Merchant Support. A Unique Challenge.

The merchant support team aims to enrich your merchant’s business as they believe that the success of your merchant is directly connected with your success. Merchant support is placed in the center of the organization and acts as a pivot to ensure proper communication between internal departments and to ensure proper assistance to our merchants.

You need several payment gateway options to run a successful business and to put your merchant in the middle of your projects after building a strong relationship is considered essential. It helps you understand the requirements related to business. The support team plays a significant role in representing your company as a friendliest payment gateway.

This team will be handling a lot of tasks, including regular monitoring during the downtime. Merchant support helps you offer solutions to all of the challenges by utilizing their years of experience. They will also be helping you with the ways of maximizing your revenue potential. They also ensure proper communication with our banks and technical staff members.

Tasks carried out by the Merchant support team

• Set up merchant accounts on system/ Configurations.
• Perform test upon merchant creation and ongoing maintenance on merchant accounts.
• Ensure monitoring and communication during downtime.
• Ensure preparation of incident reports after downtimes.
• Troubleshoot issues and follow through with internal and external teams to ensure resolution.
• Respond to merchant transaction/ business related queries and follow-ups (working hours + after an hour), ensuring 24/7 support.
• Provide merchants with a response within a reasonable period honestly, personally, and proactively.

The accuracy of all the data on our gateway is significant as there are several tasks linked with the data accuracy, including statements generation, settlement reconciliation, transaction reconciliation, and settlement reconciliation. Processing the merchant payouts is also carried out by the support team. The team ensures that all of these tasks are completed correctly.

The support team’s role is considerable as it works like a connector that connects all the external and internal partners in a very professional and friendly manner. They utilize their years of experience to accomplish their goals. The team also focuses on representing the company as a friendliest payment gateway.

Customer service and problem identification

The customer service of a company helps them to resolve all the fundamental issues problems by staying in touch with their customers. There are several backend tools that can help you improve customer service. The merchant support team works closely with the development team by providing recommendations for the backend tools.

The merchants can have some issues which can lead to severe problems. The identification of these issues will help you develop better relationships with the merchants. The team members of merchant support can contribute to process improvement in merchant support. They can recognise the issues of merchants, which can also lead them to find the sources of these issues. Team members can also recognise the trends and share reports with the merchant support team.