The digital payments landscape is competitive. And while the industry standard is to boast about technological advances that set a company apart, customer support can be just as important when it comes to creating a positive client experience that enables customer success.
Here at Ingo Payments, customer support is a central pillar of what we do. Our client service and strategic partnerships teams consistently work to deliver exceptional service that our clients rely on and appreciate, from implementation to account management and beyond. Here’s a closer look at a few reasons why.
Quick Response Time
One of the key strengths of Ingo’s customer support team is their quick-draw average response time. The team reports a response time for all support requests within an average of 32 minutes and 7 seconds, significantly outperforming our published Service Level Agreement (SLA) of a 2-hour response time.
This swift response time is not just a statistic; it translates into real customer satisfaction. An impressive 62.96% of the time, client inquiries are resolved with the first response, underscoring the effectiveness of our support team’s initial engagement. Furthermore, the team maintains a first response SLA metric of 93.16%, showcasing their consistency in delivering timely support.
Comprehensive Issue Resolution
The range of issues handled by the Ingo support team is extensive, from straightforward proof of payment requests to complex payment recovery cases that can take up to 60 days.
Despite the varied and sometimes intricate nature of these tasks, the team boasts an average resolution time of just over 24 hours. This efficiency in resolving issues, regardless of their complexity, speaks volumes about the team’s expertise and dedication to customer satisfaction.
High-Level Collaboration and Integration
Ingo’s support structure is uniquely integrated with our implementation team, ensuring seamless communication and knowledge transfer. In other words, the people who handle implementation also oversee support, so that our team is already familiar with a client’s specific use cases and needs when a support ticket comes in.
This holistic approach guarantees that customers receive consistent and informed support from the integration phase through ongoing assistance. This model allows for a smooth transition and continued high-level support, reinforcing the strong relationships we build with our clients, and allowing for fluid communication between integration, support and account management.
Differentiated Post-Implementation Support
Ingo’s commitment to ongoing support is a significant differentiator in the market. Rather than limiting their engagement post-implementation, Ingo maintains a dedicated account management team that remains actively involved with clients, fostering long-term loyalty.
To ensure continued engagement, the team sets monthly support calls and quarterly business reviews with clients to review operational issues, discuss business performance, and find new opportunities to improve our clients’ experiences.
In Conclusion
At Ingo Payments, our customer support team is not just about resolving issues; it’s about creating a seamless and positive experience for our clients. Through quick response times, operational efficiency, comprehensive issue resolution, high-level collaboration, quarterly business reviews, and a personalized approach, the team exemplifies what exceptional customer support should be. In an industry where customer satisfaction can make or break a business relationship, Ingo’s support team consistently proves that they are a cut above the rest, making us a trusted partner for our clients.
