Some of you are very familiar with our Support Team already while others are just getting to know us. Either way, we wanted to take a moment to introduce ourselves and make sure you know what a pleasure it is for us to work with all of you each and every day.
This is a team of seasoned professionals. Each specialist has more than 10 years of industry experience and a passion for helping. We strive to provide the most courteous and professional service while handling your issues in a timely matter. We live by our company's core values every day:
- Honesty & Integrity
- Customer Focused
We hope that is reflected in every interaction with our team. When you call our offices during business hours, there are no frustrating phone trees with endless lists of prompts to remember and navigate. A live person always answers. If you ever have to leave a voicemail, be assured that you are our priority and someone will return your call as soon as the message is received.
What to expect
Please reach out anytime there are questions or concerns; we are happy to help and we will gladly tackle any problem. Here are some of the most common reasons why we hear from people:
- Integration (installations)
- Password resets
- Software questions and customizations
- Troubleshooting connection errors
- Deposit and billing questions
- Account changes (bank accounts, company name, contacts)
We use a ticketing system for email communication, which is more efficient and convenient. As soon as you send a message to firstname.lastname@example.org, every email is assigned a ticket number. This makes for easier tracking and gives you a point of reference if reaching back out or calling in to follow up on a support request. You will also receive an immediate automatic reply so you know your message was successfully delivered. Most replies are sent within one business hour. We utilize a full team of specialists instead of assigning single account managers to ensure someone is always available. This means the fastest possible response for you.
We want your feedback!
If you have contact with our Support Team, you can expect an opportunity to rate our level of service. This one-question survey is simple by design to be quick and effortless for you. Ratings are used to evaluate the individual team member's overall performance but all comments are reviewed by management so please don't be afraid to share if you see there are areas where we need to improve.
Thank you for choosing ClientPay; we look forward to working with you!