Un vistazo al sector B2B con Yauheniya Matsiuk de SOFTSWISS

In her interview with SiGMA, Yauheniya Matsiuk, the customer service supervisor at , told us about the company’s work in the B2B sector.

SiGMA: You have a lot of experience in the field of customer service. Prior to SOFTSWISS, you worked at Biglion and YandexGo. Could you tell us about your career path and how you ended up at SOFTSWISS?

I started working at Biglion. There I learned the basic principles of the help desk and gained experience in the field. Later, I joined YandexGo as a customer service specialist and worked with VIP clients. I explored more deeply the structure of work and the peculiarities of communication with clients. Over time, I took on additional responsibilities, such as working with staff and improving service quality on projects with premium traffic.

Thanks to this, my work was noticed and I was offered to be the head of a new team in charge of serving users of functional fares. The team had just been created, so I had to work hard to create a system that worked. As a result, just six months later, I became head of the content team, where I managed all the customer service teams. And three months later, I was in charge of international support (Africa, Asia and Europe).

After two years, I realized that I wanted to move forward. This desire led me to SOFTSWISS. I have benefited greatly from the skills and experience I have gained over the years working with people of different levels and positions. I now oversee a team of 26 people, which has grown considerably in the last year.

SiGMA: What is B2B customer support at the SOFTSWISS Game Aggregator? How is work organized?

The B2B service and operation team has increased more than eightfold since March 2020. To speed up the workflow without losing quality, we have divided it into four teams. The Customer Support Team takes care of customer issues that arise in the gaming process (checking for fraud, gambling problems, computer errors, etc.). The Game Aggregator Configuration Team is responsible for enabling new games for 바카라s. This team collects the necessary documentation, communicates with game providers, and makes technical changes. The game release team adds games to our system on the fly, so customers can always have the latest content from our partners. And finally, the Game Aggregator Partner Portal (GAPP) is the newest part of our team, which has just come out. Their main task is to always be in contact with our partners, the game providers.

SiGMA: What does the B2B customer service supervisor of the SOFTSWISS Game Aggregator do?

Our team started with three people. My task was to create a training system and work as quickly and efficiently as possible. In just one month, we had an initial training plan for newbies and improved management rates. Now, this system has been brought almost to an ideal state. Thanks to our clearly defined algorithms, continuous employee training, and shift schedules, our customers know they can count on our support 24 hours a day. My task is to adapt our algorithms to constantly changing circumstances, without losing quality and speed.

SiGMA: What problems do customers most often pose to you?

Most often, we are asked to check the result of the round. Since the back office was launched, SOFTSWISS customers can check it out for themselves, but they still have to contact us if they need more details about the game round. Most of the time they ask to check the result because of problems with the connection. In this case, the gaming session may be interrupted and the outcome of the round is unknown to the player or the 바카라. The second most frequent request has to do with game-related errors that may prevent the start of the game or interfere with the game.

SiGMA: How long does it usually take from a request to when it is resolved? What is this process like within the team?

It is not always possible for us to solve the problem. Often, we need the help of partners or colleagues outside the team. In this case, it may take longer to resolve the issue. Today, the average time from application to resolution is 16 hours. However, we are constantly working to reduce waiting time and offer our customers the fastest assistance. As a result, each new request is processed in less than 40 minutes. This is the period in which we see the customer’s request and attend to it. If we can answer the customer’s question ourselves, it is during this time that the problem is resolved. Our 24-hour service allows us to do this at any time of the day or night.

SiGMA: Have you ever encountered unsolvable problems?

Not unsolvable, but of course, sometimes there are complex technical problems that require the involvement of several teams, for example, when we need the help of software developers. However, we are often faced with situations that we can handle ourselves. To do this, we have clear instructions, a well-developed knowledge base and a training system. We are always striving to constantly improve the competence of our employees in order to help our customers with their questions as quickly as possible.

SiGMA: On your plans for the future. What direction will the aggregator’s customer support take?

In the last year, our team has grown considerably. This has required a review of processes and a high degree of organization. Our goal now is to maintain the level of service we have achieved so far without stopping in our development.

First, we strive to improve the level of support service: reduce the number of errors, speed up their resolution, etc. Of course, we will also grow in quantity, as the workload is increasing and we have to expand our workforce to deal with it quickly. Our main goal is to provide our customers with the highest quality service, which meets their needs even before they arise. We will do our best to achieve this goal.

SiGMA Asia 2022

After all the excitement of the Malta Week 2021 conferences, the SiGMA Group plans to move around the world with destinations like Kyiv and Toronto as hubs to attract the best and brightest in the iGaming world together. Our next exhibition will take us to the avant-garde metropolis of the United Arab Emirates for three days of networking, panel discussions and festivities. Stay up to date with the latest and greatest through SiGMA News.