SkillOnNet’s offering in one of the most exciting emerging markets in the world.
Fortune Tiger, known locally as Jogo do Tigrinho, has become a cultural phenomenon in Brazil. Its rapid rise has been fueled by viral marketing on platforms like TikTok and YouTube, where influencers showcase big wins and gameplay tips.
PG Soft’s content is already live in over 100 countries and supports 23 languages and 100 currencies. Known for rich visuals and innovative mechanics, the studio has earned global recognition for its ability to connect with players across diverse markets.
SkillOnNet operates more than 40 brands in regulated markets globally and boasts a platform of over 7,000 titles from the industry’s top providers. PG Soft’s integration further diversifies SkillOnNet’s content portfolio, solidifying its position as a key player in Brazil’s rapidly growing iGaming landscape.
Jani Kontturi, Head of Games at SkillOnNet said: “Brazil is a market full of potential, and we’re investing heavily to ensure we become a top-tier operator here. PG Soft’s content, especially Fortune Tiger, has already made a big impact in the region. This collaboration strengthens our commitment to localising our offering and bringing world-class entertainment to the market.”
PG Soft commented: “We’re delighted to extend our partnership with SkillOnNet into Brazil, a market where our games – especially Fortune Tiger – have really resonated with players. SkillOnNet is a leading name in regulated markets, and their ambitious plans for Brazil match our own. We’re confident that this collaboration will set a new benchmark for quality and engagement in the region.”
Conferences
EGT Digital at SBC Summit Americas 2025: High-tech gaming solutions for brilliant performance

EGT Digital is ready for its first memorable participation in SBC Summit Americas. The company has prepared a fascinating range of innovative online gaming products, which will be available at booth C290.
EGT Digital will demonstrate its impressive portfolio of in-house developed slot games, including over 140 popular titles, as well as the jackpot bestsellers Bell Link, High Cash, Clover Chance, and Single Progressive Jackpot.
Visitors will also be able to learn more about the 4-level multi-denomination Gods & Kings Link, the latest member of the company’s jackpot family. Its first 2 games – Glorious Alexander and Ape of Luck, will provide players with numerous opportunities for winning and entertainment.
The newest addition to Clover Chance – the 5×6 Fruity Shots game, will also attract players’ attention. With a vibrant cocktail theme, it will offer functionalities such as the Toppling Reels feature, adding extra excitement by filling empty positions with new symbols, thus creating even more chances to win.
The company’s iGaming platform X-Nave will also be on display to provide operators with everything they need to build and grow their online business. It will demonstrate its 4 main modules: Sport Product, Gaming Aggregator, CRM Engine, and Payment Gateway. Standing out with great versatility, each of them is able to function as part of the turnkey solution or independently, as they allow seamless integration with third-party developments.
The Sport Product will introduce its rich sports and esports content across a number of markets around the world. EGT Digital’s Gaming Aggregator will reveal a vast range of over 13,000 titles from more than 130 popular providers, as well as a lot of functionalities for content personalization. X-Nave’s CRM Engine with its ever-evolving player management tools and bonus features, as well as the Payment Gateway, covering a wide variety of payment methods, will further expand operators’ capabilities to create customized and more engaging offerings for their customers.
“SBC Summit Americas is a well-established event, bringing together key players from across the LATAM region,” said Tsvetomira Drumeva, Head of Sales at EGT Digital. “I am confident that our participation will provide us with numerous options to start new high-potential collaborations and strengthen our existing partnerships. We are also happy to be among the finalists in the SBC Awards Americas 2025 this year.”
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