Strong customer service critical for high-risk merchant accounts

E-commerce customers don't want low-quality customer service

A recent report highlighted changing customer service expectations in light of developing social media trends, and this study noted that it's important for e-commerce businesses to adjust their practices accordingly. Such a strategy could be particularly critical for clients operating with high-risk merchant accounts.

Zack Urlocker, a chief executive with a customer service software provider, wrote for the E-Commerce Times that consumers' use of social websites such as Facebook, Twitter and Google+ have made the potential for customer upheaval all the more real. When consumers have a poor experience at an e-commerce website, it's easier than ever for them to register their complaints in a public domain.

Additionally, Urlocker pointed out the increasing popularity of mobile platforms, like smartphones and tablets. These devices allow consumers to be accessible from anywhere at nearly any time, and many now expect the same type of accessibility out of businesses.

While Urlocker's piece focused on the broad spectrum of internet businesses, the challenges of timely customer service are especially notable for owners whose business model requires a high-risk merchant account. These e-commerce ventures may require special payment structures, such as a monthly subscription, that are complicated for merchants to maintain on their own right. For instance, there's a risk of lost money when customers don't update their information after a change of address or credit card number.

However, when customers notice interrupted service or difficulties in their shopping experience, they will expect the merchant to be able to provide answers and effective solutions. For that reason, it's important for businesses under a high-risk merchant account model to work with a card processing service that offers the tools to analyze and remedy these situations. Companies can judge whether a particular service has those capabilities during the high-risk assessment stage.