There are various aspects to customer experience - it is not only about usability of your online website but also includes other parameters such as security, response time, social media integration and ease of access to your services along all the touchpoints in the customer journey. You can improve the customer experience by first studying the customer journey, analyzing all customer touch points with your business and making sure the best experience is delivered to your customers at every touch point across all channels. This also means following certain best practices such as keeping your customers informed about your products and services, making sure any information provided by your customers is kept safe and secure, providing a platform for customers to share their experiences and feedback with providers as well as with other customers.
Managing Customer ComplaintsEven with the best of attempts there might still be some instances when the customer is not satisfied with your services. This dissatisfaction might get voiced either when you are soliciting feedback or via social media or in the form of a customer complaint. Popular payment processing platform Payza recently won an award for the best online payment method provider. It's executive Vice President Firoz Patel says that Payza has always focused on providing its customers the best of services. Having a strong commitment to deliver value to its customers is the reason that Payza has grown to 13 million registered users in the last few years. Its services are available in countries around the globe and it supports 25 different currencies. Payza also integrates with local payment methods and services to provide superlative end to end services to its customers. Besides funds transfer, Payza also provides a host of other value added services to business and individuals. Given the significance of cyber security in the online world, Payza uses has an elaborate security policy to ensure user information is kept safe and the latest security mechanisms to avoid any misuse of Payza personal and business accounts. How did Payza achieve so much in such a short time?
Firoz Patel says that the reason behind this success is paying attention to the needs and complaints of its customers. If customers ever complained that Payza sucks, this was used as an opportunity to understand which touch points needed to be improved. In today's competitive and fast paced world, businesses are expected to be agile and keep adapting their products and services to meet the needs of the customers. Also thanks to the advent of social media, customers are quick to post their feedback on social sites if they are not satisfied. Taking all this feedback seriously is the key to Payza's success at the MPE Awards 2017.
The MPE or the Merchant Payment Ecosystem awards recognise the achievements of companies across payment ecosystems and are a very popular awards in Europe for this industry segment. Payza received the award based on its fraud prevention methods and unique features like tokenized dynamic payment buttons, custom avatars, flexible payment options and hassle free integration services. Payza says this award is a recognition of its efforts to provide world class services to its customers.