SOFTSWISS Launches 24/7 First Line Support Service for Casino Operators

SOFTSWISS has introduced First Line Support, a customer service solution designed for online casino operators. The platform is accessible to both existing ecosystem clients and other gambling providers.

Service Scope and Performance Metrics

The system provides continuous assistance covering identity verification, payout processing, and gaming dispute resolution. Technical issues are routed to engineering teams, while operators receive performance reports. Agreed service levels establish a thirty-second maximum for initial replies and a two-minute average response window. Payout requests are handled within one hour, and correspondence through electronic mail is finalized within twenty-four hours.

Operational Impact and Company Background

Delegating initial player inquiries to this model reduces staffing expenses compared to maintaining an internal department. Faster resolution cycles are structured to improve retention rates and decrease complaint volumes. SOFTSWISS previously expanded its B2B portfolio with integrated risk management and affiliate tracking solutions. Data regarding service parameters and launch details was supplied by SOFTSWISS.