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March 18, 2025
Behind EPI
The Electronic Payments Technical Support team consistently goes above and beyond on our mission to provide excellent customer service. Check out the infographic to see how we did in 2024, by the numbers.
The Tech Support team’s most critical role is being available to help when you need them. In 2024, they answered a record-breaking 136,464 calls—an average of 374 calls per day. Despite that volume, the average hold time was only 75 seconds, while the average call length was 12 minutes and 48 seconds, allowing merchants to quickly reach an expert, troubleshoot, and get back out on the floor, ready to resume business in under 15 minutes.
The Support team’s efficient phone service is due to the expertise of each member. Our Tech Support members average 3.7 years at Electronic Payments, with 150 years of collective experience. In 2024, we grew our team 17% year over year to meet your needs and continue providing top-notch support around the clock, seven days a week.
Our customer satisfaction survey (CSAT) score hit 91 in 2024—significantly exceeding industry benchmarks and reflecting the exceptional work our support team experts do for our partners. It’s not just troubleshooting; we’re your strategic partners in business success!
When possible, it’s better to prepare ahead of time and avoid problems than respond to them as they arise. That’s why our team schedules regular meetings, demos, and training sessions to keep you up to date on software changes and product updates. In 2024, our tech and product experts conducted 2,276 Exatouch® events, including demos, trainings, consults, software and hardware upgrades, and more. The team also led 467 Clover® events, 276 ProCharge® events, and 735 miscellaneous sales and support activities, bringing our total number of touchpoints up to an incredible 3,754.
Imagine you have a line of customers waiting to check out and something goes wrong with your payment processing. If you can’t call an expert and get the issue resolved quickly, that’s business lost and brand loyalty damaged. That’s why our team is available 24/7 and ready to hop on the phone at a moment’s notice to resolve your problem effectively and efficiently.
Want to know how you can get the most out of your Technical Support team? Read the guide
The Clover name and logo are owned by Clover Network, Inc. a wholly owned subsidiary of First Data corporation, and are registered or used in the U.S. and many foreign countries.
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Have you ever felt that your concerns were not heard? Or your needs were not met? Or you were let down? Or, have you been overly impressed? Pleased with a tech support call resolution? Or had an awesome experience with one of our sales representative, ISO Offices, or Relationship Managers?
It can sometimes be difficult to get an answer or a sensitive ear for an issue you may be having. Or, you may just need help reaching the right department. Who handles paper shipments? Who programs my equipment? What if I don't like my sales rep? How do I reach your CEO? Sometimes, it just helps having a direct email address which goes to a person that can "get the job done."
The Ombudsman is a position at Electronic Payments that is your conduit to the proper channels and persons that can field your request, answer your need, and receive your compliment. Fill out the form below and we'll try our very best to assist you as quickly as we can.
Comments, compliments, criticisms and problems... Please don't hesitate to let us know!
We're human, promise! And your issue is important to us. While this is an auto-response, a real human has received this email and will direct it to the right department so you can get the attention necessary to help with your request. We'll be in touch soon. In the meantime, here are several avenues of help we offer:
Technical Support Help Desk (24/7):(800) 966-5520 Option 3
Merchant Support Center:www.merchantsupportcenter.com
Customer Service (M-F, 9am - 6pm EST):(800) 966-5520 Option 4
POS Help Center:help.exatouch.com
Talk to you soon,The Electronic Payments Team
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Electronic Payments is a registered Independent Sales Organization of Wells Fargo Bank, N.A., Concord, CA and Commercial Bank of California, Los Angeles, CA.Electronic Payments is a Registered MasterCard© TPP American Express may require separate approval.
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