There are different methods of customer support for online merchant accounts provided by the merchant account providers.
Merchant account transactions must be secure and dependable to boost the customers’ confidence in the seller. For this reason, the merchant bank typically sets up a number of support mechanisms to ensure the smooth flow of the transactions and to enable the business owner to make contact and resolve any problems that arise immediately.
Two-plus years ago, we disabled the live chat feature on our website.
Why? We prefer the telephone. There is no substitute for direct P2P contact. We think live customer support for online merchant accounts is a lost privilege. Speaking one-on-one with our merchants, prospective merchants and partners is where we do business.
Most merchant banks offer a help desk service with a ticketing system. This service is of benefit to the seller and the customer. The business owner is able to make contact for basic support information like transaction history and limited technical support. The help desk will have access to the merchant’s profile with the bank and be able to answer most questions swiftly and clearly.
The help desk assists the customer with transaction information should there be some payment problem or billing conflict. Often, when a customer has a billing issue regarding online merchant accounts, the credit card company will refer them to the merchant bank as a contact to straighten out the problem or to get additional information.
During the work week, Instabill merchant account managers are available from 8 a.m. until 6 p.m. US eastern time (Portsmouth, NH). By phoning us direct at 1-800-530-2444, merchants can connect with their dedicated merchant account manager with any concerns or questions about online merchant accounts.
Support for Online Merchant Accounts
Sometimes when I have an issue with my cable company, internet provider or even my toll transponder, I’ll opt for the live chat support rather than waiting on the telephone. In the vast majority of my experiences with certain companies and businesses such as the aforementioned, it is quicker to communicate with a representative by live chat than it is by waiting on the telephone.
Live chat works for some businesses and offers benefits:
- Some merchants are more apt to respond faster than live chat than telephone.
- Customers are able to utilize live chat while at work or at home while accomplishing other tasks simultaneously.
- Many live chat schemes come with quick reviews, enabling customers to rate the representative immediately after the conversation. Reviews are very influential to companies who are always seeking to offer the best customer support.
Some merchant accounts come with online support to help the merchant resolve problems with payment matters. The online merchant account support can be in the form of technical assistance using live chats, which are very effective, or email communications with tech representatives.
Similar to telephone support, live chat is usually used for urgent matters such as the cessation of transactions from the account or the inability to access the transaction area. Email support handles non-urgent informational issues that the help desk does not handle and website problems.
One of the broader support areas that are given with online merchant accounts is website support. It may come with an extra fee, but website support is very helpful to the business owner. This allows for account testing, hosting and implementation of the software. Rather than merchant account managers, it’s the technicians that handle a greater deal of the website activity and do more to ensure the security and smoothness of the credit card transactions.
With any new merchant account, the business owner will want to become familiar with the way it works, the potential problems and the means to troubleshooting and solutions. Merchant training is available in the form of informational booklets and software programs that give an overview of the account set up, background information and means for accessing further information. It will also give information on how to maintain the merchant account online, how to access reporting, troubleshooting and who to contact for what sort of problems.
For more information on getting an international merchant account, click here.