Outsourced operational support for iGaming operators
Services /
Customer Service
& Experience
Offering /
RokkerX's Customer Service offering provides:
A specialised Customer Service team for online sports betting and casino operations.
Flexibility in this service provision, allowing operators to scale their team up to 24/7/365 availability and/or their own dedicated team.
A swift and reliable service for all player interactions, significantly improving player satisfaction and retention so operators can focus on driving their business strategy.
Monthly performance reports providing regular feedback on the quality of the service provision.
RokkerX USPs for
Customer Services:
For this service, we will provide a minimum viable 24/7 team for English language Customer Support.
We can provide bespoke pricing to support additional languages and/or additional contacts beyond that provided by this team.
One-stop Shop: we provide our customers with the opportunity to take a comprehensive suite of services, reducing the number of suppliers required in order to run operationally.
Employee Satisfaction: we focus on minimising employee churn by ensuring the highest quality employee experience, from training to BAU, investing in our people and their professional and personal growth.
Standardisation of Pricing: we provide a simple standardised pricing model that allows operators to scale the level of service support in line with their operational needs.
Player Experience: we recognise the importance of your brand and the level of customer experience expected with that, so by fully immersing ourselves in your way of working, we provide a seamless, high-quality experience for your players.
USPs /
RokkerX Customer Service SLAs
Omni-channel support: phone, chat and email
of calls answered within
30 seconds
of emails answered
within 4 hours
of chats answered within
30 seconds
of issues are resolved
during the first contact
SLAs /
24/7 Multi-Channel Support:
- Providing around-the-clock support via phone, email, live chat, and social media.
- Ensuring accessibility for players at all times.
Player Onboarding:
- Assisting new players with account creation and verification processes.
- Providing guidance on setting up security features like two-factor authentication.
Account Management:
- Helping players manage their accounts, including password resets and information updates.
- Assisting with deposit and withdrawal processes.
Fraud and Security Support:
- Assisting players with reporting suspected fraud or unauthorised account activity.
- Guiding players through the process of securing their accounts after a security breach.
- Providing information on how to recognise and avoid phishing scams.
Service provisions:
Customer Service & Experience
