PROBLEM
The support problem no one talks about
You've tried hiring. Training. Rotating shifts.
And still — backlog grows, VIPs wait too long, peak periods break your ops.
The real problem isn't people. It's that support is running without a system.
No ownership. No governance. No predictable improvement.
That's what we fix.
OUTCOMES
What operators
actually hire us for
Not "customer service." Managed support operations with clear outcomes.
1
Protect VIP experience
Your highest-value players get priority handling, faster resolution, and consistent quality — reducing churn risk where it hurts most.
2
Kill the backlog
Structured queues, clear SLAs, and trained agents who don't let tickets age. You'll see the backlog shrink in week one
3
Scale across markets
Add languages, extend coverage, handle peak seasons — without the hiring cycle that takes months.
4
Make quality measurable
QA scorecards, calibration sessions, coaching loops. Every agent improves. Every month.
5
Survive peak periods
Product launches, promotions, weekends, holidays — we staff for volume, not averages.
6
Fix the escalation chaos
Clear paths to KYC/AML, payments, product, and compliance. No more "who owns this?" conversations.
KPIS SECTION — METRICS TABLE
KPIs we manage.
KPIs we improve.
We don't report vanity metrics. We track what moves the needle — and we own the outcomes.
CSAT |
Player satisfaction post-interaction. Our minimum: 85%. |
First Response Time |
Time to first human reply. Chat target: under 30 seconds. |
Resolution Time |
Time from open ticket to resolved. |
Backlog Size |
Open tickets at any moment. |
QA Score |
Agent quality per custom scorecard. |
Escalation Rate |
% requiring 2nd line or internal team. |
Escalation Resolution SLA |
Time to resolve escalated cases. |
VIP Satisfaction |
Separate tracking for high-value players. |
TESTIMONIALS
What operators say
Ready to stop managing support fires?
We build, run, and improve your player support operation — so you can focus on growth, not tickets.
Most operators know in 15 minutes if this is a fit. No pitch. Just answers.
RECOGNIZING EXCEPTIONAL PERFORMANCE
SiGMA Award Nominations
2022 Best Customer Service Provider (Balkans & CIS)
2023 Best Customer Service Provider (Balkans & CIS)
2024 Best Corporate Service Provider (Europe)
2025 Best CS Tech
(Europe).
BLOG
Our own application
We don't resell someone else's support tool. We built ours.
Ask2Play is the AI communication application our agents work in every day. Live chat, the player's full account context, real-time translation, and drafts written from your own procedures — never sent until a trained agent approves them.
- Player 360 opens with the chat — no second system to look anything up in
- Real-time translation both ways, so one team covers every market
- Nothing reaches a player unapproved — the human in the loop is our agent
Licence included in the per-agent price. No separate tool to buy.
