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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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Former Entain exec Jez White joins BetComply
BetComply, iGaming’s most trusted technical and regulatory compliance firm, has hired the former Entain executive Jez White in a new role overseeing safer gambling and sustainability.
White joins BetComply as the firm’s first Safer Gambling & Sustainability Specialist, following more than eight years at Entain, where he served as Director of Player Protection Systems and Analytics. His expertise across responsible gaming, risk management, and player protection technology has been instrumental in shaping industry standards.
In his new position, White will design and implement safer gambling strategies, audit existing safer gambling models and design CRM strategies for BetComply clients.
Daniel Brookes, CEO of BetComply said: “We’re thrilled to welcome Jez, who has been at the very cutting edge of regulated online gaming for many years now. Few, if any, can match his level of expertise, and this is a major coup for BetComply and our partners. His insights and experience will be invaluable as we continue to set new benchmarks in compliance and sustainability.”
Jez White, Safer Gambling & Sustainability Specialist at BetComply, added: “I’m incredibly proud of the advancements made in player protection during my eight years at Entain, and I’m now excited to join BetComply. They have very quickly emerged as the leading compliance firm in our industry, and I’ll be contributing to their vision of creating a safer and more sustainable gaming sector.”
While at Entain, White led the implementation of an industry-leading safe gambling strategy that incorporated pattern recognition models and real-time interaction technology.
BetComply has been expanding its senior team over recent weeks. In February, Paola Menchem was brought in to lead its legal and regulatory compliance services.
The post Former Entain exec Jez White joins BetComply appeared first on European Gaming Industry News.
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Darts Player Prakash Jiwa Gets Eight-year Ban for Match Fixing
Darts player Prakash Jiwa has been banned from all Darts Regulation Authority (DRA) events for eight years after being found guilty of match-fixing and betting on darts.
The UK Gambling Commission’s Sports Betting Intelligence Unit (SBIU) supported the investigation by facilitating information gathered in the course of its enquiries.
Following a hearing before the DRA Disciplinary Committee on 21 January 2025, Jiwa was found guilty of fixing four matches and betting on darts. He was found not guilty of obstructing the enquiry.
The Committee has suspended him from playing in or being involved in any DRA-regulated events until 6 November 2031, provided he pays costs of £17,741.46 in full.
There is no suggestion that the other players in these matches were involved.
John Pierce, Commission Director of Enforcement, said: “All betting customers in Britain should have confidence that bets placed with licensed gambling businesses are on markets that are fair and free from betting-related corruption.
“Our Sports Betting Intelligence Unit works closely with partners such as the Darts Regulation Authority to support sporting integrity investigations and combat match-fixing. This decision sends a clear message that betting-related corruption in sport will not be tolerated.”
The post Darts Player Prakash Jiwa Gets Eight-year Ban for Match Fixing appeared first on European Gaming Industry News.
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HERO ESPORTS Asian Champions League: 6 Spots for Esports World Cup Up for Grabs in Teamfight Tactics Tournament
The HERO ESPORTS Asian Champions League (ACL), Asia’s premier multi-title esports tournament hosted by Asia’s leading Esports company Hero Esports, has announced that a total of six spots for the Esports World Cup are up for grabs in ACL Teamfight Tactics Tournament. Details regarding the tournament format, schedule and prize pool have also been unveiled.
The ACL Teamfight Tactics Tournament is set to commence on April 15 and will conclude on May 18. The total prize pool for the tournament amounts to $150,000, with six teams earning direct entry to the Esports World Cup.
Unlike previous Teamfight Tactics events, the ACL Teamfight Tactics Tournament features a 4V4 team battle format. This emphasis on teamwork will offer the audience a fresh and engaging viewing experience.
The ACL Teamfight Tactics Tournament is structured into three stages: Regional Qualifiers, Asian Challenge and ACL Grand Finals.
Registration for the tournament will open on March 23 and close on March 31. Teams must register in groups of four players. The Regional Qualifiers will be divided into APAC and CN regions. The eight highest-ranking teams from the APAC region and the seven highest-ranking teams from the CN region will qualify for the Regional Qualifiers. Team rankings are determined by the total points accumulated by the top three players in each team at the registration deadline. These points are calculated based on performance in the TFT Open, Tactician’s Crown and Regional Finals over the latest three seasons.
In the Regional Qualifiers, four teams from each region (APAC and CN region) will advance to the Asian Challenge through online competitions. The APAC Qualifier will take place from April 15 to 18, whereas the CN Qualifier is scheduled from April 24 to 27. Additionally, the top three teams from each region will secure spots in the Esports World Cup, while the fourth and fifth teams from each region will qualify for the Last Chance Qualifier of EWC.
In the Asian Challenge, which will take place from May 8 to 11, a total of eight teams from the Regional Qualifiers will compete for three spots in the Finals.
The post HERO ESPORTS Asian Champions League: 6 Spots for Esports World Cup Up for Grabs in Teamfight Tactics Tournament appeared first on European Gaming Industry News.
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