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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Expertise

Operational support teams tailored to any brand

Innovation

Sound balance between automated and human support

Security

Trained and certified support professionals

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Core Services

Discover any combination of the six casino and sports managed services we offer.

First Line Support

24/7 live chat and email support delivered in 3 languages: English, German, and Russian

Anti-Fraud Support

Check against fraudulent transactions and player activity

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VIP Player Support

Go the extra mile with your most valuable players

Player Retention

Bonusing and promotion that keeps the player coming back

Player Reactivation

Working with dormant and inactive players to prevent player churn

Content Management

Full content support for online casino brands from scratch

Customer Support Excellence

SOFTSWISS is one of the few companies to offer in-house support teams working exclusively with the Casino and Sportsbook Platforms.

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.

  • 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

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.

Anti-Fraud Support offers two levels of service: Mandatory and Additional. Additional services include all the functionality of Mandatory services, broadening and complementing them.

Mandatory Anti-Fraud Services

  • Investigate suspicious activity
  • Copies of processed personal data available for collection on player request
  • Regularly review casino activity for compliance with Terms & Conditions and KYC/licence requirements in order to prevent or manage complaints and risk exposure
  • Submit requests for gameplay checks to game providers
  • Manage player complaints received directly from regulators, iGaming forums, or casino mediators

Additional Anti-Fraud services

  • Establish daily playerbase reporting, including verification of significant wins etc.
  • iGaming expert assistance in resolving player conflicts and complaints from regulators, iGaming forums, or casino mediators
  • Carry out advanced security checks
  • Responsible Gambling (compulsive player detection, self-exclusion period checks; implementation of addiction-relief strategies)
  • Bonus abuse and player balance monitoring

VIP Player Support

iGaming operators understand the value of working with high rollers. SOFTSWISS offers professional services to enhance their loyalty and give maximum attention to the casino’s top players.

  • Dedicated approach towards VIP players
  • VIP player text support
  • Expanding and segmenting the VIP player base
  • Anticipating VIP player needs
  • Identifying and implementing the best customer bonus strategies for VIP players based on their preferences and gaming experience

Player Retention

Attracting a new player is always more costly than engaging an existing one. Due to their expertise and top-notch communication skills, our multilingual team can help increase player loyalty for SOFTSWISS clients.

Bonus and VIP programs

  • Setting up the bonus policy
  • Supporting brand loyalty and promotional efforts by developing various bonus packages
  • Launching non-standard promotional strategies (lotteries, tournaments, etc.)

Promotional and retention email campaigns

  • Player database segmentation to create targeted retention campaigns
  • Personal email strategies for VIP players

Game management

  • Promotional campaign assistance: developing special game categories for branded events
  • Support in choosing the right games for promotion

Player Reactivation

Player interest in a game can fluctuate. The fact is that engaging an acquired player is far more cost-effective than bringing in a new one. Through personal contact with players via calls and messengers, the Reactivation team minimises player churn, increases deposit sums, and boosts the overall player online gambling experience.

  • Dormant and inactive player engagement through person-to-person contact
  • Active guidance for players with unsuccessful deposits.
  • Enhancement of affiliate marketing through an integrated customer outreach strategy
  • Proactive regular feedback from the audience in order to improve performance
  • A personalised and progressive style of communication with players
  • Reactivation specialists serve within the framework of Responsible Gambling initiatives
  • Development and implementation of tactics to notify players of special offers and bonuses based on their interests and activity levels

Content Management Services

If clothes make the man, an iGaming brand relies on its website. A comprehensive communication system, an easy-to-use user interface, and timely content updates are the minimum requirements you need to ensure in order to expand your player base. 

Our dedicated content team is ready to provide top-notch frontend, game section and content management services to maintain a website that converts.

  • Completing the site with the latest content, including updating banners and localisations for different GEOs
  • Ensuring comprehensive marketing support for non-standard promotions (lotteries, tournaments, etc.)
  • Website game lobby management, highlighting the hottest and most popular games 
  • Adding new games and performing game recalls 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 to the casino’s Terms of Use

Facts & Figures

SOFTSWISS Managed Services is proud to boast its achievements
200+ casino brands supported
170 support specialists
3 daily support shifts

Other products

Maintaining a high level of audience engagement extends beyond player care. Check out the SOFTSWISS products to enhance the player experience.

Affiliate Management Software
Affilka

Affilka

Easily track your partners’ performance with the robust affiliate management platform

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Game-Aggregator

Game Aggregator

It takes only 1 integration to get 16,500 games and truly engage your audience

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Jackpot Aggregator

Jackpot Aggregator

Organise, manage, and optimise jackpots across one or several iGaming brands with a community game management tool

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