NFC payments are a convenient and secure way to pay with your smartphone or wearable device. However, not all customers are happy with this technology, and you may encounter some complaints or issues when offering NFC payments at your business. How can you handle these situations effectively and professionally? Here are some tips and best practices to follow.
Frequent complaints about NFC payments can be attributed to a variety of causes, such as technical glitches, network issues, compatibility problems, user errors, or misinformation. To address these issues, it is important to understand the root causes and potential solutions. Complaints may include slow or unreliable payments, lack of acceptance in certain locations, security or privacy concerns, and confusion or complexity.
Understanding common complaints also requires Root Cause Analysis. When a compliant is raised, categorize them under multiple dimensions such as nature, time raised, vendor, device, monetary value involved in the transaction etc. Once a database is set up, fixing these complaints would be much more easier.
Ask customers for detailed information about the problem. This may include the time of the transaction, the devices involved, and any error messages received, as gathering comprehensive information helps in diagnosing and addressing the issue accurately.
Providing clear and accurate information about NFC payments is one of the best ways to handle customer complaints. Display signs or stickers that indicate what types of devices or apps are compatible, and train your staff to explain how to use NFC payments and answer common questions. Educating customers about the security and privacy features, such as encryption, tokenization, and biometric authentication, can also be beneficial. Additionally, updating your website and social media channels with relevant and helpful information about NFC payments can be useful.
Sometimes, NFC payments may not work because of the tokenization issues either at the issuing bank or the card network end. To backtrack the transaction, it is mandatory to know where metadata is located, and how it should be read. Analysts must be aware of this process, though they need not know everything at a granular level.
To handle customer complaints about NFC payments, troubleshooting and resolving any issues quickly and efficiently is key. This can involve regularly checking your NFC reader and terminal to ensure they are working properly, as well as contacting your payment service provider or bank if you encounter any problems with processing or authorizing NFC payments. If NFC payments are not available or not working, you should offer alternative payment options. Additionally, apologizing and compensating your customers for any inconvenience or loss due to NFC payment issues is important.
Once the compliant is backtracked, a Product Manager should ideally plan out 1. Resolve the issue group with the maximum complaints. 2. Automate the payment decline alert to the corresponding stakeholders so that the frequency of declines are kept in check. 3. Validate the feature for alternate payment avenues such as QR codes. Paying through QR has been prevalent in countries such as Netherlands and India. 4. Acquiring a customer is more difficult and expensive than retaining a customer. So the payment system provider must be responsible for facilitating successful payments.
Gathering feedback and suggestions from your customers can be a third way to handle complaints about NFC payments. Invite your customers to share their opinions and experiences through surveys, reviews, or testimonials, and listen to their concerns and complaints with respect and empathy. If feasible and beneficial, you can implement their suggestions and recommendations. Show your appreciation for their feedback and loyalty by thanking them and offering incentives or discounts.
Soliciting and acting upon feedback is crucial for the development and improvement of the system. Ask for feedback not only from the external stakeholders, but also from the internal stakeholders periodically. Use KPIs and metrics, alongside A/B Testing to continually improve the platform or a product.
Staying updated and informed about the latest trends and developments in the NFC payment industry is a great way to handle customer complaints. You can do this by following news and reports on NFC payment innovations, challenges, and opportunities. Additionally, joining online forums, groups, or communities where you can exchange ideas and insights with other NFC payment users or providers is beneficial. Attending webinars, workshops, or events to learn more about NFC payment best practices and guidelines is also recommended. Finally, subscribing to newsletters, blogs, or podcasts that cover NFC payment topics and issues is a great way to stay informed.
Handling customer complaints about NFC payments from the EU and local law perspective involves adhering to various regulations and ensuring that customers are treated fairly. Following are few issues to consider, but specific legal requirements may vary, and it's advisable to consult legal professionals for precise advice: 1)transparent terms and conditions: ensure that the terms and conditions related to NFC payments are clear and easily accessible to customers. Transparency helps manage expectations and can prevent misunderstandings; 2) compliance with PSD2 in the applicable scope; 3) establishing itnternal complaints handling procedures.