we work hard keeping your merchant clients satisfied
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 SAQs
Support with Vulnerability Scanning and Data Incident Management