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During an interview with SiGMA, Head of B2B Customer Support, Evgenia Matsyuk, spoke to us about the company’s B2B work

SiGMA: You have a lot of experience in customer support: before you worked at Biglion and YandexGo. Can you tell us about your career and how you got into SOFTSWISS?

I started my career at Biglion, where I learned the basic principles of customer service and got my first experience in this field. After that, I joined YandexGo as a support specialist and worked with VIP clients. There I studied the structure of work and the specifics of communication with clients in more depth. Over time, I took on additional responsibilities such as working with staff and improving the quality of service for projects with premium traffic.

Thanks to this, my work was noticed, and I was offered to lead a new team responsible for supporting users of functional tariffs. The team was just emerging, so I had to work hard to build a working system. As a result, just six months later, I led the content team, where I led all the support teams. And three months later, I was already in charge of international support (Africa, Asia and Europe).

After two years of work, I realized that I wanted to move on. This desire led me to SOFTSWISS. The skills and experience I’ve gained over the years of working with people at different levels and positions have helped me immensely. Now I oversee a team of 26 people, which has grown significantly over the past year.

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

Since March 2020, the B2B support and operations team has grown more than eightfold. To speed up the workflow without losing quality, we divided it into four teams. The customer support team deals with customer problems that arise during the game (e.g., checking the player for cheating, game problems, errors, etc.). The game aggregator installation team is responsible for launching new 바카라 games. 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 get the latest content from our partners! And finally, the Game Aggregator Affiliate Portal (GAPP) is the newest part of our team that is just gaining momentum. His main task is to always be in touch with our partners – game providers.

SiGMA: What is the Head of B2B Customer Support at SOFTSWISS Game Aggregator responsible for?

At first, there were only three people in our team. My task was to build a training system and work as quickly and efficiently as possible. In just the first month, we had an initial training plan for beginners and improved our manageability. Now this system has been brought to an almost perfect state. With our well-defined algorithms, continuous employee training, and shift schedules, our customers know they can count on us to help 24 hours a day, 7 days a week. My task is to adapt our algorithms to ever-changing circumstances without losing quality and speed.

SiGMA: What are the most common issues that clients come to you with?

Most often, they ask to check the result of the round. Since the launch of the back office, SOFTSWISS Game Aggregator clients can now check this for themselves, but they still need to contact us if they require more information about the game round. Most often, customers ask to check the result of the game round due to problems with the Internet connection. In this case, the game session can be interrupted, and the result of the round is unknown to either the player or the 바카라. The second most common request is for game-related errors that may prevent the game from starting or interfere with gameplay.

SiGMA: How long does it usually take from a support call to a full solution? What does this process look like within the team?

It is not always possible to resolve the issue on our side. Quite often, we need the help of partners or colleagues outside the team. In this case, it may take longer to resolve the issue. Now the average time from request to resolution is 16 hours. However, we are constantly working to reduce waiting times and provide our customers with the fastest possible support! Consequently, each new request is processed in no more than 40 minutes. This is the time frame in which we see a request from the client and process it. If we can answer the client’s question ourselves, then the problem is solved at this time. Our round-the-clock support allows us to do this at any time of the day or night.

SiGMA: Have you ever faced unsolvable problems?

Not unsolvable, but certainly sometimes there are complex technical problems that require the involvement of multiple teams, such as when we need the help of software developers. However, we most often face situations that we can cope with on our own. In this matter, we rely on clear instructions, a developed knowledge base and a training system. We always do our best to continuously improve the qualifications of our employees in order to help our customers with their questions as quickly as possible.

SiGMA: Share your plans for the future. In what direction will the B2B Game Aggregator support develop?

Over the past year, our team has grown significantly. This required a review of the process and a high degree of organization. Our goal now is to maintain the level of service that we have achieved without stopping in our development.

Firstly, we strive to improve the level of the support service: reduce the number of errors, speed up their elimination, etc. Of course, we will grow in number, because the workload is growing, and we have to expand the staff to cope with this. Our main goal is to provide our clients with the highest quality services that would satisfy their needs even before they arise. We will do our utmost to achieve this goal.

SiGMA Asia 2022

After the fascinating set of conferences that Malta Week 2021 has become, SiGMA Group plans to take the world by storm by visiting the golden domes of Kyiv and the snowy city of Toronto, where they will bring together the best and brightest representatives of the iGaming world. Our next exhibition will take us to the ultra-modern metropolises of the United Arab Emirates, where we will organize three days of networking, group discussions and celebrations. Stay up to date with the latest SiGMA News.