SOFTSWISS has introduced First Line Support, a dedicated service for operators that is available not only to clients within the SOFTSWISS ecosystem but also to those on other platforms.
This service offers 24/7 support, handling of withdrawals, KYC processes, resolution of disputed gaming situations, escalation of technical issues, and regular reporting.
SLA:
- First response time: up to 30 seconds
- Average response time: 2 minutes
- Withdrawal request processing: up to 1 hour
- Email inquiry resolution time: up to 24 hours
The service aims to retain players through quick responses, reduce the number of complaints, and is more cost-effective than maintaining an in-house support team.