Merchants offer a variety of ways to pay for their products and services these days, including everything from old favorites like credit cards and checks to newer modes, such as NFC (Near Field Communications)-ready phones and smart watches.
That affords retail customers greater convenience, of course, but it also means more chances for technical issues to arise. This can potentially cause lots of extra headaches for the seller.
However, if retailers work with U.S. payment software firms like PayJunction, they greatly minimize the chance of encountering those stumbling blocks. PayJunction is based in Santa Barbara, California, United States. Working in an industry that doesn’t always enjoy a great reputation for customer service, the company has gone all in on its efforts to satisfy users.
By just about any measure, it’s succeeding in that goal. Their customer service team upped its satisfaction score to 95.3% last year, from 94.2% in 2016. It did so after handling 13,500 more support tickets and 2,475 more calls than in 2016. What’s more, the service team, which operates out of the firm’s California headquarters, was also able to maintain an average wait time of just one minute.
“We've definitely developed a culture of respect,” says Christina Lavingia of PayJunction. “We work hard to value long-term relationships over short-term profits.”
This approach has led to a number of significant achievements, such as going three consecutive years without a single complaint file submitted to the Better Business Bureau and achieving the highest rating for a payment processor on Capterra.
A customer-first approach has also proven to have a positive impact on workplace morale. In 2017, PayJunction was selected as a Best Place to Work on Glassdoor.com.
“We treat our employees and customers like family and have prioritized doing the right thing in every facet of the business,” says Lavingia.
The company’s impressive call center team is one of the reasons PayJunction had a big night at the 16th Annual American Business Awards this summer. The firm captured the Gold Stevie® for Customer Service Department of the Year among financial services firms, as well as a Bronze Stevie for New Product or Service of the Year.
The team adds these accolades to its trophy shelf, which already included a Bronze Stevie for its customer service team from the 2017 awards ceremony.
Leveraging Its Awards
Founded in 2000, PayJunction succeeds, in part, by adeptly navigating the fast-changing world of payment processing. When it started, services like Apple Pay and Google Pay weren’t even around. Now, accepting those methods is increasingly viewed as imperative.
It has also been at the leading edge of efforts to combat fraud, which has long been one of the industry’s biggest challenges. Changes in signature requirements and the introduction of chip-and-PIN cards are having a major positive impact on retailers and businesses that process those cards.
“Equipping them with the technology they need for the future is truly exciting,” says Lavingia.
Today, the company processes $4 billion in sales each year, and thousands of businesses across the United States use its payment terminals and software. To meet this demand, the organization now employs more than 60 employees.
Perhaps, though, it’s the company’s laser focus on customer service that makes it stand out the most. For Lavingia, bringing home two Stevie Awards, including one for its customer care team, is a huge notch in its belt.
She notes the company was already bringing up its prior bronze prize during sales calls and in emails in order to help woo new customers, and she’s confident earning a gold this year will give them even greater prestige.
“We're able to leverage these awards to close deals with new merchants and to accurately showcase in a meaningful way how our software and support will positively impact their businesses,” Lavingia says.