The First Reply from the support team has to be sent as soon as possible, even though we don’t have a resolution or fully understand the issue. For merchants, it’s essential to feel and know that their requests or issues are important to us.
If the issue or request is clear and understandable and there is no more information that we require from the merchant, the first reply should be:
- Let the merchant know we received his request.
- Let them know we are going to start working on the issue or request as soon as possible.
If the issue or request is not clear or understandable, we need to ask for more information from the merchant and let them know that we have received the request and are ready to support them.
Remember that merchants trust us with their business, AR processes, and money, so the urgency of these tickets is IMPORTANT. Our merchants expect Paystand to be on top of every issue because it’s important for their business, and above all, we need to provide the best experience using Paystand.