Client Context

A Finnish-Facing Regulated Casino Operator

The operator served a predominantly Finnish player base in a highly competitive market. Customer support volumes averaged over 10,000 tickets per month. The product was stable, local payment methods were well integrated, and support coverage was already in place.

Despite this, CSAT typically sat around 75%. Scores were acceptable during steady periods but dropped whenever payment-related queries increased or players returned with follow-up issues.

Challenge

CSAT Instability Driven by Operational Gaps

The issue wasn’t effort or intent. It showed up in how support operated day to day. Players often interacted with different agents across conversations, particularly on payment or account-related issues. Context didn’t always carry forward cleanly, and familiarity was lost between touchpoints.

That led to longer resolution paths and repeated explanations, especially frustrating for higher-value Finnish players who expected continuity. Over time, these small breaks added up and surfaced directly in CSAT.

Approach

Rebuilding Support as Operational Infrastructure

Rather than applying surface-level fixes, the support function was rebuilt around continuity and local expertise. Native Finnish agents with prior iGaming and payment experience were embedded directly into the operation. They already understood Trustly, Brite, and Zimpler behaviour in real player scenarios, removing ramp-up time and reducing friction during live cases.

Team stability was designed in from the start. Agents stayed in role long term, with retention reaching around 95%. Shared KPIs, regular optimisation sessions, and ongoing feedback loops kept support closely aligned with commercial and compliance priorities.

Outcome

CSAT as a Predictable Operating Result

Within eight weeks, CSAT moved above 90% and remained there while ticket volumes scaled. Players interacted with familiar agents who understood their history, expectations, and local nuances.

Two years on, the setup continues to evolve, but the baseline has held. CSAT stayed high because the support operation was built to remain consistent under pressure.