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Merchant Warehouse Provides 24/7 Self-Service with Addition of IVR

By Anuradha Shukla, TMCnet Contributor

Merchant Warehouse has expanded merchant experience offerings for its valued customers and is providing US-based, 24/7/365 customer service and technical assistance as part of this announcement.

Merchant Warehouse, an innovator in payment solutions and merchant account services, has also added both chat and direct email contact through its website.

"Customer service has always been a key focus area for our company," said Henry Helgeson, co-founder and Co-CEO, Merchant Warehouse. "We understand that we need to augment and expand our services to meet the varying needs of our customer base and provide the highest level of support possible in the industry."

A self-service interactive voice response (IVR) system is also offered that allows merchants to re-order supplies seamlessly and efficiently at any time.

The quality of services provided to customers is maintained by an effective monitoring program that includes providing compensation to Merchant Warehouse’s service professionals through a goal-based monthly scorecard based on quality, efficiency and first call resolution.

Merchant Warehouse also surveys merchant after each engagement so that it can evaluate the quality of the service delivered. All this is accomplished through an award-winning merchant experience team comprising of both customer service and technical support.

"In today's business environment, it's critical that successful organizations provide their customers with options for communication and issue resolution," said David McSweeney, vice president, merchant experience, Merchant Warehouse. "We continue to make investments in training, personnel and technologies that allow us to be flexible and responsive."

Merchant Warehouse was in news last month for announcing that its Genius (News - Alert) platform, available through an application-programming interface (API), is easily integrated into any POS system, regardless of device or operating system.

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO West 2012, taking place Oct. 2-5, in Austin, TX. ITEXPO (News - Alert) offers an educational program to help corporate decision makers select the right IP-based voice, video, fax and unified communications solutions to improve their operations. It's also where service providers learn how to profitably roll out the services their subscribers are clamoring for – and where resellers can learn about new growth opportunities. For more information on registering for ITEXPO click here.