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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 post How to Organise Customer Support Services Effectively? appeared first on European Gaming Industry News.
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GGPoker Launches Online Poker Millionaires – A New Docuseries Showcasing The High-Stakes Online Poker World Of GGPoker
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Online Poker Millionaires Episode 1 to premiere on GGPoker’s YouTube channel this Wednesday, November 12
GGPoker, the World’s Biggest Poker Room, is excited to launch Online Poker Millionaires, a new docuseries that takes viewers inside the world of high-stakes online poker. The series trailer will go live on GGPoker’s official YouTube channel on Monday, November 10, with Episode 1 featuring Alex Theologis made available on Wednesday, November 12.
Series Description
Online Poker Millionaires is produced in association with POKERfilms and reveals how the game’s most dedicated players turn a laptop, ambition, and discipline into real financial success. Online poker isn’t just a game – for some, it can be a path to financial success, where real money and real careers are built at GGPoker.
Each episode follows a different high-stakes player, uncovering the mindset, routines, and drive required to compete for life-changing prizes from behind the screen. The debut episode features Alex Theologis – a GGMillion$ and WSOP champion with over $9 million in GGPoker tournament earnings – offering an unfiltered look at the grind, preparation, and passion that define one of online poker’s most respected professionals.
Launch Week Schedule
- Monday, November 10 at 17:00 UTC | 12:00 EST: Official Trailer Launch on GGPoker’s YouTube Channel: YouTube.com/@GGPoker
- Tuesday, November 11: GGMillion$ live broadcast – Alex Theologis joins Jeff Gross as guest commentator at 18:15 UTC
- Wednesday, November 12 at 17:00 UTC | 12:00 EST: Online Poker Millionaires Episode 1 Premiere exclusively on GGPoker’s YouTube Channel
- Thursday, November 13: Reddit AMA (Ask Me Anything) with Alex Theologis on r/poker, discussing the making of the episode and his online poker journey
“Online poker let me build a life I never thought was possible when I started out,” said Alex Theologis, online poker professional. “It’s tough sometimes, but I wouldn’t trade this job for anything. I just want people who watch Online Poker Millionaires to get a real, honest look at what it means to be a professional player.”
Mike Bailey, Director of Online Poker Millionaires, added: “When GGPoker approached me to create Online Poker Millionaires, I felt empowered; I wanted to show viewers the real people living real lives behind the monitors. These high-stakes pros may not care for the limelight, but I felt it was important to be able to highlight the talent and dedication that goes on behind closed doors on a daily basis.”
To be ready to catch every moment of the upcoming Online Poker Millionaires, please subscribe to GGPoker’s official YouTube channel at GGPoker.TV.
The post GGPoker Launches Online Poker Millionaires – A New Docuseries Showcasing The High-Stakes Online Poker World Of GGPoker appeared first on European Gaming Industry News.
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The International Esports Federation (IESF) proudly announces the 19 nations set to compete in Mobile Legends: Bang Bang (MLBB) at the 16th World Esports Championships (WEC25), hosted in Kuala Lumpur, Malaysia.
This year’s MLBB competitions will see teams from Egypt, South Africa, Dominican Republic, Peru, Colombia, Argentina, Bolivia, Kazakhstan, Mongolia, Nepal, Cambodia, Indonesia, Myanmar, Iran, Türkiye, Belarus, Romania, Uzbekistan, and host nation Malaysia come together in the spirit of unity, passion, and competition.
From South America to Central Asia, and from Europe to Southeast Asia, the World Esports family will once again gather under one banner, celebrating the values that define the IESF: inclusivity, integrity, and the joy of play.
“Each year, the World Esports Championships bring together athletes and fans who share the same dream, to connect, to compete, and to grow,” said Boban Totovski, IESF General Secretary. “We’re proud to see Mobile Legends: Bang Bang continue to bridge cultures and inspire players around the world. Malaysia will be an incredible stage for this year’s competition.”
The WEC25 MLBB tournament will shine a spotlight on both rising stars and champions, with every nation bringing its own story, its own energy, and its own pride to the world stage.
As the host country, Malaysia is ready to welcome the world with open arms, offering a unique blend of culture, passionate fans, and an esports scene that continues to grow year after year. WEC25 will once again prove that esports is more than a game, it’s a moment where nations unite, athletes rise, and communities grow stronger together.
The post 19 Nations Set to Compete in MLBB at The World Esports Championships 2025 in Malaysia appeared first on European Gaming Industry News.
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Yaspa, the award-winning Pay by Bank fintech, today announced a new partnership with Sterling Lotteries, the UK’s market-leading External Lottery Manager (ELM). Sterling has selected Yaspa as its primary open banking payments provider for prize-led fundraising, enabling faster, safer, and more efficient supporter payments across its charity lottery programmes.
Sterling powers weekly lotteries and raffles for 800+ UK charities, from local organisations to national causes. By integrating Yaspa, Sterling can offer a streamlined Pay by Bank experience that confirms entries in real-time, reduces processing costs, and strengthens fraud protection, thereby freeing up more funds for impact.
Yaspa’s Head of Commercial, Amie Kadhim, said: “Sterling sets a high bar for reliability, security, and supporter experience. We’re proud to power their next chapter with instant bank payments that help charities move faster, enhance engagement, and achieve more with every donation.”
The partnership aligns with Sterling’s ongoing modernisation of the charity lottery model, bringing the convenience supporters expect, while improving cashflow and operational efficiency for fundraising teams. Entry confirmation is immediate and funds settle instantly, helping charities plan with confidence and reduce admin overheads.
Richard Dixon, Managing Director at Sterling, said: “We’re thrilled to be partnering with Yaspa to deliver an open banking solution that represents a true sector-first innovation. From the outset, it was clear that Yaspa shares Sterling’s vision for using technology to drive meaningful change in the charity lottery space. Open banking has transformed retail and financial services and now we’re bringing that same innovation to fundraising. It’s faster, more secure, and significantly more cost-effective for charities. By harnessing open banking, we offer charities a bold, efficient, and future-proof way to engage supporters, especially digital-first donors who expect a seamless experience.”
Key benefits for Sterling and its charity partners include:
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Instant payment settlement and immediate entry confirmation
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Lower processing costs compared with traditional methods i.e. debit and credit cards
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Reduced fraud and chargeback risk, utilising bank-grade security
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A smoother, mobile-first, user journey for supporters
The post Sterling Lotteries selects Yaspa as its primary open banking payments partner appeared first on European Gaming Industry News.
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