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
  • Submit requests for gameplay checks to game providers
  • Regularly review casino activity for compliance with Terms & Conditions and KYC/AML requirements in order to prevent or manage any complaints or risk exposure
  • Responsible Gambling (compulsive player detection, self-exclusion period checks; implementation of addiction-relief strategies).
  • Managing player complaints received directly from regulators, iGaming forums, or casino mediators
  • Carry out advanced security checks on suspicious players
  • Bonus and balance control

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.

Content and Game Management
  • 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
Representation on gambling forums
  • Posting announcements about new promotions, games, game providers, big wins
  • Working with player complaints
  • Forum community management
Extra Customer Support for VIPs
  • Personal approach towards VIP players
  • VIP player phone or text support

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
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