What is the most important feature when looking to pick a direct debit provider – is it the cheapest price, the largest number of integrations, best technology, or the fastest set up time?
It’s none of those, it’s Customer Service – and we’re going to explain why.
What is good Customer Service?
Good customer service always helps retain your customers. It is what keeps your customers coming back for more purchases. Retaining customers increases your revenue and it’s also much cheaper to keep a customer than to try to gain a new one.
But what does good customer service mean in a Direct Debit processing context? Let’s explore the different ways your Direct Debit provider can give great customer service:
Indemnity Claims
Indemnity claims occur when one of your customers disputes a payment, to claim it back from your bank account.
They can happen even if you have followed all of the Direct Debit scheme rules, so it’s important that when one of your customers makes a claim, then your Direct Debit provider has your back to help navigate through the Indemnity Claim process. Your direct Debit provider should help you defend against those claims and protect your revenue.
Fraud protection
In your Direct Debit journey, you may be faced with customers undertaking suspicious activity like asking for multiple refunds for your services. In these circumstances, having someone you can speak to for guidance is invaluable, as it will help you navigate the issue and avoid leaving yourself exposed to further risk.
Preventing collection failure
There are many reasons why a Direct Debit collection can fail, and each comes with a different failure code, or ARUDD Reason Codes. For each code there are different actions you may need to take, so having someone available on the phone to help you decide on the action to take to collect your funds is always useful.
Get great customer service with London and Zurich
At London and Zurich, we strive to provide the best quality customer service to make sure your payments are collected on time, every time. Instead of using automated or outsourced solutions, we have a dedicated UK-based support team to help you with any problem.
Find out how much of a difference great customer service can offer – get a quote from us today
