SOFTSWISS announces 24/7 support for clients of its online casino aggregation platform. All queries are now resolved within 40 minutes using a priority ticketing system. (Image from softswiss.com)
Coming off the back of a record-breaking 2021, SOFTSWISS has not taken long to take steps to continually improve its game aggregation platform and the service it offers to clients. The platform which powers many online casinos, including N1 Casino, King Billy, and Bitstarz, will now offer clients customer service around the clock.
The firm which more than doubled its GGR in 2021 compared to the year before, knows how important it is to be there for customers when called upon. Previously, the firm offered customer support from the morning hours up until midnight. This means that customer queries after midnight would not get answered until later in the morning. That has now changed with SOFTSWISS offering clients 24/7 support so that they can have their queries answered quickly and effectively.
SOFTSWISS offers support in English and Russian and via a ticket system using its online helpdesk. It uses a priority system to ensure that the most important requests get answered first. Usually, these are high-priority requests involving many casino games not working or when clients need some winnings verified.
Depending on the priority of the ticket and how complex the solution is, most tickets now get resolved within 40 minutes from the moment. Only 5% of requests will require the help of additional specialists. The rest is handled by the support team alone. Tickets will go to one of four support teams depending on the issues faced. For instance, the standard customer support team handles issues with games or payments. The Game Aggregator Setup team is there to assist new clients as they connect to the aggregation platform and its partners. For clients that need help to add new casino titles to their white label casinos, the Game Release support team is on hand, while the Partner Portal team will handle all communication with partnering game providers.
SOFTSWISS believes that this revamp of its support services will ensure its aggregation platform and other services will continue to attract and recoup clients as it moves into 2022. After all, happy clients are loyal clients!
Staffing Increase: We can attribute much of this improvement to SOFTSWISS increasing staff to new milestone numbers. Just recently, the company announced it has increased staff numbers to over 1,000 and had added a jackpot aggregator tool for clients to take advantage of.
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