Customer Service
We are frequently asked why we decided to re-launch Litle & Co. One of the reasons we decided to get back into the business was that it was clearly evident that today’s payment processors had forgotten about customer service. Many of our first customers complained that they just didn’t receive the special attention required by direct marketers. This is still the chief complaint of many merchants today.
We believe that customer service goes well beyond providing a representative on the other end of the phone. Litle and Co. proactively assists direct marketers navigate the choppy waters of bankcard rules and regulations. We identify opportunities (like those arising from recent debit card rules changes), and show our clients how to capitalize on those opportunities. We advocate on behalf of direct merchants with the credit card associations, and frequently publish informative articles in trade journals like Direct Marketing News. Our credit card processing Best Practices series is currently read by over a thousand merchants.
Litle & Co. recognizes that good customer service is a very important part of your payment processing relationship. To that end, we have outlined what our customer service department provides to every client utilizing our service. This service is broken down into two categories as follows:
Onboarding & Implementation:
This phase covers the period of time from when your contract is signed until you are running on the production phase. During this phase we will provide the following:Ongoing Support:
- Implementation/Project Plan for switching over to our system
- User Interface Training for online report access and chargeback management
- Daily Manual Reconciliation of data delivered vs. available funds
The ongoing support plan commences once your company is processing on our production system. Ongoing support includes:
- Assigned customer service contact and back up contact
- At your option: A weekly scheduled conference call to review any open items; including a project plan for problem resolution
- At your option: Quarterly Account Reviews with Senior Management
- At your option: Annual face-to-face meeting
- Pro-active Chargeback Management