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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.
The excitement is building for G2E Las Vegas 2025, and TCSJOHNHUXLEY is proud to announce its participation, showcasing a range of revolutionary products and solutions designed to elevate the gaming industry in the Americas. The team will be located at a new space on Booth #4439 in The Venetian Expo, Las Vegas from October 7-9, 2025.
G2E 2025 marks a pivotal moment as TCSJOHNHUXLEY presents a comprehensive portfolio of innovations. A major highlight will be the highly anticipated US debut of the A Plus Shuffler®, the company’s automated card shuffling machine designed to dramatically increase game speed and enhance security on the casino floor. Visitors will have the opportunity to see this advanced shuffler in action, demonstrating its ability to deliver a continuous, rapid supply of perfectly shuffled cards. The A Plus Shuffler®’s untraceable shuffling process strengthens game integrity and security, while its versatile design allows it to accommodate 1 to 8 decks with interchangeable shoes for both Poker and Blackjack.
Attendees can also see new developments across its wider portfolio. A particular highlight will be the groundbreaking Ora Blackjack Vue Display Controller, a revolutionary technology that is unlike anything else on the market. This display, which is the Blackjack equivalent of its popular Baccarat and Roulette displays, utilises advanced camera recognition for automatic card entry. It provides players with real-time data such as dealer hand history, live dealer odds, and historical statistics, making the game more accessible and enjoyable for everyone from novices to seasoned pros. The company will also be presenting the Supernova Progressive Jackpot System, TCSJOHNHUXLEY’s unique customisable platform that adds excitement to any live table game, and significant software updates to the popular digital game wheel Lumin8, which features an enhanced interface and new capabilities such as Promotion Mode and a bonus game sub-mode.
In addition to these new products and developments, TCSJOHNHUXLEY will be demonstrating its full range of market-leading solutions. This includes the Chipper Champ 3, the industry-standard for automated chip sorting known for its speed, accuracy, and reliability. For Roulette, the company will showcase its world-renowned solutions, including SaturnTM Velocity Auto Roulette wheel that delivers faster game speeds setting a new industry standard for speed and efficiency as well manual SaturnTM Roulette Wheels and the popular game Roulette Xtra. This game incorporates the company’s patented Blaze LED Surface Technology, which displays eye-catching animations and highlights winning numbers, adding a thrilling random multiplier bet of up to 500 to 1. The company will also present the next generation of its electronic gaming terminals, Qorex 2 with a suite of impressive new features.
The showcase of TCSJOHNHUXLEY’s world-class core product range will underscore the company’s renowned manufacturing expertise. From the precision of its globally recognised Roulette wheels and the superior craftsmanship of its Gaming Tables to the reliability of its Dice Shakers, visitors will witness firsthand the quality and dedication that define TCSJOHNHUXLEY products. This comprehensive portfolio demonstrates the company’s ability to create an end-to-end solution for all live game requirements.
Phil Lee, TCSJOHNHUXLEY Chief Financial Officer & Managing Director Americas comments, “This year’s G2E is a pivotal moment for us as we showcase our unwavering commitment to innovation and excellence. We are bringing some of our most significant innovations yet to the Americas market, underscoring our long-term commitment to our customers in the region. G2E provides the perfect platform to demonstrate how we are not just keeping pace with the industry but actively shaping its future. Our team are looking forward to discussing how our new solutions can directly address business challenges and drive growth.”
To secure your free pass and to learn more, please visit please visit tcsjohnhxuley.com and be sure to visit Booth #4439 where the TCSJOHNHUXLEY team look forward to welcoming you.
EveryMatrix has agreed its largest ever global casino aggregation deal supplying bet365 with both its own exclusive content and titles from more than 40 premium games providers.
SlotMatrix, part of the EveryMatrix Group, is the largest aggregation platform in the world with more than 37,000 games from 350+ global suppliers including the Group’s own, Armadillo and Fantasma Studios.
It will offer bet365 more than 40 vendors across multiple regulated markets including the UK, Germany, the Netherlands and Mexico with further territories slated for future release.
The business unit was further bolstered in 2024 by the acquisition of Fantasma Games and, earlier this year, by a new management team focused on accelerating aggregation and content services expansion across both existing and new regulated markets.
This includes Mark Hothersall, Head of Business Development and Carl Gatt Baldacchino, Head of Account Management, both previously from Evolution Gaming.
They are responsible for driving forward the commercial success of SlotMatrix by accelerating the unit’s in-house games development, continually strengthening its third-party content offering and ensuring SlotMatrix provides exceptional customer service.
Ebbe Groes, Group CEO & Co-Founder EveryMatrix, said: “Today is very significant for the Group highlighting both just how much of a ‘must-have’ product SlotMatrix is for tier-1 brands across multiple markets and how far ahead it is compared to its rivals.
“We’re thrilled such a world-renowned brand such as bet365 has put their faith in us to drive their content strategy. SlotMatrix has truly come of age and, with an increased focus on ramping up our own games development and attracting even more premium vendors to the platform there really is no ceiling as to how far it can go.”
A bet365 spokesperson, added: “We are thrilled to partner with EveryMatrix. This collaboration represents a significant step forward in our commitment to providing exceptional products to our customers.”
Slot Games has unveiled its latest promotion, the Daily Wheel, a feature that gives players one daily free spin every 24 hours. Each spin provides the chance to win free spins on well-known slot titles, adding an extra layer of entertainment to the daily player experience.
The Daily Wheel is available to all registered users and resets every 24 hours. To participate, players simply log in, head to the promotions section, and take their single spin for the day. Outcomes from the wheel may award free spins on leading titles.
The management team at Slot Games explained:
“This launch demonstrates our ongoing commitment to building features that enhance everyday gameplay. A single free spin each day might sound simple, but it creates anticipation and gives players something consistent to enjoy. The Daily Wheel is a retention tool as well as a reward system, and we believe it will quickly become a favourite.”
All free spins awarded are credited as bonus funds. Wagering requirements of 65x apply, and winnings are capped at a conversion equal to a player’s lifetime deposits up to a maximum of £250. Full details are outlined within the terms and conditions.
Daily rewards like the Daily Wheel represent an important trend in digital gaming. Features that encourage regular logins are proven to improve engagement, creating a steady connection between players and platforms. Slot Games has recognised this and designed the Daily Wheel as a clear, easy-to-use feature that requires no deposit.
The platform itself remains focused on balancing player enjoyment with regulatory compliance. Operating under the UK Gambling Commission, Slot Games ensures that all bonuses, promotions, and mechanics align with industry standards. By combining compliance with innovation, the team aims to set Slot Games apart in a competitive market.
Alongside the Daily Wheel, Slot Games continues to expand its offering of slot titles and casino classics, partnering with top developers to deliver fresh content. The launch of this feature adds to the promotional mix, strengthening Slot Games’ appeal among both new sign-ups and long-time users.
The management team added:
“We see features like the Daily Wheel as part of a bigger picture. They contribute to retention, give players something enjoyable to return for, and showcase some of the slot titles we’re proud to offer. We’re excited to see how players respond.”
The Daily Wheel is now live at SlotGames.co.uk, with one free spin available per player each day.
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