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In 2022, PayJunction launched a multi-pronged strategic initiative focused on the customer experience. It was centered on 5 key areas: 1) listening and responding to customer feedback; 2) introducing new technology; 3) improving response times; 4) expanding support staff availability; and, 5) integrating the company’s values to become the best support team in the payments industry.
In 2023, we witnessed improvements across all 5 pillars as we focused on deepening customer and partner relationships and making every interaction count. The results, underscored with glowing customer reviews, demonstrate our achievements.
Always Be Ready to Help: PayJunction takes a people-first approach to service. We don’t hide contact information or force customers to use chatbots. We make it easy for customers to get help using their preferred channels: self-service, phone, or email.
In 2023, the average wait time was a mere 20 seconds—down from a minute in 2020! The ZenDesk median for first-reply time—the time between when a customer submits a request and a customer service agent responds to the support ticket—was 26 minutes, faster than ever. We also closed 92.5% of tickets on the first contact. We met our goals by growing our team, extending customer support hours and adding weekend shifts.
Customer feedback, Google Reviews: “I am the controller for 8 car dealerships and 2 body shops. Anytime I call PayJunction for assistance, I receive friendly help with solving my issues/concerns. I have reached out to them by email and phone and always receive the same quality of help. It is nice to do business with a company you don't dread calling!”
Make Every Interaction Count: Deepening relationships is important in building customer lifetime value. PayJunction focuses on satisfaction scores and reviews that measure more than transactional data by delivering deeper insights into customer feedback. Our ZenDesk Satisfaction Score has consistently been in the 90’s, with a score of 93.8% in 2023. We received 121 positive comments in ZenDesk, and our Dialpad satisfaction score was 91%.
Customer feedback, ZenDesk Love Letters: "Giuseppe is worth every star! I had a time-sensitive issue involving a mistake I made regarding one of our customer's payments and Giuseppe was on it! He walked me through the process so that I know how to make the best correction if it ever happens again. He is truly a gem, very personable, knowledgeable, and kind. By the end of the call, I asked him if there was an award I could nominate him for! Unfortunately, there is not, and I have to settle for giving him this review.
Go Above and Beyond: Merchant Services is a competitive industry, and PayJunction strives to be the gold standard. Our Customer Support team embraces accountability and takes ownership of every problem to provide a resolution and ensure the customer is satisfied. We continually educate our team on new products and services to help agents be more proactive. We pride ourselves on the relationships we build with our customers.
Customer feedback, Trustpilot: “PayJunction's service is RITZ CARLTON level service. I am blown away by the skill level, patience and follow-through of PayJunction's employees and most recently Greg Hall. He tirelessly worked with me to identify and fix multiple problems. He was patient and explained things clearly, even though my tech knowledge is limited. He worked with me until everything was working smoothly. I would not recommend ANY other payment merchant company. You guys are the gold standard.
We’re in this Together: In mid-2023, PayJunction launched a transformative technology called No-code Payments Integration, which expanded our customer base by adding new software development partners. This brought an additional level of technical support to the Customer Support team who became experts for all of our partner integrations. We meet with our partners monthly to align expectations, develop solutions to common issues and gain efficiencies.
PayJunction looks forward to building on our success by continuing to deliver outstanding customer service in 2024.
Nomination Title: PayJunction's Customer Service Department
