Top-notch customer service is a cornerstone to any successful business. Without strong customer service, you will lose existing customers, fail to attract new customers, and deal with other negative blows to your business.
Like online merchants need to be able to handle customers’ problems with orders, refunds, or service issues, those who process credit card payments for your high-risk merchant accounts must offer the same support.
When you contact a payments processor about malfunctioning equipment, a technical support issue, or a billing mistake, you don’t want to hear canned responses, be passed to multiple representatives, and sit on hold for long periods of time. You have a business to run and you need the problem handled quickly, so you can get back to running it.
When you are in search for a processor for your high-risk merchant account, make sure you to turn to one that is accessible and has a team of trained, knowledge representatives at the ready to meet all of your needs. If you do not get great customer service, it will impact your customers and hurt your bottom line. Avoid these situations by knowing what characteristics you should look for when choosing a processor.
What to Look for in a High Risk Processor
Your time is money when you are a business owner, so, when it’s time to choose a processor, choose wisely. Every time you call, you should be speaking with a real, well-trained person. You don’t want to experience phone trees and waste countless minutes clicking through menu options. When you do need to call for assistance, you want a processor that that respects your time and gives prompt answers in a friendly, courteous manner.
Since the credit card acceptance and processing is confusing and overwhelming to merchants, the best processors will be the ones that have trained staff to be able to explain the process in easy-to-understand terms. Also, you should feel like the person you are talking to is addressing your specific problem or question. It should never seem like you are being read a script. Find a processor that recognizes that each customer has different needs and every issue they experience can be complex.
A payment processor should use cutting-edge tools and reporting systems that help you not only accept and process credit card payments, but, helps you better manage your business. Processors that use state-of-the-art equipment and software will be giving you the opportunity to stay on top of important transaction information, as well as chargebacks.
A Final Say on the Matter
You can’t afford glitches that keep you from taking a sale, so the payment provider you choose must be able to quickly and efficiently resolve a technical matter, promptly verify deposits so you can pay your employees, or handle any other issues you may run in to down the line.
Finally, to strengthen the relationship between a payments processor and a merchant, there must be trust. eMerchantBroker.com (EMB), a high-risk merchant account provider, knows how to talk to customers and how to get their issues resolved. It doesn’t pass the buck, and, instead, looks to solve matters in ways to benefit both parties.
EMB understands that merchants need to focus on their businesses and their customers, so they don’t have time for long holds or spend lots of time browsing for answers to equipment issues and other problems, so it offers a dedicated support team that makes a good faith effort to follow through on any of its promises.