Why Outsource Integrated Payments Support an Important Feature?
As a SaaS business owner, you are always looking for ways to improve your software and boost your bottom line. One core area of focus is customer support, which adds immense value to every business when done correctly. When adding payment features for software users, the importance of including customer support for payment processing is no different.
There is a constant debate regarding the cost benefits and challenges of outsourcing customer support when looking into adding integrated payment features for your software users. On one hand, your users pay a premium for your software and they deserve the best in-house support possible. However, in many cases, SaaS companies don’t have the time and resources to allocate toward providing additional support for new features, and they could be suffering.
When choosing an integrated payments provider, Saas companies need not only the ability to enable a robust set of payment features but have the option for users to have payment support. This adds greater software value to the user, as payments can be very complex for businesses unfamiliar with how payment processing works.
According to a Salesforce research survey, 84% of customers would rather be treated like a person than a number, and 59% want customer service representatives to engage with them based on their past interactions.
Clearly, you can increase customer loyalty and retain valuable business users with added support.
Your integrated payments provider could offer features like around-the-clock integrated payment support, which would ensure that businesses receive support whenever they need it. With the SaaS industry becoming increasingly global, software users are working at different times and need support on their own schedules.
An Outsource Integrated Payments Support team could also assist business users with their unique payment issues or questions about security and compliance. For example, who would they reach out to for help if their customer’s payment keeps timing out? A customer could become frustrated with the business and in turn, the business may not want to utilize the software anymore.
The right Outsource Integrated Payments Support team could resolve these issues quickly and help you keep your software users, and their customers, happy at all times.
Here are some factors to examine when making a decision to Outsource Integrated Payments Support.
The Pros of Outsourcing Payments Support
An obvious pro of Outsource Integrated Payments Support is cost savings. Hiring in-house customer support reps and training them can be quite costly. SaaS companies would need to learn everything there is to know about payments processing, which could at the very least take several months, or maybe even years. Plus, it takes a lot of time to build the right team, hire individuals with the right experience, and get them trained to deliver the best payment support experience possible.
Payments are the backbone of businesses. You not only have to satisfy customer expectations, but you also have to ensure that your payment processing goes as smoothly as possible. By tapping into a team of payment and industry experts, you’re able to provide valuable support in a shorter period of time. That means less time troubleshooting with business users and more time on retention and growth.
The ability to have 24/7 support for payments is a huge advantage as well. Customers don’t expect anything less than instant support these days and your team may not have the time and resources to offer that level of service as quickly as they need it. It’s much easier when a payments provider can be there for your customers whenever they need help.
Having an Outsource Integrated Payments Support will also give you the ability to focus on other business priorities. If you are constantly fielding customer support requests, you run the risk of not having the time or energy to focus on your everyday operations.
The Cons of Outsourcing Payments Support
You and your team are intimately familiar with your software, while an integrated payments provider is not. They need to be willing to learn your company’s language and all of your software’s features prior to signing on. This is something, not every integrated payments provider may do.
With an integrated payments provider in charge, there is also a risk when you do not have full or even partial control of the user experience. There could also be challenges integrating third-party payment support within your existing software infrastructure. That means less consistency in how support is handled.
Additionally, integrated payment providers are handling other companies’ customer support needs. They may not be available to answer questions all of the time, and you will have to exercise some patience as they learn the rhythm of your company and figure out exactly what you, and your users, need from them.
Questions to Ask About Support for Integrated Payments
Before outsourcing your customer support, ask the provider of your integrated payment these questions to determine if you’re making the right decision:
- What methods of payment support do you offer? Phone, email, chat, etc.?
- Have you worked with other SaaS companies? If so, which ones?
- What are your customer ratings?
- How big is your team?
- How quickly can you begin providing support to our software users?
- Will you provide 24/7 support to customers?
- Do you provide 24/7 support to my company in case we have any issues?
- How much do your payment support services cost?
- Do you require us to sign a contract? If so, how long is the contract?
Seek out a payments processor provider that has worked with other SaaS companies and is willing to take the extra time and energy to learn all about your software company. They should be willing to dedicate themselves 100% to providing the best customer support and smooth payment gateway because if they do, it will reflect well on your business.
How Stax Approaches Customer Services for SaaS Companies
Stax, an integrated payments partner, offers top-of-the-line customer support to SaaS companies. With an NPS score of 80+ points higher than the industry average, the in-house business success team at Stax is available 24/7. They will ensure both you and your software users have the best experience possible.
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FAQs about Integrated Payments Support
Q: What are the benefits of outsourcing integrated payments support for SaaS companies?
One of the key benefits of outsourcing payment support is cost savings. Training and maintaining an in-house customer support team can be expensive and time-consuming. With outsourced support, SaaS companies can focus more on improving their software and operations.
Q: What are the potential drawbacks of outsourcing payment support for SaaS companies?
Outsourcing payment support might mean less control over user experience. There could also be inconsistencies in support handling because of third-party involvement. Moreover, if a payment provider handles multiple companies, they might not always be able to respond to queries promptly.
Q: How can outsourcing payment support add value to SaaS companies?
Outsourcing enables 24/7 professional customer support, even as businesses grow and expand globally. With a competent team handling complex payment issues, SaaS companies can preserve customer loyalty and retain valuable business users.
Q: What questions should I ask before deciding to outsource integrated payment support for my SaaS company?
Inquire about the methods of payment support they offer, their experience, customer ratings, team size, availability for 24/7 support, costs, and any required contracts. Also, ask about their familiarity with your specific software and features.
Q: Why is customer support crucial in integrated payment processing for SaaS companies?
Providing customer support for payment processing can help increase customer loyalty and retain valuable business users. The support team can address unique payment issues or concerns about security and compliance, thereby ensuring a smooth and positive user experience.
Q: What factors should be considered when outsourcing integrated payments support for SaaS companies?
SaaS companies should take into account the cost, expertise, and reliability of the third-party support team, the need for 24/7 availability, and the ability of the provider to understand and adapt to the specific software language and features. It is also important to consider the potential impact on user experience and satisfaction.
Q: What are some examples of providers that offer integrated payment support?
Stax is an example of a payments processor provider offering personalized customer support to SaaS companies. They have a dedicated in-house business success team committed to ensuring a good experience for both the company and its software users.
Q: Why might SaaS companies opt not to outsource their integrated payment support?
If a company has particularly specialized or unique software, they may feel that only an in-house team can provide the level of familiarity and expertise necessary for high-quality support. Furthermore, companies may prefer to maintain control over all customer interactions, and in-house support affords this opportunity.
Q: How does outsourcing payments support impact customer retention and growth in SaaS companies?
By ensuring that customer queries and problems are promptly addressed even outside of normal business hours, outsourcing payment support can contribute to customer satisfaction and retention. Additionally, with less time spent on troubleshooting, more time and resources can be devoted to company growth and development.
