more likely to buy from a competitor if the problem is service related vs. price or product related. of buying experiences are based on how the customer feels they are being treated.
of U.S. consumers will abandon an online transaction if their questions or concerns aren’t addressed. is attributed to the poor quality of customer service. If you ask any merchant if customer service is a priority the answer better be . So why is it that so many credit card payment service providers claim they do..but yet they don’t. We, at
know that how you treat your customers impacts your bottom line.
What to look for in a Merchant Account Provider As a small business owner when you decide to accept credit cards online or in-store, you need fast, reliable payment processing. That can only be provided by a Payment Service Provider (PSP) that values superior customer service. The payment card industry is essential to businesses who need to accept alternative forms of payments and then have quick access to those funds.
impacts your bottom line A great deal of research has been conducted into what we call the . The results were that great service truly does matter when it comes to generating revenue. No surprise there. But what may really get your attention is how much it matters and what the consequences are – and how long they last – when a customer has a bad experience. That’s why customer service should be more than just a department or an operation. Exceptional customer service is a business philosophy that every potential customer must be won, valued and retained. works with to offer you a knowledgeable sales team, point-of-sale systems, eCommerce options, mobile apps, software integration, recurring billing/subscription, PCI secure data storage – all with a customized solution for you and your business. The commitment to that philosophy at is why stellar customer service is a top priority. “Choose a processor that can do more than just sell you a merchant account.”
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A recent Dimensional Research survey for Zendesk on the impact of good versus bad customer service found: 1. be remembered than good ones
– bad experiences are more likely to
2. – customers shared their bad experiences more than their good ones, taking advantage of social media to spread the word and influence the buying decisions of other consumers 3. – in particular, women – are likely to avoid a business for two or more years after a bad experience On the other hand, the consequences of good customer service were: 4.
– customers made additional purchases
5. the future
– customers were likely to return and buy more in
6. – excellent customer service ranked as the #1 factor that most impacted the level of trust in a business If your business bills for its products on a daily, weekly or monthly basis, find a credit card processor who can provide this service – like .
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Interestingly enough, it seems that customer service experiences are judged more on how fast you get answers than on the final outcome. It makes sense then that getting transferred multiple times to multiple people and reiterating your tale of woe multiple times is a tried and true way to lose customers – and drive them to your competition. “Credit card point- of-sale purchases are expected to grow from 29% to 33% by 2017; cash point-of-sale purchases are expected to drop from 27% to 23% by 2017.”
These survey results – and many others like them – should serve as a wake-up call for any size merchant. In a high-tech, fast-paced marketplace, customers want to do business with companies that provide safe & easy payment options and respond to their questions and concerns quickly and efficiently. It’s called personalized service. It’s what is consistently delivered at .
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