After processing more than 450,000 player queries in Q2 2021, SoftSwiss commended the expanded capabilities of its first line support division.
SoftSwiss said that the number of resolved enquiries increased by 20 percent from Q1 to Q2, while cashouts increased by 13 percent to 75,917 in Q2, up from 65,715 the previous quarter.
Yan Fursa, head of first line support at SoftSwiss managed services said: “The SoftSwiss first line support team is, at its core, a versatile team.
“Our department serves as a kind of an intermediary between the player, client, and the casino world. We operate 24/7 to deliver all our customers the best service possible, being 100 percent transparent and unbiased. The FLS Team supports hundreds of players around the world, delivering the quickest and most reliable service possible.
“On a daily basis, we deal with all types of player queries, including the most complex technical ones in nature. The team is excited to be able to make a difference for SoftSwiss clients as well as generate additional player value.”
The SoftSwiss first line support team provides live chat and email help to online gaming platform players on a daily basis. This support, according to the supplier, includes dealing with difficulties or bugs reported by players, as well as doing KYC checks on players who want withdrawals.
Despite the increased number of player support queries, SoftSwiss noted that the first line support team reported daily numbers of 4,000 resolved chats and 2,500 cashouts, with an average customer satisfaction index of 82-85 percent.