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January 13, 2022

SOFTSWISS implements 24/7 B2B Support

SOFTSWISS has announced that from now on, all of the game aggregator clients will have access to 24/7 B2B Support. Up until now, the requests sent to the Game Aggregator team over night were only handled in the morning. Now, however, all clients will manage to get in touch with B2B Customer Support Specialists at any time.

At the moment, the Game Aggregator B2B Customer Support is available in either English or Russian. The staff can be reached through a Jira helpdesk, where clients can open tickets to get assistance. 

The B2B Support works with a priority-based system. High priority is given to those requests concerning games not working properly or winnings that need to be verified.

The time it’ll take to solve these issues, therefore, depends on the ticket’s prioritization and complexity. On average, the applications are processed within forty minutes, and 95% of those won’t require additional assistance by specialists. 

At the moment, the Game Aggregator B2B Support team is composed of 30 employees, who work in four main teams:

  • Customer Support will help with client issues that concern the game process, such as investigating player activity for fraud. 
  • Game Aggregator Setup will connect game providers and casinos to help with the connection process, documentation, and technical aspects.
  • Game Release will be responsible of adding new game titles within the Game Aggregator system.
  • Partner Portal is a new part of the game aggregator which is currently under development. Its main goal for the future is to always be in touch with game providers.  

With this new structure, the clients of SOFTSWISS Game Aggregator will receive complete support and high-quality, fast solutions to any issue that might arise. This is extremely important, considering that at the moment, there are over twelve thousand games from more than 170 studios available on the platform. 

Yauheniya Matsiuk, SOFTSWISS Game Aggregator B2B Customer Support Team Lead, said: “The launch of 24/7 support is a big and important step in developing the Game Aggregator B2B Support. After all, our primary objective is to stay in touch at all times to help SOFTSWISS Game Aggregator clients and their players resolve issues as quickly as possible. Thanks to 24/7 support, we are now even closer to that goal. Today, a team of professionals is working around the clock to ensure that our global clients receive first-class service, no matter where they are in the world.”

More about SOFTSWISS

Softswiss is an acclaimed iGaming company, and the first online gambling software company to start working with cryptocurrencies. Softswiss was created in July 2009 in Minsk, Belarus.

Today, Softswiss is a recognized industry leader in the development of software solutions for iGaming. The company has an international team, which has more than 700 employees and has an official presence in several countries.

The Softswiss network includes over 300 iGaming brands, and the company received numerous awards and acknowledgments in media. Furthermore, Softswiss continuously improves its products with innovations and provides customers with first-class industry solutions.

If you’re still wondering what’s the type about Softswiss, it might help to know that King BillyCasino, PlayAmo, and Betchan Casino are three of the clients that they work with.