Credit card processing technical support evaluation.

Credit Card Processing Technical Support Matters

As a business owner, you want your credit card processing to run smoothly so you can focus on serving customers. However, technical issues can cause disruptions that impact sales and customer satisfaction. That's why evaluating your processor's technical support is so important when choosing a provider. In this article, we'll explore how to assess technical support quality and what to look for in a support team to keep your business thriving.

What Makes for Quality Technical Support?

When evaluating technical support, consider several key factors that determine whether a support team can effectively handle your needs.

Availability

Ideally, your processor's support should be available 24/7 so you can get help anytime issues arise. Check support hours and response policies. Be wary of providers only offering limited weekday support as problems don't always happen 9-5. Quality support is standing by after business hours and on weekends in case a weekend promotion leads to payment issues.

Multiple Contact Methods

Quality support offers various contact methods like phone, email, live chat, and a help center. This ensures you can reach an agent through your preferred channel. Consider options for immediate phone support for urgent issues as well as online chat for quick questions. Live chat is convenient for visual troubleshooting as screen sharing can help agents see what you see.

First Response Time

Find out the average time to first respond. While immediate responses aren't always possible, under an hour for non-emergency issues shows responsiveness. Delays can negatively impact your business if an issue prevents processing. Response time SLAs should account for priority levels so urgent issues see faster attention.

Troubleshooting Expertise

Support agents should have extensive training on your specific payment processing system as well as troubleshooting skills. Ask about average agent tenure and the type of technical training provided. Well-versed agents can quickly diagnose and solve issues. Training programs should continue developing agent skills over time.

Escalation Process

Inquire about the process for escalating more complex problems. There should be a clear path to get an issue to a senior technician if the first agent can't solve it. Look for escalation targets, like a 30-minute response from a senior agent. Dragging out problems hurts your business and customer satisfaction. Transparency in the escalation workflow provides accountability.

Self-Service Resources

A knowledge base or support portal with tutorials, guides, and FAQs lets you find answers yourself for common questions. This takes the pressure off agents while still providing helpful resources 24/7. Search functionality and topic organization help users find what they need efficiently. Content should cover both technical how-tos as well as educational best practices.

What to Look for in On-Call Support Interactions

When you contact support, certain qualities indicate you'll get your problem resolved effectively.

Friendly, Helpful Attitude

The agent's demeanor sets the tone. They should be polite, patient, and focused on understanding your issue rather than rushing you off the phone. Listen for empathy, ownership of the problem, and a commitment to follow through.

Thorough Troubleshooting

The agent thoroughly walks through the steps to replicate, diagnose, and solve the problem. They ask clarifying questions and don't make assumptions. Look for logical questioning to methodically narrow the issue.

Clear Explanations

Technical explanations should be in plain language you understand. Ask follow-up questions until you fully comprehend the resolution. Friendly agents can translate technical jargon into simple terms.

Follow-Up Assistance

If a fix requires your involvement, the agent provides guidance and offers to be on-call if you run into other issues implementing it. Follow-through shows the agent cares about long-term resolution.

Documentation of Resolution

The agent records details of your issue and its resolution in your account notes. This creates an easy reference point if the problem recurs. Notes allow any agent to pick up context on unresolved issues.

Escalation When Needed

If the agents can't solve it themselves, they have an easy, transparent escalation process to get you a timely solution from a senior technician. Look for accountability at each step.

Evaluating Long-Term Support Quality

While one support call provides insights, assessing support quality long-term gives a fuller picture:

Resolution Rate

Ask about the percentage of issues typically solved on first contact. An 80% or higher resolution rate shows expertise and efficiency. Drill down on types of issues to understand resolution strengths.

Customer Satisfaction Surveys

Processors should survey customers regularly about support satisfaction to identify areas for improvement. Ask to see recent results and how feedback shapes enhancements.

Support Forums/Communities

Browse public forums to gauge the community's support experience quality. Helpful, active agent participation reflects well on support culture. Look for responsiveness, not just the volume of replies.

Uptime Reports

Review system uptime reports to ensure the processor maintains high availability to minimize the need for support in the first place. Ask about redundancy, backup power, and disaster recovery.

Problem Recurrence

Note if issues are truly resolved or tend to reoccur, pointing to deeper troubleshooting needed. Support should aim to fix root causes, not just symptoms.

Ongoing Training

Inquire about continuing education for agents. The payments industry changes rapidly, so support needs up-to-date expertise. Ask about training frequency and topics.

Choosing a Support Leader: Our Recommendations

After assessing dozens of processors, our top recommendation for outstanding technical support is the PayCly Payment Processor. Here are more details on why:

- 24/7 phone, chat, and email support with <15 min response time guarantees for issues blocking sales

- 95% of issues were resolved on first contact through expert troubleshooting and thorough questioning

- Senior technicians available via callback within 30 minutes for escalated cases

- Robust help center organized by topic and with a powerful search

- Quarterly customer satisfaction surveys shape ongoing enhancements

- 99.999% uptime ensured through geographically redundant data centers

- Support agents hold top ranks in online communities for fast, knowledgeable answers

- Continual training keeps pace with emerging technologies and payment trends

- Issue resolution rate of over 90% with a focus on root cause analysis

- Comprehensive support of SLA transparency and reporting for accountability

For lasting business success, you need a support team as dedicated as you are to serving customers. PAYCLY Merchant Services 's world-class technical support ensures your payment processing runs seamlessly so you can focus on what matters - your business and clients. Contact us today to learn more.

In conclusion, taking the time to thoroughly vet a payment processor's technical support capabilities upfront saves future headaches and protects your revenue stream. Look for availability, expertise, transparent policies, and a commitment to continuous improvement. With the right support partner, your business can scale new heights without disruptions from behind-the-scenes payment issues.

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