Connect with us
Prague Gaming & TECH Summit 2025 (25-26 March)
the-untapped-potential-of-localised-support-january-2024 the-untapped-potential-of-localised-support-january-2024

Latest News

The Untapped Potential of Localised Support January 2024

Published

on

Reading Time: 3 minutes

 

Objective: Examine how customer experience shapes player retention and brand loyalty in iGaming, placing emphasis on the role of localised, high-quality support.

Outline:

  • Introduction: The growing focus on customer experience as a differentiator in iGaming.
  • The Value of Localised Support: Exploring how cultural nuances and language fluency enhance player satisfaction.
  • Flexibility in Resource Allocation: Meeting fluctuating demand without compromising quality.
  • Future Trends: How advancements in technology and localization will shape the next era of player engagement.

Questions for Exploration:

  1. How does high-quality, localised support impact player satisfaction and retention?
  2. What role does cultural understanding play in shaping effective customer interactions?
  3. How can operators balance flexibility with consistency in customer support?
  4. What emerging trends in customer experience should iGaming businesses prepare for?

Answer:

In the rapidly evolving iGaming industry, players have more choice than ever before—whether it’s brands, slots, game types, payment options, the list goes on. With so much competition, customer experience is quickly becoming a significant differentiator for operators. The ability to deliver a seamless, player-centric experience across multiple jurisdictions is not just a competitive advantage but a necessity in retaining players in this growingly saturated market.

Customer experience today goes far beyond just problem-solving for players. It encompasses proactive, personalised engagement, meaningful recommendations, and a culturally resonant approach. The operators that succeed in this space are those who maintain high standards across these elements, delivering them in a timely and localised manner. Localisation, in particular, is a key factor in turning good customer service into exceptional customer experiences.

So, why is localisation so important? At its core, successful customer support is built on trust. But building trust across diverse jurisdictions is not something that can be achieved through a single, uniform strategy. Methods of communication are a prime example. In Brazil, where the newly regulated market is flourishing, players may expect warm and conversational interactions. In contrast, many European players often favour more concise and formal communication. Recognising and adapting to these cultural nuances allows operators to foster a stronger connection with their entire player base.

Beyond communication style, localisation also plays a critical role in regulatory compliance. The iGaming industry is highly fragmented in terms of regulations, and players are increasingly aware of their rights. A customer service team that understands local legislation implicitly adds immense value, ensuring compliance while delivering tailored support. This not only reinforces trust but also strengthens the player’s respect for the brand.

At the same time, operators face the challenge of balancing high-quality customer support with the flexibility needed to respond to fluctuating demand. This is where RokkerX delivers measurable value. By offering scalable resource allocation and rigorous cross-functional training, we ensure our teams can adapt to surges in demand; whether it’s a major sporting event in a specific jurisdiction or global-scale activity, without compromising on quality. Our teams remain aligned with the core values of our clients’ brands, ensuring a customer-centric approach at all times.

Looking ahead, the iGaming industry is poised for further transformation, driven by advancements in technology and localisation. At RokkerX, we are committed to staying at the forefront of these changes to help our clients deliver exceptional experiences. Trends like the growing prominence of omnichannel communication, including social media and in-app messaging, and advancements in natural language processing (NLP) will enable operators to communicate with even greater precision and cultural nuance. Yet, the future will demand more than just technology. The ability to strike the right balance between tech-driven solutions and the human touch will be essential in creating meaningful connections with players.

As the industry evolves, the blend of cutting-edge technology, cultural understanding, and human expertise will define the next era of player engagement. By staying ahead of these trends, RokkerX ensures our clients are not only prepared for the future but thrive in it.

The post The Untapped Potential of Localised Support January 2024 appeared first on European Gaming Industry News.

Asia

UFC Names Parimatch as Official Sportsbook and Betting Partner in Asia

Published

on

ufc-names-parimatch-as-official-sportsbook-and-betting-partner-in-asia

 

UFC, the world’s premier mixed martial arts organization, and international iGaming brand Parimatch announced a new marketing partnership that establishes Parimatch as UFC’s Official Sportsbook and Betting Partner in Asia.

Parimatch will strategically activate its brand within a selection of UFC events, leveraging UFC’s wide-reaching promotional assets. Highlighted integrations include Parimatch branding in the world-famous Octagon and collaborations with UFC to creatively engage fans through original content that will be distributed via UFC’s popular digital and social channels in Asia that reach more than 17.5 million users.

“Parimatch has been a trusted partner and we are thrilled to extend this collaboration to Asia. Their support is instrumental in our efforts to give local athletes the opportunity to compete in the Road to UFC tournament and ultimately help them realize their dreams of making it to UFC. Together, we are driving the growth of our sport and delivering world-class experiences to fans across the region,” said Kevin Chang, Senior Vice President and Head of Asia for UFC.

“Today we start off a new era in the Parimatch partnership with UFC, built on the same strong values we share in serving UFC fans worldwide and delivering unforgettable moments. We’re excited to be back, ready to create even greater experiences for fans with the opportunities that lie ahead of us,” said Parimatch owner Sergei Portnov.

This new agreement builds upon an earlier relationship between UFC and Parimatch in which Parimatch served as UFC’s Official Sportsbook Partner across several regions worldwide.

The post UFC Names Parimatch as Official Sportsbook and Betting Partner in Asia appeared first on Gaming and Gambling Industry in the Americas.

Continue Reading

Latest News

Soft2Bet reflects on eight years of leadership and philanthropy in new film featuring CEO Uri Poliavich

Published

on

soft2bet-reflects-on-eight-years-of-leadership-and-philanthropy-in-new-film-featuring-ceo-uri-poliavich
Reading Time: 2 minutes

 

The newly released film highlights Uri Poliavich, the visionary founder and CEO of Soft2Bet, and his team’s unwavering commitment to philanthropy, social impact and building disruptive technologies in highly competitive markets

Film link  https://www.reuters.com/plus/the-yael-foundation-a-commitment-to-culture-and-innovation

Today, Soft2Bet, a leading force in iGaming, released an exclusive film spotlighting the inspiring eight-year journey of its founder and CEO, Uri Poliavich, alongside his team of industry pioneers. The film offers a compelling look at their vision and the innovative path shaping the company’s future, uncovering how Poliavich drives business success while championing education and philanthropic community initiatives.

This exclusive glimpse into Poliavich’s story underscores his philosophy that “charity drives business,” demonstrating how purpose, ambition, and innovation can transcend corporate success to create a meaningful impact on communities globally.

Uri Poliavich, Founder and CEO of Soft2Bet, remarked: “I remember the feeling of hunger the most, not just hunger as a kid, but hunger to change your life.”

More than eight years ago, Soft2Bet launched in a small office, starting a journey that evolved into an international company with a state-of-the-art Maltese headquarters. What began as a B2C brand built on third-party solutions quickly transformed into a global B2C and B2B business, developing its own technology. Today, Soft2Bet holds leading positions in key markets, operates top-tier brands, and boasts more than 16 licenses.

This journey reflects the company’s DNA of innovation, platform development, and motivational engineering. These principles have shaped the creation of its Motivational Engineering Gaming Application (MEGA), a gamification solution redefining entertainment in the gambling industry.

 

Hungry for Change, Built to Lead

Reflecting on his origins, Poliavich discusses how his upbringing in Soviet Ukraine instilled a hunger to improve his trajectory, not only for his family but for the iGaming industry. His drive to create a meaningful impact has shaped Soft2Bet’s mission of integrating innovation with purpose and improving how end users experience gaming. His vision continues to develop talent and set new benchmarks across the company.

Uri Poliavich, Founder and CEO of Soft2Bet, stated: “In the last couple of years, we’ve been incredibly successful, bringing the innovative solutions our customers are looking for. We will continue to follow technological trends such as AI, content preference, and algorithms. By doing this, we will not only improve our market share as an operator but also acquire new customers.”

This dedication to constant improvement powered the creation of MEGA and enabled operators to enhance engagement, customer retention, and user experience through data-driven insights and quality gaming content. Today, Soft2Bet’s leading turnkey solutions operate across the most active markets, pioneering offerings to revolutionize the iGaming space and bridge diverse industries.

 

Driving Business Through Purposeful Giving

Poliavich demonstrates how passion and an open mindset can transform the reach of entrepreneurship into philanthropic efforts. In 2020, Poliavich founded The Yael Foundation, an organization inspired by his wife that would soon fuel his business endeavours.

The foundation, which focuses on boosting access to education in Jewish communities, supports more than 85 educational projects, kindergartens, Sunday schools, and special education initiatives across 37 countries. Since launching, the foundation has impacted more than 13,500 children worldwide exemplifying Poliavich and the company’s commitment to creating meaningful change.

Soft2Bet expands its vision with Soft2Bet Invest, a $50M innovation fund supporting entrepreneurs in iGaming and casual gaming. The fund targets growth-stage and mature companies using advanced technologies, including casual gaming concepts, AI, traffic differentiators, and user experience innovations. These initiatives demonstrate the company’s commitment to advancing gaming innovation and social responsibility.

The post Soft2Bet reflects on eight years of leadership and philanthropy in new film featuring CEO Uri Poliavich appeared first on European Gaming Industry News.

Continue Reading

Latest News

John Wright and Darrell Helyar Appointed to Board of Trustees of BetBlocker

Published

on

john-wright-and-darrell-helyar-appointed-to-board-of-trustees-of-betblocker
Reading Time: 2 minutes

 

BetBlocker is pleased to announce 2 additions to the team for the Board of Trustees for John Wright and Darrell Helyar. Both have been early supporters of BetBlocker and volunteer their time to help get more awareness for the app.

Awareness of BetBlocker’s work has been growing over the last two years. The charity has been featured at numerous responsible gambling segments at conferences and won a number of awards. The founder, Duncan Garvie, is a regular speaker at iGaming industry events helping to educate the industry about responsible gambling issues.

John Wright had the following response: “I am honoured to be considered for the Board of Trustees for BetBlocker. I’ve been the #1 supporter of the app since day 1 and I’ve always wanted to give something back to help players. It is my belief that more people should get involved in the responsible gambling side of the industry. I hope that my participation in responsible gambling encourages others to get involved and especially to encourage more affiliates to list RG resources on their sites. If the industry knows how to help players, then everyone benefits.”

Duncan Garvie offered the following comment: “John Wright has been foundational in the BetBlocker project. He was the person that challenged me to create a free, anonymous to use blocking software. Over the years he’s supported the charity with time, expertise, innovative ideas (a major upcoming feature was John’s brainchild) and design work. While not many know it, he’s played a significant role in the success of BetBlocker.

“Darrell Helyar has been equally significant. Darrell’s business acumen and knowledge of structuring a complex organisation in a challenging sector has been invaluable to BetBlocker. His empathetic approach to people management has provided sound strategic advice that has allowed BetBlocker to build a positive and hungry team that is up to the challenge of tackling the issue of gambling harm reduction.

“The expansion of our Board of Trustees to include these talented and knowledgeable individuals is a big win for BetBlocker.”

The post John Wright and Darrell Helyar Appointed to Board of Trustees of BetBlocker appeared first on European Gaming Industry News.

Continue Reading

Trending