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April 9, 2024
Infographics
The Tech Support team’s most critical role is being available to help when you need them. In 2023, they answered a record-breaking 127,093 calls—an average of 348 calls per day. Despite that volume, the average hold time was only 84 seconds, while the average call length was 12 minutes and 30 seconds, allowing merchants to quickly reach an expert, troubleshoot, and get back out on the floor, ready to resume business in under 15 minutes.
The Support team’s efficient phone service is due to the expertise of each member. Our Tech Support members average 3.1 years at Electronic Payments, with 128 years of collective experience. In 2023, we grew our team 11% year over year to meet your needs and continue providing top-notch support around the clock, 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 2023 alone, our tech and product experts conducted 793 scheduled meetings to upgrade POS software and hardware to introduce merchants to new Exatouch® features. The team held additional demos and training sessions, totaling 2,348 for Exatouch, 441 for Clover®, 243 for ProCharge®, and 614 for miscellaneous sales and support activities, bringing our total number of touchpoints up to an incredible 4,500.
Imagine you have a line of customers waiting to check out and something goes wrong with your payment processing. 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.
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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.
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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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