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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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The first and second place eaters in the July 4 qualifying event will move on to the February contest. The Plaza will also award $1,000 to the person who eats the most Buffalo wings in 10 minutes on July 4. The July 4th qualifying event is one of several that will be held in Las Vegas and Philadelphia in the coming months to compete in the Feb. 7 event at the Plaza.
The main event on Feb. 7 will host a live audience of hundreds of attendees in the Plaza showroom and reach an even wider audience through online broadcasting. With a $5,000 cash prize at stake, 20 competitors will battle it out in three rounds of intense wing-eating action. This competition will feature both amateur and competitive eaters.
The February event will also feature the Wingettes, the cheerleaders of Wing Bowl who escort contestants on stage and bring energy, glamour, and charisma to the event. They will be selected through an exclusive online and live audition process later this year.
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From Start to Top-3: Media Buying Agency Gipsy’s Journey in the N1 Puzzle Promo

N1 Puzzle Promo is a unique campaign on the iGaming market from N1 Partners for partners that runs until the end of 2025. Their slogan – “Why drive when you can fly?”, points to the grand prize. What exactly can you win? Keep reading to find out.
N1 Partners, one of the top affiliate programs with Tier-1 brands, is running the N1 Puzzle Promo. Registered partners run traffic – PPC and ASO, SEO traffic, Facebook, and other channels – and earn puzzle pieces. The more pieces you collect – the better chance to win the main prize… a HELICOPTER!
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Partnership Background
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Ariadna, CBDO of Gipsy MBA, says: “It feels like we’ve worked together forever, but we started handling large volumes only last year.”
Formula for Growth
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Ariadna, CBDO Gipsy MBA: “We use quality approaches and track analytics regularly. Fast communication with our affiliate manager also helps a lot.”
N1 Puzzle Promo: Experience and Top Products to Scale
Gipsy works with PPC, FB & UAC traffic. All these sources count in the N1 Puzzle Promo:
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- FB & other* – 1 puzzle piece for every 100 FTD
*Social media, SMS, Email, UAC, In-app
Ariadna, CBDO Gipsy MBA: “We joined the N1 Puzzle Promo in April, almost from the very start. The prizes inspire us, especially the helicopter. We didn’t change our traffic sources—we just scaled up and tested new sources and GEOs. Over time we tried every product; now we focus on N1bet, Jet4bet, Slotlords, Slotmafia, and Retrobet.”
Today Gipsy MBA is in the top 3 by puzzle pieces, and the team is determined: “Seeing the volumes we run to N1 Partners, we hope to stay in the TOP and grab some prizes. We already hold a top-3 spot for puzzle pieces, so we aim to keep growing,” – commented Ariadna, CBDO Gipsy MBA.
If they win, the Gipsy MBA team plans to fly their Robinson R22 Beta II to Australia to chase seagulls. Where will you fly?
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