Self-Serve & Automated Merchant Support
We offer solutions that typically don’t require any merchant set-up or training. With our app, our clients (and their clients) immediately reap the benefits. For most payment apps, and other apps that run on smart payment devices, it is essential to provide a range of support options. This includes easy-to-access support through these devices that are often at the merchants’ fingertips.
Self-Serve & Automated Merchant Support
We offer solutions that typically don’t require any merchant set-up or training. With our app, our clients (and their clients) immediately reap the benefits. For most payment apps, and other apps that run on smart payment devices, it is essential to provide a range of support options. This includes easy-to-access support through these devices that are often at the merchants’ fingertips.
Getting the Support Merchants and Their In-Store Associates Need is Simple with Push Button Services™
Push Button Services™ (PBS) connects merchant service providers and their partners with merchants, helping them get what they need with the push of a button. You control and customize the menus and messages that are displayed, the printouts they can take with them, and the actions that are triggered in the cloud. PBS helps you reduce deployment time and costs, reduce training, streamline support processes, increase merchant engagement, and quickly introduce and sell new value-added services and solutions.
Self-Help Through POPcodes Solutions
Instead of spending their time searching for support online or waiting on the phone, your merchants can serve themselves! Unlike when merchants go on the internet, you’ll control the content – and competitive offers – those merchants see!
Display common support topics and frequently needed training materials based on your merchants’ and their associates’ needs. Users simply follow the menus and prompts through the app for quick assistance. For more involved issues, merchants can be redirected to digital assets on your website (or partners’ websites), leaving the terminal free for other uses.
When a person-to-person interaction is required, your support teams can verify and direct users to your white labeled version of PBS, further reducing the time to close issues. With more time and better tools they can play an even bigger role in long-term retention and growth.
Benefits of Our Self-Help Options
Automated Support
Not everything can be self-serve, so when merchants need a little extra help, your solution can be extended easily, enabling the automatic creation, attribution, and routing of support requests to the appropriate team, including your third-party partners. We pair contextual data (where the merchant is in their self-help journey) with merchant-specific data. Host-based business rules automatically route support requests to the right department and party for easier troubleshooting and quicker resolution.
Connecting merchants with the person who can resolve each issue faster ensures they get the assistance they need more promptly with minimal frustrations and costs of call rerouting or long hold times. The self-help functionality of the PBS app reduces the need for this automated support, but it’s always available should merchants encounter a complex issue.
Automated Support
Not everything can be self-serve, so when merchants need a little extra help, your solution can be extended easily, enabling the automatic creation, attribution, and routing of support requests to the appropriate team, including your third-party partners. We pair contextual data (where the merchant is in their self-help journey) with merchant-specific data. Host-based business rules automatically route support requests to the right department and party for easier troubleshooting and quicker resolution.
Connecting merchants with the person who can resolve each issue faster ensures they get the assistance they need more promptly with minimal frustrations and costs of call rerouting or long hold times. The self-help functionality of the PBS app reduces the need for this automated support, but it’s always available should merchants encounter a complex issue.
Who Creates and Controls the Self-Help Content Support Workflows?
As part of the 90+/- day onboarding process, the POPcodes team helps quickly plan, create and adjust the content based on your input, branding, and unique pain points.
From that point forward, our campaign and content managers are available to create, organize, assemble, and schedule the local (offline) delivery of this content via structured menus and host-enabled workflows.
For more urgent operational alerts and other time-sensitive messaging, we provide an easy drag-and-drop interface for authorized users via our admin portal.
Behind the scenes, our content managers use this same admin portal to add, remove, or change content that the merchant sees. Content managers can adjust or refine the navigation menu, triggers, and workflows through the admin portal.
Our content managers know how to explain complex items to merchants with a sequence of visuals – graphics, animated GIFs, QR codes, and more. Best of all, these content changes can be reviewed, approved, and implemented right away without needing any updates to the PBS app itself.
All content changes are reviewed in our demo portal where you can preview the changes on your own connected payment terminal. When approved, changes are easily and quickly pushed into production.
Stay informed on which categories and menu items are accessed the most (or least) by your merchants. Tracking the use cases through the app helps you improve the merchant experience by refining the content for them and optimizing app usage.
How Much Merchant Support Content Is Included Within the App?
The merchant support we offer through the app is tailored to the needs and direction of the provider and can be as little or as much as you’d like! Because self-help gives merchants instant access to both local and online resources, merchants can access an essentially unlimited amount of content through the app. Content maintained on the device, is kept lean, simple, and specific to quickly troubleshoot issues – even when the internet is down.
For more in-depth, dynamic information, the app can call the host to retrieve the most current information or trigger a real-time action. When you want to direct your merchants to an online or automated support resource, we generate, print and display QR Codes, so merchants can continue the journey on their mobile devices.