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Customer Story
Industry
iGaming
Headquarters
Mexico
Solution
Comm100 Live Chat and Ticketing& Messaging
Comm100 customer
Since 2024
Inbet Mexico represents the international expansion of a Bulgarian gaming company, bringing world-class gambling entertainment to the Mexican market. As a brand-new operation launched in 2024, the company entered one of Latin America’s fastest-growing regulated gaming markets with ambitious goals for rapid growth.
Inbet Mexico needed to establish a customer support infrastructure from the ground up that could handle the unique demands of online gaming while maintaining the high service standards required in this competitive industry.
The Mexican online gaming market presents distinct challenges, requiring platforms that can deliver real-time support in Spanish, handle high-volume inquiries during peak betting periods, and maintain compliance with local gaming regulations.
For a startup operation with limited time to establish market presence, selecting the right customer engagement platform proved critical to their launch success.
Inbet Mexico wanted to improve the quality of their support, making it a primary differentiator within the LATAM region. This presented a series of challenges.
As a newly launched operation in a different country, Inbet Mexico faced the challenge of establishing their entire customer support operation without existing infrastructure or processes. They needed a platform that could be deployed quickly while providing room for future growth, while also offering the resources needed to overcome those initial issues.
The company recognized from the outset that they would need to scale their support operations quickly as they gained traction in the Mexican market. Their platform choice needed to accommodate both their immediate launch requirements and anticipated growth trajectory, with an eye on AI integration.
“At the moment it will be an increase in our staff if the volume is too high,” Amaury Felix, the Product Manager at Inbet Mexico, notes. “Eventually I think we will reach the maximum number of agents that we can have in the office and we will need to find a solution.”
As a new company with a team of new agents, Inbet Mexico needed to ensure their support team could quickly become proficient on their chosen platform without extensive training overhead.
They needed a solution that offered comprehensive training and onboarding, preferably in Spanish.
Inbet Mexico selected Comm100’s AI Live Chat and AI Ticketing & Messaging solution to power their customer support operations from day one. The platform provided the core functionality needed to handle player inquiries, manage support workflows, and maintain service quality standards.
Comm100’s AI Live Chat gave Inbet Mexico the ability to offer support across their entire website, meeting players wherever they happened to be browsing. Whether customers were reviewing game offerings, checking promotions, or managing their accounts, help was immediately accessible without forcing them to navigate away or search for contact information.
This accessibility proved critical in the fast-paced gaming environment where friction in the support process can mean the difference between a resolved issue and a lost player.
The implementation significantly improved the player support experience by enabling users to reach out the moment concerns arose, rather than waiting until frustration built up enough to warrant finding a phone number or composing an email.
Beyond the immediate chat functionality, the integrated ticketing system provided Inbet Mexico’s team with comprehensive visibility into all player interactions, ensuring that no inquiry fell through the cracks even during high-volume periods or shift changes.
The platform’s robust reporting capabilities gave leadership clear visibility into team performance, allowing them to identify trends, optimize staffing, and make data-driven decisions about where to focus training and process improvements as they scaled their operations.
“It’s been quite smooth to be honest,” Felix reports.
The deployment process proved straightforward, with the Comm100 team supporting the implementation. This enabled Inbet Mexico to launch their support operations without significant delays or complications.
One of the challenges that Inbet Mexico faced was related to team training. Many of their staff members, based out of Mexico, didn’t speak English. Comm100 delivered the training in Spanish to accommodate their team.
Beyond immediate requirements, the Comm100 platform provides a foundation for future expansion into AI-powered automation as the company scales.
“It’s a great feature!” Felix says of potential AI Agent implementation.
The platform’s scalability gives Inbet Mexico confidence that they can continue using the same solution as they grow, rather than migrating to different platforms at different stages of development.
“I would highly recommend Comm100 completely. It’s magical what they do,” Felix states when asked about recommending Comm100 to other companies.
Inbet Mexico successfully launched their operations with a fully functional customer support system. Using Comm100 AI Live Chat deployed across their website; the team was able to handle player inquiries immediately upon launch without the typical growing pains that plague new gaming operations.
The platform has maintained consistent performance during the critical launch period, with minimal technical issues requiring intervention. For a gaming operation where players expect instant access to support regardless of time of day, this reliability proved non-negotiable.
Downtime or performance degradation during peak betting periods could have meant lost revenue and damaged reputation at the most vulnerable stage of the company’s lifecycle.
Inbet Mexico’s experience highlighted the platform’s stability under real-world conditions.
For Inbet Mexico, partnering with Comm100 provided the customer engagement foundation they needed to successfully launch in the competitive Mexican gaming market.
The combination of comprehensive functionality, smooth implementation, and responsive support enabled them to focus on building their business rather than troubleshooting their support infrastructure.
As they continue to grow and eventually expand their use of AI-powered automation, Comm100 will continue supporting their evolution to an established player in the Mexican gaming market.
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