iPayment

iPayment, Inc. Enhances Capabilities with Zendesk Integration

August 30, 2024         By: Mike Dautner

iPayment Inc., a premier provider of payment solutions and processing services, announces a new integration with Zendesk, Inc., a leading cloud-based customer service software company.

iPayment focuses in providing SMBs with the ability to accept credit, debit, and new payment technologies.

Zendesk’s customer service platform is a perfect complement to the Company’s existing operating systems will fuel continued enhancement of the support offered to iPayment’s customers and partners.

“Our customers and partners expect a fast and seamless service experience,” said Guy DiMaggio, SVP, Operations, iPayment. He added, “And, 91% of customers expect to receive consistent information over multiple contact channels. The Zendesk customer service platform powers a robust data repository, real-time ticketing and inquiry tracking and a myriad of workflow automation, all of which will help iPayment exceed customer expectations in delivering an omnichannel support experience.”

The internal and external iPayment’s users will experience a plethora of benefits as a result of the integration.

Some of these benefits include:

  • Customer-facing issue resolution management, or ticketing, system
  • Submit requests, along with any supporting documentation, to customer support via web and/or mobile device, 24/7/365
  • Access real time tracking and status updates online
  • Partner and partner customer support
  • Issue requests (tickets) on behalf of their merchant customers
  • View all active and closed tickets, along with status updates and resolutions, for their entire portfolio
  • iPayment operations and organizational teams
  • Workflow management, auto-escalation and automation cross-organizationally for all customer and partner support requests
  • Systematic approach for all inquiries (tickets); consistent delivery of superior service from all team members
  • 360-degree view of the customer experience • Auto-updating for most prevalent questions and responses to iAccess customer engagement portal to provide consistent experience across live and self-service support

This integration comes at a highly expansive time for iPayment, as the company’s ongoing commitment to enhancing the support experience for both SMB customers and partners.

iPayment just recently launched its redesigned customer engagement portal, iAccess 3.0, as well as a few other advancements in analytics and management.