SOFTSWISS Surpasses 5% Conversion Rate and Elevates the Player Experience with LiveChat

The challenge

SOFTSWISS is a leading provider of gaming software solutions. They offer a wide range of innovative products that help gaming operators create exceptional experiences for their players.

With a global customer base, SOFTSWISS needed a tool to streamline their communication, scale their growing demands, and enhance the overall player experience.

Additionally, since they’re handling millions of chats and tickets every year, they were looking for a flexible, easy-to-implement, yet comprehensive solution. LiveChat ticked all the boxes!

It’s extremely easy to add a LiveChat widget to each website. [It] takes only a couple of minutes to customize it, set up the internal routing, and voila — you can start accepting chats and tickets.

Constantine Drentchev, Constantine Drentchev, Global Head of Customer Support at SOFTSWISS

With speed, flexibility, and scalability as top priorities, SOFTSWISS needed a solution that could keep up. Because in the dynamic gaming industry, every second counts. Here’s how LiveChat delivered.

The solution

Handling high-volume incoming queries from multiple sources

SOFTSWISS has been successfully utilizing LiveChat for several years now, and it’s their main tool for B2C communication with gaming players worldwide.

They manage a high volume of customer queries from multiple sources. With LiveChat groups, they can efficiently organize and route inquiries to the right agents across departments. Plus, detailed and accurate reporting helps them stay on top of the needs of nearly 100 B2B clients.

Automating customer support with ChatBot

One of the biggest game-changers for SOFTSWISS has been integrating LiveChat with ChatBot. This allows them to shape the player journey more effectively while improving overall efficiency. ChatBot now handles up to 15% of chats, freeing up the customer service team to focus on more complex issues. As a result, their entire support operation runs smoother than ever. Drentchev explained:

The chatbot has completely transformed our approach to customer service. It gathers essential information, asks relevant questions, and starts the conversation in a way that reduces guesswork for our agents. This leads to a faster, more tailored service, and ultimately, a better experience for our players.

Constantine Drentchev, SOFTSWISS

LiveChat’s real-time support features have helped SOFTSWISS engage players more effectively. By customizing live chat widgets and launching proactive campaigns, they reach out to players exactly when they need it — while browsing key pages like the cashier, terms and conditions, or contact page.

The result

Conversion rate exceeds 5%, surpassing industry standards

SOFTSWISS was able to assist several customers on the spot, with an impressive conversion rate of over 5% on average, well above industry standards. Drentchev added:

We’ve been able to connect with players at the right time, addressing their pain points as they arise. This has led to stronger relationships and an improved overall player experience.

Constantine Drentchev, SOFTSWISS

Missed chats eliminated

Another big win in terms of their players’ experience and satisfaction was that SoftSwiss eliminated missed chats. With the ChatBot taking care of the first part of each conversation, no customer is left waiting. ChatBot gathers key information, cutting down guesswork for agents and saving up to 5 minutes from the overall chat time.

30% fewer transfers from ChatBot to human

When it comes to self-service, they’ve successfully addressed some of the biggest volume drivers by providing detailed information and reducing the need for human interactions. In fact, at one point, they saw a nearly 30% drop in chats being transferred from the chatbot to a customer service representative.

Customer Satisfaction Index (CSI) scores have remained between 80-90%, reflecting strong player satisfaction. SoftSwiss consistently receives feedback praising the quality of the service provided, with most complaints related to other aspects of the player experience rather than the clarity of communication from the support team.

As a company, we’re always looking for solutions that make life easier for both our team and our players. LiveChat has certainly helped us achieve that.

Constantine Drentchev, SOFTSWISS

About SOFTSWISS

SOFTSWISS is a leading provider of software solutions for the iGaming industry, offering a wide range of innovative products that help gaming operators create exceptional experiences for their players. With a global customer base and a commitment to innovation, SOFTSWISS continues to drive excellence in online gaming.

Kuba Rogalski

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