What do you Really Want Out of Customer Service and Technical Support for Payment Processing?
First, let’s think about the types of situations that might necessitate the involvement of your payment processing customer service team or merchant services technical support group. Starting with the most obvious situation of a system error that prevents the use of your payment processing devices; it’s absolutely vital that you are able to contact technical support at all times to obtain the service needed to get things back up and running promptly. If your operating hours don’t align with the operating hours of the technical team of your merchant services provider, this can present a major issue. 24/7/365 technical support is absolutely necessary; the last thing your business needs is hours upon hours of downtime, simply because the technical support lines are closed for the day.
Of course, just because you CAN reach someone when you have a technical issue, that doesn’t guarantee that they’re going to be the right person. Experience and training matters, and all too often the problem that needs to be solved requires in-depth knowledge of the equipment, the software, and the specific application of the payment processing system, in order to precisely identify the nature of the problem and the most likely causes. Only then can the right solution be provided to get your business back on track. When choosing a payment processing partner, be sure to check and see that the technical support team has this level of expertise.
Solving technical problems promptly and properly is not the only factor to consider. You’ll also want to think carefully about what might be the next step in the evolution of your business. This could include such considerations as what types of POS systems might be needed to serve customers in new ways, how your business can better leverage ecommerce to tap into additional market segments, or how integrations of payment technology with inventory tools can increase operational efficiencies, among many others. When these types of questions arise as you plan for future business growth, there are many facets that must be looked at before the best possible answers can be found. This is where the innovative thinking of merchant services customer support teams can be a significant benefit.
To help your company put together a solid plan for the implementation of new payment systems, your merchant services customer service group should be able to inform your strategy effectively and guide you to the best possible combination of hardware, software, and processes to meet the need of the application and set the stage for business success. This includes providing a detailed review of your current payment processing capabilities, identifying strengths and potential opportunities, as well as conducting a market analysis to evaluate competitive position and possible threats. With so many options available to choose from in payment processing technology, your decision to invest in a new solution must be based on what will deliver the most impact to your business strategy, and align with your short-term and long-term goals.
Collaboration is key when managing your merchant services, and in order to make the most of the relationship it is helpful to have a single point of contact that learns the nuances of your business in great detail. When evaluating different merchant services companies, be sure to ask if you will be provided a dedicated account manager or support representative. With this type of relationship, the support your business receives will be much more consistent, and the recommendations provided will be tailored with greater relevance to your unique operating conditions and competitive environment. By having the extended knowledge of what your business is all about, your merchant services customer service partner will be better suited to deliver the recommendations and advice needed to enable accelerated business growth.