Every business owner knows quality customer service is one of the most valuable things you can offer your customers. It keeps people coming back for your products, services, and ultimately boosts your revenue! But it’s even more important for you to be able to rely on your vendors’ customer service. If any issues arise, you need to know you get can in touch with an expert who can help you find a solution quickly.
This is especially true for your credit card processing company. The best credit card processing companies are the ones with the best customer service. If you’re putting up with long wait times or confusing solutions – it may be time to consider switching. We’ve outlined the key qualities to look out for when assessing your payment processor’s customer service.
Accessibility
When payment problems arise, you need to know you can easily and quickly speak to your processor’s customer service representative. Long-wait times, automated responses, and multiple transfers are annoying for anyone. But when the issue has to do with payment, it can mean the difference between making a sale or losing a customer.
It’s a good idea to test out a credit card processing company’s customer service line before you agree to work with them. Get their customer service phone number and call it. You’ll know almost immediately whether their customer service representatives are easy to get in touch with.
You’ll also want customer service representatives that are available 24/7. If not, you could find yourself in a worst-case scenario. Where you are unable to resume business until the following day – or end of the weekend.
Security
Credit card and debit card usage has skyrocketed in recent years. Along with this growth in popularity has also been an increase in fraud and security issues. Credit card processing companies are doing their part to combat fraud through encryption and tokenization. But it’s also important that your processor’s customer service offers fraud management solutions. If you suspect a customer is paying with a stolen credit card or debit card, you should be able to contact customer service for advice on how to proceed.
Technical Errors
Even the best technology can break down or suffer from service interruptions. When this happens, you need to know how a credit card processor will assist you. Will they help you fix your equipment or charge you for a replacement?
It’s also important to ask about a processor’s setup support. Whether you’re a new customer or have been with your processor for years – installing new equipment can be a time-consuming and confusing process. You’ll want customer service representatives to be readily available to walk you through every step. Ask a processor what kind of support they can offer you and if they will charge you additional fees.
Payment Issues
There are multiple possible scenarios of issues that can occur when customers pay with debit cards or credit cards. Cards can be declined, overcharged, or customers may demand chargebacks. Sooner or later, your team is bound to run into at least one of these issues. When this happens, you’ll need customer service that can help you get down to the root of the problem and fix it quickly. The worst thing is keeping a customer waiting too long or having to tell them you can’t offer a solution. You can avoid this by choosing a credit card processing company whose customer service you can rely on.
Professional Staff
Credit card processing and payment transactions are complicated. The rise of digital payments is only making the industry more complex. As a business owner, you shouldn’t be expected to understand all the technicalities of your payment processing system. Instead, you should be able to rely on a customer service team that is well-trained and able to walk you through the technology.
It’s impossible to understate the value of talking to a representative that can address your questions and issues directly. Especially without having to transfer you across different departments or make you wait days for a solution. Customer service representatives should understand both the processor’s policies and the ins and outs of the technology. It’s also important that customer representatives are polite and easy to understand. Look for companies that minimize outsourcing and train their staff well.
Choosing the Best Credit Card Processing Company
If you’re working with a credit card processing company that doesn’t offer your business the solutions you need – it may be time to consider working with a new payment processor. Make sure to take a look at our tips for choosing the best credit card processing company for your business.
Finical is a payment processor that offers all the important features your business needs and quality customer service. Finical’s customer support team is available 24/7 to deal with any payment transaction issue. Finical even offers free equipment and will walk you through the setup process without charging you extra.
Interested to learn more about how Finical can boost your business? Get in touch for a free consultation!
