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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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Love is… RocketPlay Edition: 500+ moments of joy in gaming!
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This Valentine’s Day, RocketPlay Casino brought love and gaming together with a unique and engaging campaign: Love is… RocketPlay Edition. Realizing how online gaming can strengthen romantic connections, RocketPlay encouraged players to creatively showcase their vision of love in gaming.
Valentine’s Day is a great opportunity to reflect that online casinos can positively influence romantic relationships. Recent research conducted by EE has confirmed that online gaming can actually help strengthen romantic connections, as more couples are exploring new ways to share positive experiences together. RocketPlay Casino has decided to take it a step further and ask players to show their vision of love in gaming.
To celebrate Valentine’s Day 2025, RocketPlay launched a special campaign, Love is…RocketPlay Edition. The activity encouraged players to show their creative vision of love in gaming by recreating one of the famous “Love is” scenarios with their own personal casino twist, capturing the moment in a photo or short video.
The campaign ran from February 6th to 12th, 2025, and, despite the short timeframe, RocketPlay received an impressive 500+ creative entries. This overwhelming response highlighted the excitement and enthusiasm of RocketPlay’s community. Participants have shared heartfelt and fun moments of gaming with their loved ones, making this Valentine’s Day truly special. On February 14th, the winners will be announced on RocketPlay’s social media.
43% of participants shared photos with their soulmates, showcasing the joy of hitting the jackpot together. This theme turned out to be the most popular.
“RocketPlay’s Love is… campaign was such a fun idea! We adore spinning together, and our emotions are completely different: during jackpot moments, he stays extra calm, while I get super emotional! It was such a great way to share our unique gaming moments”, mentioned Anna K., participant.
This Valentine’s Day was filled with positivity and excitement, and the team looks forward to continuing to create more engaging, fun-filled moments with the RocketPlay community. After all, love and gaming go hand in hand!
RocketPlay is a trusted online casino offering over 3 000 slots from top providers like BGaming, Endorphina, and Yggdrasil. With high ratings on platforms such as CasinoGuru (9.8/10), AskGamblers (9.06/10), and Trustpilot (4.4/5), it has earned recognition for its quality and reliability. The casino holds trust certificates from Chipy.com, Casino.guru, and AskGamblers, reflecting its commitment to secure and enjoyable gaming. RocketPlay also offers a variety of bonuses, tournaments, and promotions to keep players engaged.
For upcoming events, visit RocketPlay website or follow us on WhatsApp, Instagram, Facebook.
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Plaza Hotel & Casino launches Stay for a Cause to benefit St. Jude’s Ranch for Children
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Located in the heart of downtown Las Vegas, the Plaza Hotel & Casino has partnered with the Southern Nevada charity, St. Jude’s Ranch for Children, to launch Stay for a Cause.
Any guest who books a room at the Plaza Hotel & Casino for check-in prior to Dec. 31, 2025, via the Stay for a Cause hotel package will have 20 percent of the room rate automatically donated to St. Jude’s Ranch for Children. Established in 1966, the nonprofit organization helps provide healing and hope to abused and at-risk children in Southern Nevada.
“The Plaza has previously held toy drives to benefit St. Jude’s Ranch for Children, and we wanted to expand our partnership this year,” said Gary Vickery, vice president of operations at the Plaza Hotel & Casino. “With Stay for a Cause, guests can enjoy a great vacation at the Plaza and make a difference in our community at the same time.”
“We are grateful to the Plaza for their generous support through this innovative program,” said St. Jude’s Ranch for Children CEO Dr. Christina Vela. “By choosing to stay at the Plaza, guests are not just enjoying the wonderful accommodations, but also contributing to providing healing and hope to abused, neglected, exploited, and/or homeless children. We extend our heartfelt thanks to the Plaza and all the guests who choose to make their stay count for a greater cause.”
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Roll in style with new game Marble Racing at Sportsbet.io
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Sportsbet.io, the world’s favourite crypto sports betting site, has added a new, first-of-its-kind game, Marble Racing, and is offering lucky players a free bet to get the ball rolling.
Marble Racing builds imaginative marble race tracks and streams races live from its studio. The races are similar to those seen on YouTube, but with an important twist: players can now bet on the winning marble in real time.
It’s a brand new form of high speed entertainment, with races typically lasting between 20 and 60 seconds. Players can pick the winner from eight different marbles, and watch the action unfold from multiple angles.
To celebrate the launch, Sportsbet.io will drop rewards to lucky users, with the chance to receive up to 10 USDT to bet on Marble Racing.
Alex Haig, Director at Sportsbet.io, said: “Marble Racing brings an entirely new dimension to fun, fast and fair betting, and that’s why we’re so thrilled that Sportsbet.io is among the first to offer this innovative new game. We’re dropping a free bet to lucky accounts because we can’t wait to see players roll into the action.”
Marbles plans to add 20 new races during 2025, giving Sportsbet.io players even more thrilling betting opportunities.
Sportsbet.io has established itself as the place to play, with an unparalleled selection of betting markets and games to choose from.
In December 2023, one lucky sportsbet.io player won a world record slots jackpot, turning a $50 spin into a $42 million prize.
The post Roll in style with new game Marble Racing at Sportsbet.io appeared first on European Gaming Industry News.
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