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The Importance of Customer Service in The Merchant Industry

One of the keys to any business’s success is to ensure excellent customer service. Many companies do not realise the importance of having a support team to follow up with customers after a purchase or a closed deal.

When it comes to the merchant services industry, providing extraordinary customer service separates the average companies from those who make a difference in the industry, like iPayTotal

Relevant facts about customer service 

Bad customer service may cost more than a company is willing to pay. Statistics show that American companies lose more than $62 billion annually because of poor customer service.

The same study points out that one-third of consumers say they would consider switching to a different company after one instance of bad customer service.

Here are a few more interesting facts about customer service:
39% of consumers will avoid a company for two years after a bad customer service experience

  • 74% of people are prone to switch brands if they find the purchasing process too difficult
  • Four out of 10 customers will recommend others to avoid a business if they have a bad customer service experience from them
  • Consumers are willing to spend 17% more on a company that offers outstanding customer service
  • Studies show that 70% of the customer’s journey is based on how the clients feel the company is treating them. 

Why customer service matters in the merchant services industry

The merchant services industry is a complex universe that requires exceptional support to ensure every merchant is satisfied. Statistics, as published in Forbes, has shown that it costs five times more to obtain new clients than to retain existing ones.


Having an experienced and reliable team to assure the excellence of your company’s customer service is what makes a difference at the end of the day.

The customer service team must handle every possible issue with intelligence and efficacy, reminding the merchant that he or she is doing business with a company that cares about its business. 

As a merchant, you must also find a payment provider that can provide you with the best merchant services, such as a Bitcoin merchant account, Forex merchant account, gaming merchant account, and exceptional customer service, like iPayTotal.


We offer 24/7 customer support with a team of experts ready to help you through any issue you may have. At iPayTotal you have full support from the first contact until setting up your high-risk merchant account, including the underwriting process.


We have been acknowledged over the years for our excellent support to our customers. We are immensely proud to offer quality service with our merchant solutions and our team of support specialists. 

Contact us today at iPayTotal and talk to one of our experts. We will be more than happy to assist you and talk about our customised solutions for high-risk businesses. 

Call us on +44 800 776 5988 or email info@ipaytotal.com

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Melbourne, Australia
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Melbourne, Australia
(Sat - Thursday)
(10am - 05 pm)
Melbourne, Australia
(Sat - Thursday)
(10am - 05 pm)