Payza members can now send secure direct messages to Payza’s Customer Support Team within their account
LONDON, UNITED KINGDOM – 11/17/2016 (PRESS RELEASE JET) — Payza, a global payment platform, has announced today the launch of a new direct messaging customer support feature with In-Account Support. The service will offer members improved customer assistance by being accessible directly within their accounts wherever they require additional guidance. The new support system will also provide an enhanced mobile support experience to complement the latest version of the Payza mobile app (including iOS), which will be rolling out before year end.
The pilot project for the direct messaging feature has been running since the start of October and is offered to Payza Business Account holders as well as all members in the US, UK, Canada, India and Bangladesh. Now members can submit a support inquiry in seconds without interrupting their session.
The feature comes as the first initiative in a series of enhancements to the Payza user experience. The new Payza Reference Center, home to Payza’s account setup guides, user manuals, and API and Advanced Integration guides, is also currently in development. These services, along with Payza video tutorials published to the company’s YouTube Channel represent a major shift in how Payza envisions providing self-serve and Payza-assisted support to its members.
This new highly secure method of communication will facilitate a prompt two-way conversation between Payza and its members. The feature will also be used to inform members of updates to their account by providing announcements and reminders. Payza will send periodic chat messages and pop-up “Notes” with information about new features, promotions, account updates, and other helpful tips. On rare occasions, Payza will use full-screen pop-up messages for important updates and announcements.
“We are excited to unveil these latest support tools to our Payza members. We believe our members deserve a practical way to engage with our support team. This new system is the ideal solution,” explains Firoz Patel, Payza’s global executive vice president. “The direct messaging feature will provide our members with the convenience they are looking for.”
If a member is unable to access their account for any reason, they can still contact Payza from the Customer Support Page.
To learn more, visit: https://blog.payza.com/payza-updates/announcements/customer-service-payza-account/
Payza is a leading online payments technology platform used by licensed entities around the world. Payza’s highly secure platform provides businesses and consumers with convenient and flexible solutions for sending and receiving payments worldwide. The company offers access to payment services in both traditional and emerging markets, as well as a host of tools and services including: fraud screening, dispute resolution, currency exchange, global payouts and disbursement services. With millions of members, Payza offers its services around the world in 21 currencies, and is proud to provide its merchants around the globe with a complete solution for accepting payments and managing their businesses.
Payza is a registered trademark of UK-based MH Pillars Ltd.
Learn how to accurately fill out a customer support request to receive the best support.
To answer customer support inquiries quickly and accurately, we ask you to provide us with as much detail as possible in all the right places. Here are a few tips to keep in mind when submitting a Support Ticket to Customer Support.
Tip #1: Select the correct department
Why? We can match your question or problem with the right Customer Support advisor.
On the first page of the Payza Support Ticket form, you’ll notice a list of departments such as My Account Support, My Money Support, Business Support, Account Security, and Sales / Business Development. These departments may offer additional options to help get your ticket to the appropriate Customer Support advisor. Be sure you choose the right Customer Support department when submitting your ticket to ensure that the right team receives your ticket immediately and to avoid unnecessary response delays.
Tip #2: Enter personal details that match the information in your account
Why? We can locate your account and transaction history faster.
When submitting a Support Ticket, you’ll be asked to provide your first and last name, your email address, and your date of birth. The information you submit here should match the information listed in the Payza account you need help with. You should not submit support tickets on behalf of other Payza members.
Tip #3: Describe your problem in detail
Why? We can make sure the right Customer Support advisor, in the right department, is notified in the shortest amount of time.
Your subject line should describe your issue: it should be descriptive and provide as many details as possible about the help you need. For example, if you need help resetting your password, choose a subject such as, Help reset my password. If you have a problem with a withdrawal, use a subject line such as, Problem with withdrawal. If you think your account may have been hacked, a good subject line would be: I think my account has been hacked. Never write only “Help me!!!” in the subject line.
Tip #4: Include all the necessary information
Why? When we receive detailed information the first time, we avoid wasting time emailing you back and forth to ask for more or for the correct information.
If your Support Ticket is about a transaction, be sure to include the Payza Transaction Reference Number in the message so that we can quickly locate the transaction you need help with. If it is a problem with your verification documents, let us know which specific document you are having problems with. By providing as much information as possible from the start, we’ll be able to spend more time right at the start helping you and less time asking you for more information.
Tip #5: Do not include sensitive information
Why? We don’t need this information to help you with your problem.
While we do ask you to provide as much detail as possible about your issue, there is such a thing as too much information. Do NOT include details like your Bank Account and Credit Card numbers or other sensitive information in your ticket.
Tip #6: Do not submit multiple tickets for the same issue
Why? Each time you submit a ticket for the same problem, it puts you at the back of the line.
Once you have submitted a Support Ticket, please wait for the response from our team and avoid sending multiple tickets or multiple replies for the same ticket. Doing this could further delay the response from our Customer Support Team. For the quickest response, send only one ticket per issue.
A final tip to remember: Be sure to check our FAQ section first for the solution to your problem before submitting a ticket.
Live Chat Customer Support returns following a week of maintenance and is available from Monday to Friday during business hours of 10:30 am to 6:30 pm EST.
Our Customer Support team is making changes to our operations so that we can respond to your customer support requests faster. Here we provide an overview of how we are optimizing our customer support services.
Less Live Chat means faster responses to your Support Tickets
The majority of our Payza members receive solutions to their customer support questions by submitting a support ticket. In order to respond to your support ticket as soon as possible, we will reduce our time on Live Chat so that our customer support team can focus on answering support tickets.
Starting June 20th, Live Chat Support will no longer be available 24 hours a day; instead, Live Chat will be open during business hours, Monday to Friday, from 10:30 am to 6:30 pm EST. This change will enable us to respond to customer Support Tickets within two to five business days.
How to get the fastest customer support: check our FAQs first
Payza’s website provides a wealth of information on our services. Sometimes the best way to obtain an answer to your customer support question is to refer to our Frequently Asked Questions (FAQs) page.
Here you will find guidance for common questions, such as:
- How to sign up for a Payza account
- What to do if you forget your password
- How to add to add funds to account using your credit card
- What to do if there is something wrong with purchase you made online
- How to verify your account
- How to withdraw funds from your account
If you cannot find the answer you are looking for on our FAQs page, we will be happy to help you through our Ticket Support service.
Great tickets enable us to help you faster
Please be sure to submit a detailed ticket so that we can provide a solution to your needs as soon as possible.
Here are a few tips to submitting the best Ticket Support request:
Optimizing our customer support services is a top priority at Payza and we will continue to strengthen our Customer Support. We look forward to informing you of our progress.
If you contacted our Customer Support team, you likely received a survey asking you to evaluate your experience. Please send us your feedback because we love to hear from you and we will use your comments to guide us in ameliorating our services.
Payza is committed to offering the best customer support in our industry, and we do so by making sure our members can always reach us easily, and by making sure that our support team is knowledgeable, friendly, and dedicated to making sure our members get the answers they’re looking for.
Last year, Payza introduced two new support options to make it easier for our members to get in touch with an advisor when they needed a bit of extra help. The first option we introduced was Live Chat, a way to communicate in real-time with a support advisor. One of the biggest advantages of Live Chat support over traditional phone support is that members can receive support in more languages, where phone support was only available in English and French.
Payza also introduced the Payza Community interactive online support forum in September, 2013. Payza Community is a great place to get answers to general questions about Payza, it’s also the best place to share your Payza tips and tricks with other members.
Thanks to the success of our two newest support channels and the dramatic decline of members seeking phone support, we have decided to remove the phone support option in order to dedicate more resources towards the support channels our members are using most.
The always popular email support option is also still available. You can submit a support ticket by filling out the form on Payza’s support page and our team will reply to you promptly by email, usually in less than 24 hours!
Additionally, if you have a business account and have questions related to integration issues, you can visit Payza’s Developer Center for additional support and resources.
Here at Payza, we love to hear from you! That’s why we added Live Chat as a convenient contact option, and expanded our support hours to be available to you 24 hours a day, 5 days a week. That’s why we set up Payza Community, where our Support Advisors and other expert Payza users are on hand to answer your general questions about how to use Payza and how to get the most out of your Payza account. And that’s why we have a bunch of social media channels to connect with you on, like Facebook, Twitter, and Google Plus.
Tell Us What You Think!
We are continuing to focus on the most important part of our business – you! When you have a moment, we would love it if you could complete a short, 4-question survey about your experience with Payza Customer Support. We’ll be reviewing your comments and using it to improve our services.
Fill out the Payza Customer Support survey: https://www.research.net/s/Payza-Customer-Experience
From the Payza FAQs to our forum to Facebook, you have plenty of ways to connect with us, no matter what time or day it is – we’re here to help. Placing a strong emphasis on customer support allows us to be in constant contact with our members and let us find out exactly what you want and expect from Payza. This way we can tailor our services to meet your needs.
Thank you for your time and feedback!
Payza is happy to announce that the next phase of our customer-focused redesign is now complete. We’ve just enhanced our Customer Support services and updated our Customer Support Page to make it easier for our members to get the help they need when they need it.
As a leading global online payment platform, Payza depends a lot on our talented and dedicated Customer Support Team. Support advisors are available around the clock, by phone and Live Chat, 24 hours a day from Monday to Friday (EST) making sure our members can get the support they deserve.
Placing a strong emphasis on customer support allows us to be in constant contact with our members and let us find out exactly what you want and expect from Payza. This way we can tailor our services to meet your needs.
If You Have Questions, We Have Answers!
With the recent Customer Support improvements it’s even easier to reach our team, whether by Support Ticket, by Phone, or by Live Chat.
Are you more of the self-serve type? Maybe you’d like to browse our helpful FAQ section to find the answer you need; we’ve made that options simpler as well. Whatever method you choose to get support, you’re just a click away from finding the answer
When you need help, start by searching Payza’s FAQs to see if there is already an answer to your question. The FAQs are stocked with all sorts of useful information, the search feature makes it easy to find exactly what you’re looking for.
If the answer you’re looking for can’t be found in our FAQs, your next stop is the new Payza Community. The Payza Community is packed with nifty hints and tips to help you get the most out of your Payza account, you can post your own question or browse existing threads to get the help you need. The forum is also a great place to share your own tips and tricks with other members. Our moderators will be there to lend a hand, but we encourage Payza members to share their knowledge as well.
If you have an issue that is specific to your account and need to talk to Customer Support directly, our new Customer Support Page gives you several options. You can get a hold of our team by submitting a ticket, using our Live Chat option or by picking up the phone and giving us a call.
We’ve also added monthly statistics on our new Customer Support Page to let you know how long you can expect to wait for a response. That’s right, now you’ll be able to see the average response time for Support Tickets, the average hold time for our Call Center and the average wait time for Live Chat! There is also a new live message box that will give you updates and announcements specific to your country.
At Payza we’re always trying to improve the experience for our members but we still need your help. If you have any comments or suggestions be sure to let us know, leave a comment below, send us a tweet on Twitter, or leave us a message on Facebook. We want to hear from you!
As of Monday, October 15, Payza’s Customer Support call center will be open until midnight, Monday to Friday!
If you have any questions about or issues with your Payza account, call us anytime Monday to Friday, between 8 a.m. and 12 a.m. (midnight) EST and one of our Customer Support Advisors will be glad to help you. Don’t forget, answers to most of your general questions about your Payza account can be found in our FAQ section.
Thanks for choosing Payza!
How many of you know about Payza’s FAQs? Wait. Let’s back that up. How many of you know what an FAQ is and what it’s for? It’s not just lingo, it’s a database of frequently asked questions. In other words, it’s a litany of useful information about our products and services.
Did you know that frequenting our FAQs can keep you in the loop about changes to our services and features, and save you loads of time when contacting Customer Support? Spending some time perusing the articles in our FAQ section may actually prevent you from having to contact Customer Support with any questions you might have about our products and services in the first place.
For example, if you forget your primary password, you can find an FAQ that tells step-by-step how to recover your password – without having to submit a ticket or call a Customer Support agent. If you want to know how long a bank transfer or bank wire takes to complete, if you want to know how to check your account balance, how our referral program works or how to cancel a subscription – the answers are all there in our FAQs.
We have several categories to look through, and we’ll break them down for you here:
These articles explain what Payza is and what we do, as well as how to submit a ticket to Customer Support if you have a pressing issue.
This section has articles on signing up, account verification and account maintenance (passwords, PINs, email address preferences, account downgrades/upgrades and more).
If you want to know how to use our numerous features, like the Send Funds or Add Funds features, for example, this is the section to explore!
This section is dedicated to all questions pertaining to banking, credit card usage, subscriptions, managing multiple currencies, payment preferences and anything directly related to your money!
If you use Payza to help run your business online, this section contains all of the pertinent information about business profiles (to accept payments through multiple websites/email addresses), advanced integration (IPNs, APIs, etc.), the Payza Sandbox (for testing transactions and the functionality of our payment platform with your website), adding payment buttons, website reviews and business account verification.
This section is all about our Resolution Center and how to get your transaction dispute resolved. There are also key articles on the dreaded chargeback (a must-read for anyone who uses credit cards with Payza).
If you’re concerned about your online safety and how to improve it, check out this section – it will answer many of your concerns about suspicious emails, secure passwords and more.
This section has everything you need to know about our mobile-optimized site for all of you smartphone users out there.
For those of you who have a Payza-issued Prepaid Card or who want to know how to apply for one, read the articles in this section for more information.
This section has loads of information on submitting various documents for account and business verification purposes.