??????????????????? B2B ??? Yauheniya Matsiuk ??? SOFTSWISS

In an interview with SOFTSWISS Game Aggregator B2B Leader Yauheniya Matsiuk, spoke to us about the company’s work in the B2B space.

Before , you worked at Biglion and YandexGo, can you tell us about your career path and how you ended up at SOFTSWISS?

I started my career with Biglion, where I learned the basic principles of support and gained my first experience in this field. After that, I joined YandexGo as a support specialist and worked with VIP clients. I have explored the structure of the work in more depth and the peculiarities of communicating with clients. Over time, I take on additional responsibilities, such as working with employees and improving service quality on projects with premium traffic.

As a result, my work was noticed, and I was offered the position of new team leader responsible for supporting users of usage-based electricity rates. The team had just appeared, so I had to work hard to create a working system. As a result, just six months later, So I moved on to become the Head of the Content Team, where I managed the entire support services team. I am responsible for international support (Africa, Asia, and Europe).

After two years of working, I realized that I wanted to move forward. 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 tremendously in the past year.

SiGMA: What is B2B Customer Support at SOFTSWISS Game Aggregator? How is the work organized?

B2B support and operations teams have grown more than eightfold since March 2020 to speed up workflows without sacrificing quality. We are divided into four teams. The customer support team takes care of customer issues that arise in the game process (e.g., verifying players for fraud, fraud, etc.). game issues, bugs, etc.) The Game Aggregator installation team is responsible for launching new games for the 바카라. This team gathers the necessary documents, communicates with the game provider, and makes technical changes. The Game Aggregator Partner Portal (GAPP) is the newest part of our team, which has just gained momentum. The main task is to get in touch with our partners. – Always the game provider.

SiGMA: What is the responsibility of the B2B Customer Support Team Lead at SOFTSWISS Game Aggregator?

Our team started with three people. My job is to build a training system and get it up and running as quickly and efficiently as possible. In the first month, we have an initial training plan for newbies and improve the management rate. now This system has almost entered an ideal state. Thanks to a clearly defined algorithm. With constant staff training and shift schedules, our customers know they can rely on our help around the clock. 24/7 My job is to adapt our algorithm to the ever-changing situation. without losing quality and speed.

SiGMA: What problems do clients encounter most about you?

Since the launch of the Back Office, SOFTSWISS Game Aggregator customers have been able to check it themselves, but they still need to contact us if they need more details about the game round. In this case, the game session can be interrupted and the outcome of the round is unknown to the player or the 바카라. The second most frequent request involves game-related bugs that may interfere with starting the game or interfere with gameplay.

SiGMA: How long does it usually take to get support to complete a solution? What does this process look like within a team?

We cannot solve the problem from our side all the time. often We need help from 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 the waiting time and provide support to our customers as quickly as possible! so This is the time frame in which we see requests from customers and deal with them. If we can answer customers’ questions by ourselves. This indicates that the issue has been resolved during this period. 24/7 support allows us to do this at any time of the day or night.

SiGMA: Have you ever encountered an unsolvable problem?

But of course, sometimes there are complex technical problems that require the cooperation of multiple teams, such as when we need the help of a developer. However, we usually deal with situations that we can manage ourselves. In this regard, We rely on clear advice. Well-developed knowledge base and training system. We do our best to continuously improve the ability of our employees to help customers answer questions as soon as possible.

SiGMA: Share your plans for the future Where will Game Aggregator B2B support go?

In the past year, Our team has grown tremendously. This requires a high-level revision of processes and organizations. Our goal now is to maintain the level of service we have achieved without stopping to improve.

first We are committed to improving the level of support services: reducing the number of errors, accelerating resolution, etc. Our main goal is to provide our customers with the highest quality of service, which will satisfy their needs before they happen. We will do our best to achieve this.

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