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March 27, 2023
Infographics
At Electronic Payments, we pride ourselves on providing excellent customer service, and our Technical Support team consistently goes above and beyond to deliver on that value. Check out the infographic to see how we did in 2022, by the numbers.
The most critical role of the Tech Support team is to be on call and available to help when you need it. In 2022, they answered a record-breaking 103,989 calls, or an average of 284 calls per day. Despite that volume, the average hold time was only 70 seconds, allowing merchants to quickly get on the phone with an expert and start troubleshooting. The average call length was 11 minutes and 55 seconds. This means we efficiently deduced and solved the technical issue to get our merchants back out on the floor and ready to resume business in under 15 minutes.
That efficiency is due to the expertise of our team. Our Tech Support members average 2.78 years at Electronic Payments, with 111 years of collective experience. In 2022, we grew our team 12% year over year to meet your needs and continue providing top-notch support around the clock and seven days a week.
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 2022 alone, our tech and product experts conducted 1,283 scheduled meetings to upgrade POS software and hardware to introduce merchants to new Exatouch® features. The team held additional demos and training sessions, totaling 3,555 for Exatouch, 551 for Clover®, 136 for ProCharge®, and 803 for miscellaneous sales and support activities, bringing our total number of touchpoints up to an incredible 6,328.
You have a line of customers waiting to check out and something goes wrong with your card processor. 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.
Interested in learning more about the support we provide our merchant partners?
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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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