Solution Portfolio - Page 181



Payment Part
Outage
OneNightmares
Cost of Payment Outages
Minimising Payment Outages
WHAT ARE THE MOST CONCERNING CONSEQUENCES OF PAYMENT OUTAGES?
Businesses cited eroded customer condence and customer complaints (rather than lost revenue or reputational
damage) as their principal areas of concern due to payment processing outages.
Not so surprising really, as in the current consumer-led business environment customer loyalty and satisfaction
are emerging as the true guarantors of long-term business success - and survival, in increasingly competitive
markets.
Ranked from 1 (least concerning) to 5 (most concerning).
3.13
2.77
2.38
1.72
Eroded customer condence
Complaints from customers
Lost revenue
Long-lasting damage to reputation
WHAT SUPPORT SERVICES ARE OFFERED BY THE PAYMENT PROVIDER?
It’s rather a mixed picture for businesses in terms of the technical support options available from payment
service providers. 37% receive 24/7 assistance from a real human being, and 26% have access to a human
technician only during ofce hours, while 37% have to settle for digital assistance via online portals.
Service Level Agreements (SLAs) with providers should be carefully negotiated, given the necessity for
anytime access to support.
37%
26%
37%
More than 60%
of respondents
do not have 24/7
support from a
human being.
I have 24/7
support from a
human being
I have support
from a human being
during ofce hours
I have access to
support via an
online portal
a
12
Zero Payments Downtime. Myth or reality?
Key ndings about payment service outages in Europe and how to avoid them.

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