Merchants want options for engaging with customer service and technical support.
Merchants know the importance of great customer service. Without it, they lose business. According to a Qualtrics survey, 80% of consumers have changed brands due to unsatisfactory customer experience. But when merchants are the consumers, they’re also making purchasing decisions based on their experiences with their vendors.
Customer service from a payments solution provider is crucial. Busy merchants who experience an issue with their payments technology must rely on you and your payment partner to resolve it quickly — downtime may cost them sales. And while troubleshooting and fixing the problem may be your payment partner’s responsibility, the service your clients receive will reflect on your business. And this time, a bad experience can impact your revenues.
Can you please all of the people all of the time?
How people define great customer service can vary. Some of your clients will base it on whether they can quickly get a knowledgeable person on the phone, regardless of whether they have a basic question or the payment terminal in their restaurant isn’t working during a Friday night happy hour.
Other people would prefer to find answers themselves, when possible. They’re more likely to use a customer portal, knowledge base, or FAQ page before they consider picking up a phone. This is particularly true if your clients are young. A Qualtrics survey found that 43% of millennials prefer chat, and 40% of Gen Z prefer texting to communicate with customer support.
Furthermore, it depends on the circumstances. For example, if your clients are confident enough that they can find an answer on their own, they might prefer self-service customer support. However, for more complex issues, people of all ages may prefer explaining over the phone.
All considered, offering great customer support is a complex landscape, and how well your payments partner navigates it is a contributor to your clients’ satisfaction.
The solution for great customer service.
Because merchants will look for the most convenient and frictionless way to find answers and address their issues, it’s smart to give them options. North American Bancard recognizes that merchants may prefer to speak with a knowledgeable support specialist, or they may want self-service options.
So, we do it all.
Our support resources include 24-hour customer care and technical support, with options for clients to fill in a web form for a callback. Our website also includes numbers so they can call directly. Customers can also use the chatbot on our website that will direct them to support or the information they need.
We also maintain a merchant knowledge base, which includes a payment processing FAQ page that provides answers to merchants’ questions about working with North American Bancard and the payment industry in general, such as “What is a chargeback?” and “What is PCI compliance?”
The knowledge base also includes information on payment equipment and video tutorials on a variety of payment solutions. North American Bancard also provides merchants with a portal where they can quickly access their reports, send online invoices, accept payments, manage chargebacks, and streamline other tasks like inventory and employee management.
Customer satisfaction that builds loyalty.
We’re committed to our sales partners’ success, and that includes providing great customer service to our mutual clients. Giving merchants options to engage however they prefer can contribute to a good business relationship. And when they do connect with customer support or technical service, they receive the expert knowledge they’re looking for.
Contact North American Bancard — whichever way you prefer, web form, phone, or email — to learn more about the benefits of working with a partner that provides great customer service.
