If payments are complex for businesses and platforms, they can seem even more complicated to their customers. While merchants may not understand the full infrastructure of your business, they still expect a smooth user experience. Merchants depend on support teams to solve their issues and answer their questions regarding everything from fraud to chargebacks to settlements. This entails a delicate balance between product knowledge, efficiency, and attitude. Good customer support represents the investment in the relationship between your business and your customers.
What are the benefits of good customer support?
- Customer retention: Merchants who are satisfied with the support that they receive are more likely to remain attached to a business.
- Stronger reputation: Merchant support can make or break a reputation. Excellent support lets people know that you are a customer-focused business.
- Attract new customers: Positive reviews will draw in merchants who are searching for a better service experience
- Increased revenue: A stable business that consistently honors customer needs is dedicated to reducing friction in order to drive more revenue.
What kind of support model do you want to provide?
- One stop shop: A business can hire a dedicated team to handle all support
operations in-house. This often results in quicker response times and
resolutions but demands high-level training and can become very costly.
- Hand-off: One team receives incoming customer concerns and directs the issue
to the appropriate team to be resolved. This model is built for support that
involves more technical knowledge but requires flawless communication
between all involved teams and the merchant.
- Offshore: All customer support needs can be handled by an outside source to
simplify the operations of a business. Leveraging experts in merchant support
lowers overall costs and reduces staffing issues.
What do businesses consider when forming a support team?
- Response time: Every company sets different standards for how quickly they
deal with tickets. Support can differ between free users and premium, paid
- Attitude: Businesses vary in their customer-facing tone and attitude. Teams
choose how accessible they want their agents to be and what process that
- Mechanisms: Live chat windows and phone conversation capabilities are more
personal but involve more manpower and money. Redirects on the site and
delayed email responses are cheaper options but can sacrifice user experience.
- Evaluation: Assessing the content of tickets received is an opportunity for
businesses to develop. Recognizing and analyzing patterns can produce a more
efficient and systematic operation.
Happy customers stay loyal and spend more. Whatever model you choose for your business is
an important decision that ultimately affects sales. To learn more about what WePay can do
to support merchants, click here, or visit wepay.com.