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How to Organise Customer Support Services Effectively?

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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 post How to Organise Customer Support Services Effectively? appeared first on European Gaming Industry News.

George Miller (Gyorgy Molnar) started his career in content marketing and has started working as an Editor/Content Manager for our company in 2016. George has acquired many experiences when it comes to interviews and newsworthy content becoming Head of Content in 2017. He is responsible for the news being shared on multiple websites that are part of the European Gaming Media Network.

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THE WORLD SERIES OF POKER® BRINGS THE WSOP+ APP ONLINE IN LAS VEGAS TO ENHANCE PARTICIPANT EXPERIENCE

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Limit time spent waiting in line this summer by pre-registering now for WSOP 2025

The World Series of Poker (WSOP®) today announced the rollout of its WSOP+ app, which is now available in time for WSOP 2025. The app will revolutionize the participant experience at the WSOP, allowing players to register for and buy into their preferred WSOP live events ahead of time, bypassing the long queues sometimes seen at the registration cage in the hours before the start of each tournament.

Additionally, WSOP+ features a virtual waiting list and paging system, allowing participants to receive push notifications when their seat becomes available. Players will no longer have to wait in physical late registration lines and instead will be placed into a virtual queue in sequential order. The WSOP+ app will also feature curated content and become a one-stop shop for key information such as the WSOP schedule of events, structure sheets, rules, chip counts, daily results, next day’s seat assignments, prizes, and much more.

Participants planning to play at the WSOP in Las Vegas this summer are encouraged to first visit wsop.com/registration to review the registration process before downloading the new WSOP+ app on iOS or Android at WSOPPlus.com. All WSOP 2025 participants should utilize an iOS or Android smartphone device to ensure an optimal playing experience with the WSOP+ app.

“WSOP+ will further elevate the WSOP experience for all of our players,” said Ty Stewart, Chief Executive Officer of WSOP. “Not only can our community now save time and effort by registering in advance for their favorite tournaments, but the app will also showcase WSOP content and all of the important event information that participants are eager to have at their fingertips!”

“The advantages of bringing WSOP+ online in time for the next World Series of Poker in Las Vegas are endless,” said Jack Effel, Senior Vice President of Poker Operations and World Series of Poker at Caesars Entertainment. “Players should feel an immediate positive impact on their experience when they arrive this summer. Beyond WSOP+’s advanced features, there’s no question this innovation should reduce wait times, allowing participants more time to get to the felt and enjoy the events they love.”

The WSOP+ app will take center stage at WSOP 2025, which returns for a fourth year to the Horseshoe Las Vegas and Paris Las Vegas on the iconic Las Vegas Strip. The excitement begins on May 27 with Event #1 Mystery Millions, which guarantees a $1M top bounty, a first-place prize of at least $1M, and five Day 1 flights. A total of 100 gold bracelets will be available throughout the entire WSOP 2025 festival, which is headlined as always by the WSOP Main Event® (starting July 2 with Day 1A and concluding on July 16).

Participants interested in registering online for WSOP 2025 can now begin doing so. Participants who would prefer to register in person can do so at the main casino cage inside Paris Las Vegas starting May 15. In addition to creating a WSOP+ account, participants must also have a Caesars Rewards number – Caesars Rewards accounts can be created online or at any Caesars property. After completing a one-time, in-person ID verification at the WSOP cage, participants can register for events directly through the WSOP+ app and head straight to their tables – no need to wait in line.

Players are also currently able to qualify for the WSOP Main Event via live and online satellite tournaments. International players can join exclusive online satellites at GGPoker, the world’s biggest online poker room, while domestic US players can win their way in via WSOP Online.

More on Participant Verification:

Online pre-registrations require a one-time in-person verification onsite at the Online Registration area located inside the Champagne Ballroom within “Les Centre Des Conventions” at Paris Las Vegas. Participants must show their current, valid, and unexpired photo identification (passport, driver’s license, state identification card, or military identification card) acceptable to Host Properties at the WSOP Verification area.

If a Participant is not a U.S. citizen, participant must have one of the following that is current, valid, and unexpired: passport, foreign government issued Driver’s License (License must have a photograph, date of birth, and a valid expiration date), Consular ID or Matrícula Consular Card (Mexico only), or alien registration card is required. If the current, valid, and unexpired photo identification does not include a physical address, a second form of ID that indicates a physical address will be required. This second form of ID can be a driver’s license, utility bill, credit card statement, etc.

More on Available Payment Methods:

Participants utilizing WSOP+ to pay for their tournament tickets online will have several payment options this summer, including:

  • ACH (U.S. participants only)
  • Credit cards
  • PayPal
  • Luxon Pay (Non-U.S. participants only)
  • WSOP Online Qualifiers
  • Paris Tournament Accounts (funded in person at WSOP cage)

WSOP+ charges no fees for purchasing tournament tickets using ACH, PayPal, Luxon Pay, or Paris Tournament Account. A 3% fee will be applied to all Credit Card transactions only.

In-person payment options will include:

  • Cash
  • Paris Las Vegas or Horseshoe Las Vegas Casino Chips
  • Cashier’s Check (must be approved in advance by emailing a copy of the check to [email protected])

Wire Transfer will also be accepted for participants to fund their Paris Tournament Account, but requires a minimum deposit of $100,000 and must be approved in advance by emailing Director or Poker Operations, Andy Rich at [email protected].

Participants should follow @WSOP on X (formerly Twitter) and Instagram or check WSOP.com for more event news and updates.

The post THE WORLD SERIES OF POKER® BRINGS THE WSOP+ APP ONLINE IN LAS VEGAS TO ENHANCE PARTICIPANT EXPERIENCE appeared first on European Gaming Industry News.

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AC Milan Legend Andrea Pirlo will be the star of the Golden Boomerang Awards 2025 Ceremony

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AC Milan Legend and world football icon Andrea Pirlo officially addressed the second annual Golden Boomerang Awards 2025 tournament participants. The organizer, Boomerang Partners, posted a video message on social media.

Pirlo was excited about the event: “The Golden Boomerang Awards 2025 is where legends and winners come together. And this year, I’ll be there, waiting to meet the top 30 at San Siro on May 20th. It’s going to be a special night. Full of energy, football, and style — in the heart of Milan.”

Andrea Pirlo is the 2006 World Champion with the Italian national team. He has twice won the Champions League with AC Milan and is a multiple winner of Serie A, the Italian Cup, the Italian Super Cup, and other notable tournaments. He is also inducted into the AC Milan Hall of Fame and the Italian Football Hall of Fame. After finishing his career as a footballer, Andrea started his coaching journey. Pirlo’s presence at the Golden Boomerang Awards ceremony links football’s legacy with the future of digital entertainment.

With the Golden Boomerang Awards 2025 concluding on May 11, the top 30 affiliate teams are now set to gather in Milan for a night of recognition, creativity, and connection. Boomerang provides this opportunity as the Official Regional Betting Partner of AC Milan. Awards will be presented in 11 categories, including the main one—the Grand Prix. Guests can expect an unforgettable evening with Andrea Pirlo. They can look forward to high-profile networking opportunities, inspiring moments, and speeches celebrating the fusion of culture, innovation, and creativity.

About Boomerang

Boomerang Partners is a rapidly growing global brand offering a wide range of services. Boomerang is the Official Regional Betting Partner of AC Milan and collaborates with women’s football star and influencer Alisha Lehmann. In 2024, it launched the inaugural Golden Boomerang Awards 2024, the first annual global affiliate tournament. Boomerang Partners’ betting segment surged 5x, and gambling — 2x in 2024. Its affiliate program demonstrated a 120% increase in partners, and the number of sports betting offers surged more than 6 times. Six new products were launched by Boomerang in 2024, which contributed to an almost 1.5-fold increase in product users.

Boomerang’s portfolio contains 15+ gambling brands, including sportsbooks. They cover over 35 GEOs and offer a wide range of betting options with favorable odds. These products provide personalized bonuses and 24/7 multilingual support.

The post AC Milan Legend Andrea Pirlo will be the star of the Golden Boomerang Awards 2025 Ceremony appeared first on European Gaming Industry News.

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EGBA boosts regulatory monitoring with compliance workspace Letzz

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The European Gaming and Betting Association (EGBA) is pleased to announce a partnership with Letzz, an AI-powered compliance workspace designed for online gambling, to modernise regulatory monitoring and enhance strategic compliance across Europe’s fragmented online gambling landscape.

Through this partnership, EGBA will implement Letzz‘s AI-powered tool to enhance its own regulatory monitoring capabilities. Launching this week, the Letzz platform offers operators real-time, expert-validated insights and automated regulatory news scanning, creating a single, reliable source of information for compliance management.

“We are committed to promoting the highest standards of compliance across Europe’s online gambling sector,” said Maarten Haijer, Secretary General at EGBA“With 27 countries in the EU, each with their own gambling laws and a myriad of requirements, accessible tools like Letzz can help both associations like EGBA and operators better understand the complex landscape of regulatory obligations.”

“We founded Letzz with the belief that compliance should be a competitive advantage, not just a necessity,” said Daniel Gambin, Co-Founder and CEO at Letzz“Our partnership with EGBA allows us to bring this vision to a wider audience of operators who share our commitment to excellence in regulatory compliance. By transforming compliance from a challenge into a strategic business asset, we’re helping operators stay abreast of the latest regulatory changes.”

The collaboration reflects EGBA’s commitment to promoting a well-regulated online gambling market with the highest compliance standards.

 

Source: egba.eu

The post EGBA boosts regulatory monitoring with compliance workspace Letzz appeared first on European Gaming Industry News.

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