Prior to this, any request received after midnight was responded to the next morning, but now it will be possible for customers to receive support from specialists at any time of the day.
The Game Aggregator B2B Customer Support Team at Softswiss offers a bilingual service in both English and Russian. Tickets can be requested when support is needed and are subsequently allocated by priority; the highest priority going to requests that have an issue with games not working or winnings that need verification.
On average, each request is completed in under 40 minutes; however, time taken varies depending on prioritisation and complexity. Typically, the team resolves 95% of requests without involving additional specialists, such as technical engineers.
There are nearly 30 employees within the Game Aggregator B2B Customer Support Team, each of whom is divided into four main teams; Customer Support, Game Aggregator Setup, Game Release and Partner Portal.
The aim of this distinction is to ensure customers are supported quickly and directly by the right specialist.
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.”
