Managed Services

Managed Services is a part of SOFTSWISS solutions offered to clients to facilitate their iGaming brand growth.

Providing full-cycle player care, our support teams are the link between player and platform. The services are not only integral to improve the user experience and spotting technical errors but help to enhance the client’s financial performance and provide fraud protection for their business.

When it comes to expertise and flexibility, SOFTSWISS Managed Services help to foster the success of clients' brands.

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First Line Support

SOFTSWISS can take over support of your players. Our qualified customer support associates will communicate with your players via live chat and emails.

First Line Support is delivered 24/7

Delivered in 3 languages: English, German, Russian

Available via live chat and email contact form

  • React to any questions or requests from your casino players
  • Handle issues or bugs reported by players
  • Perform KYC checks on the players who request withdrawals
  • Disable player accounts upon self-exclusion requests
  • Make payouts to players
  • Update information on players in the online casino’s CRM system
  • Award bonuses and free spins to players, according to the casino's marketing strategy
  • Whenever possible, behave proactively: recommend new games to players and tell them about current promotions

Dedicated Anti-Fraud Support

SOFTSWISS has amassed substantial expertise in combatting player fraud, be it fraud related to payments, gameplay, casino bonuses or KYC procedures. The service provides daily assistance to investigate any suspicious cases working with the casino operator and the First Line Support team.

  • Investigate any detected suspicious activity
  • Carry out advanced security checks on suspicious players
  • Submit requests for gameplay checks to game providers
  • Submit requests for transaction screening to payment providers
  • Regularly review casino activity for compliance with Terms & Conditions and KYC/AML requirements, to prevent any complaints or risk exposure
  • Deal with player complaints and negotiate with players on and off-platform, including on third-party gaming resources
  • Inform and advise regarding GDPR issues
  • Consider and investigatе reports related to Money Laundering and Terrorism Financing

VIP & Retention

We understand the importance of effective marketing and offer professional services to help our clients develop their business successfully. In general, online casino marketing activities can be divided into 2 groups: player acquisition and player retention. SOFTSWISS’ expertise lies in retaining existing casino players and boosting their loyalty.

Player retention strategy
  • Designing the welcome bonus package (sign up bonus, deposit bonuses and free spins)
  • Regular bonus promotions (e.g. weekly cashbacks, scheduled reload bonuses)
  • VIP retention strategy (e.g. special offers, high-roller games)
  • Comp Points strategy and Player Status Level journey in the casino
  • Tournaments and Lotteries inside the casino
  • Strategy for ad-hoc / surprise bonuses that your Customer Support can give to players
Content & Game Management
  • Positioning of games on the website, highlighting of the hottest and most popular ones
  • Adding new games and deprecating old ones from the game list
  • Selecting the most optimal games to use in promotions
  • Checking if information across the casino website reflects all current promos
  • Suggesting and implementing changes in the casino's Terms of Use
Representation of your casino on gambling forums
  • Choice of forums is up to you
  • Posting announcements about new promotions, games, game providers, big wins
  • Working with player complaints
  • Answering questions about the casino from forum visitors
Anti-Fraud & Security Checks
  • Bonus abuse checks on players
  • Checking and blocking of duplicate player accounts
  • Investigation of potential collusions and other abusive behavior
  • Helping your Customer Support team to solve disputes with players in the most amicable manner
Promo Email Campaigns
  • Preparation and sending email campaigns at agreed times
  • Personal emails about new exclusive bonuses to VIP players
Extra Customer Support for VIPs
  • Personal approach towards VIP players
  • VIP player phone or text support
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