Dedicated Merchant Support
We Work Hard Keeping Your Merchant Clients Satisfied –Expert customer service meets unmatched dedication!
Once your merchant is signed up, rest assured that Pivotal Payments’ comprehensive suite of merchant support services guarantee a long, hassle-free business relationship. Our goal is to develop and maintain a deep level of trust and confidence with each client.
Client Care and Loyalty
To ensure a superior customer experience, our Client Care and Loyalty teams are highly trained to quickly respond to and resolve merchant-facing issues. This enables merchants to spend less time managing complex electronic payments and more time running their business. The dedication and availability of our support staff has resulted in a high level of customer satisfaction and very low attrition.
- Experienced, bilingual staff based in Canada
- Second Level support managed by Special Operations
- Enhanced merchant reporting
- Proactive merchant satisfaction surveys
- Post-issue resolution and follow up
- Proactive retention strategies through portfolio scoring
- Loyalty Department dedicated to maintaining low attrition levels
VIP Relationship Management
High value merchants with unique needs often require service levels beyond traditional support. Experienced Merchant Relationship Managers handle these VIP accounts to build and maintain ever lasting business relationships.
- Delivers training and orientation for new products or services
- Provides meaningful data to ensure processing optimization
- Communicates industry-related trends and card brand information
- Reviews merchant interchange qualification levels
- Helps reduce exposure to risk and unnecessary processing costs
- Reduces attrition of VIP accounts to record low numbers
24/7 Technical Support
In addition to our high performance, reliable processing network, we provide access to a 24/7/365 Technical Support team. Our dedicated team goes above and beyond to support merchants. Through a consultative approach, they determine issues affecting clients and offer rapid, effective resolution.
- Inbound support, technical and operational, by email or phone
- Level 2 Technical Support group for escalations
- Essential hardware and software troubleshooting
- Assistance with settling batches and overall reporting
- Fast support for damaged or broken equipment
- Assistance with feature changes or other day-to-day activities
Chargeback and Risk Management
Pivotal provides effective chargeback and risk management solutions, including a powerful suite of risk monitoring tools and dedicated staff. Combined, they ensure unsurpassed fraud reduction, loss prevention and adherence to industry regulations.
- Helps to reduce fraud, protecting merchants and preventing losses
- Ensures that Pivotal and partners comply with industry regulations
- Conducts business with certified clients and collects on payments
- Suite of risk monitoring tools including a robust PCI ToolKit
- Expert assistance in the event of a data breach incident
- Support from our in-house team on completing SAQ's
- Support with Vulnerability Scanning and Data Incident Management