The Right way to Provide Excellent Customer Support a high level Payment Gateway Provider

At any payment gateway provider, customer support should always be at the top.  For, if prompt answer is not given, even the best product and services can fail.  So, when you call your payment gateway for technical support, someone should be available to answer your call.  What companies often ignore is to improve their customer support, while expanding their customer base and product offerings. Customers’ needs should be the priority of every department in the company, regardless of whether they are support people, account managers or documentation executives.  It is also imperative that quick and easy solutions are instantly available to the users.

How to create your support knowledge-base?

If you want to create your support knowledge-base, you should utilize your front-line support representatives, because these are the people, who know the most about day-to-day issues faced by the customers.  Documents should be prepared according to the urgency and severity of the issues.  So, the knowledge-base is not limited to just the technical aspects of integrating your website with a payment gateway.  In the knowledge-base articles, you will find roughly all the information you might be looking for related to payment processing.  Through the knowledge base, you will also learn how to use payment gateway dashboard to execute what you want.

Make things simpler

The knowledge base shouldn’t be just a onetime effort from your documentation team. It’s an ongoing process, as the best support can’t be provided without the feedback of the users.  Continuous improvement is the key.  In any online business, it is important to get paid in time.  Therefore, the payment process must be extremely simple and hassle free for you.  Your payment gateway solution provider should be very serious about making things simpler for you.

Prompt phone support

Make sure that your payment gateway for tech support is just a call away.  There is no rocket science about providing a great customer support.  The fundamentals are simple.  Besides prompt phone support, you should also have access to its knowledge-base covering articles on common issues.  These articles will suggest some extra set of tools, so that you can troubleshoot most of the issues yourself.

Great customer service is the combination of a good knowledge-base, a prompt phone support and willingness of the company to offer help to its customers.  Honesty and transparency should accompany prompt delivery.  Whenever the need arises, the customer should be able to talk to the customer support and get quick resolution of his issues.