How a European operator eliminated night shifts and improved player satisfaction at the same time.
EuroPlay is a multi-brand online gambling operator based in Malta, serving players across 12 European markets. With 80,000+ monthly active players, they run both casino and sportsbook operations under MGA and UKGC licences.
EuroPlay faced a classic support dilemma: their players were active 24/7, but their support team was only efficient during business hours.
The numbers told the story:
They tried outsourcing, but quality suffered. Their CSAT for outsourced night support was 2.8/5 — significantly lower than their in-house team's 4.5/5.
EuroPlay deployed NightOwl to handle all support calls between 22:00 and 08:00. The setup was straightforward:
NightOwl handled typical support tasks:
For complex issues (disputes, VIP requests, technical bugs), NightOwl created detailed tickets and, when critical, escalated to the duty manager.
After 3 months of operation:
Players got their answers without waiting for human support. Most common: bonus queries (34%), deposit issues (22%), verification status (18%).
Higher than the previous outsourced team (2.8/5) and approaching in-house levels (4.5/5).
Eliminated the need for a 4-person night shift. NightOwl cost: ~€1,500/month.
Players who called at night and got immediate help were more likely to return within 7 days.
"We expected NightOwl to be a cost-saving measure. What surprised us was the player satisfaction. Our night CSAT actually went up compared to outsourced support."— Head of Customer Experience, EuroPlay
NightOwl succeeded because:
Start a free 14-day pilot and see NightOwl handle real calls.