SOFTSWISS First Line Support shared its second-quarter statistics Wednesday, which show that the team has processed more than 450,000 player requests (chats and tickets) in the period analyzed.
This figure reveals an almost 20% increase in the number of resolved queries versus numbers in Q1 2021. The number of cashouts has also risen by 13%, peaking at 75,917 in Q2, compared to 65,715 in Q1.
According to a SOFTSWISS press release on the subject, the figures demonstrate “the continuously growing capacity” of the First Line Support.
This team is part of the international tech brand’s solutions for gaming operations, and takes over the full support of online casino platform players, communicating with them via live chat and emails, available in multiple different languages 24/7.
A highlight of the new report is that despite the increase in load, the quality and speed of the service did not suffer: daily stats show 4000 resolved chats and 2500 cashouts made with an average 82-85% customer satisfaction index.
“The SOFTSWISS First Line Support team is, at its core, a versatile team. Our department serves as a kind of intermediary between the player, client, and casino world,” described Yan Fursa, Head of First Line Support.
On the keys of the service’s success, Fursa lists its transparent and unbiased nature, as well as its reliability and quick support.
“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,” added the head of department.
The team’s tasks include the handling of issues or bugs reported by players and performing player KYC checks who request withdrawals. And in addition to communicating directly with players, the First Line Support also helps operators to resolve player-related queries.