"Customers don’t expect you to be perfect. [However], they do expect you to fix things when they go wrong."
- Donald Porter V.P., British Airways
It’s no secret that payment processing is important to today’s businesses, and any problems that arise must be addressed immediately.
Nevertheless, customer service can vary widely between payment solutions providers, ranging from 24/7 online and phone support to email response only, sometimes with a painstaking 24- or 48-hour delay.
Many business leaders are increasingly realizing that providing quick and easy access to a Tier 1 US based customer support team is critical, especially when something goes wrong.
Don’t be so easily swayed
It’s easy to think that choosing the payment processor that offers the lowest rates is the best answer for a business. However, at the end of the day, rates and fees are a small price to pay when it comes down to reliable customer support and service.
Consider this: If your organization is not being supported and serviced as it should be, your customers will quickly become dissatisfied, and those initially-appealing low rates and fees will soon be the least of your worries.
The key is to make the right decision in the first place.
Customer Service is Everything
According to a RightNow Customer Experience Impact Report, 89 percent of consumers said they have stopped doing business with a company after experiencing poor customer service.
In the payment-processing world, this should be no exception. When it comes to selecting a provider, excellence in customer service must be at the forefront of the decision-making process. After all, for a fluid customer payment experience, you need assurance that your payment solutions providers will be available whenever you need help, anytime, anywhere.
The challenge for some companies is that when it comes to accepting cards for online bill payment, there can be large discrepancies between providers.
Therefore, it’s worth taking the time to research your options. And while some platforms are still adapting to emerging technologies, others have figured out how to master what every customer today wants: a seamless, simple, user-friendly solution.
One of today’s leading payment solutions providers, Billing Tree understands that one of the best ways to retain clients in your business is to provide payment solutions options that automatically deliver top-notch, customer care services. Contact us today to learn more.