Where complaints lead to better service
Who doesn’t like complaining? It might have the grating
sound of finger nails scraping against blackboard to some, but to others it can
hint at what’s fundamentally wrong with a product or service.
We at Payza hear the latter variety. As a company that is
constantly changing, we are always listening for the most vehement complaints.
Not because we like abuse, but because we have a desire to adapt to the needs
of our customers.
We want to leverage that occasional dissatisfaction to
improve our services and be a better payment platform. We don’t always do
everything right. But sometimes that pays off when we are forced to learn from
our mistakes.
Here are three complaints that have lead to solutions:
1.
“Your
customer support hours are not long enough! Why can’t you guys offer more
support?” We extended customer support hours from 9:00 a.m. – 5:00 p.m. to
8:00 a.m. – 7:00 p.m. (EST), hired more staff, and opened another CustomerSupport office.
2.
“Disputes
take too long to solve! Why can’t you guys be more efficient?” We created a
Resolution Center to better facilitate communication and favorable agreements
between merchants and their customers.
3.
“We want
more currencies for credit card spending. Not all sites offer products in USD
prices!” We started offering more currencies aside from USD to customers
for credit card spending, such as GBP, EUR, CAD, CHF, DKK, NOK, and SEK.
There are plenty more where these came from. When we’re on
the job, our ears are always open. So keep the complaints coming. We’ll make
use of them… the feasible ones, at least.
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