The Backbone of Invisible Payments: Strong Customer Support

Issue resolution must match the speed and convenience of the purchase process. Returns, exchanges or mistakes—all are an inevitable part of commerce. So, brands must make a strong commitment to customer support to ensure that it’s just as easy to get a problem resolved as it is to make payments. For example, be sure that the simplest and most common issues can be addressed quickly through self-service channels, like the app, the site or the IVR. For larger issues, having a strong handle on chat, AI support and highly trained live agent support are key to minimizing headaches and hassle.

The bigger picture of security and privacy. One of the key benefits of invisible payments is the unique security and privacy features it can offer. Newer processes like tokenization or multifactor authentication can offer unique security solutions; however, providers have to balance security and simplicity—two things that can be at odds. And, it’s important that consumers understand how any hurdles to convenience are protecting them. For instance, research shows the average consumer has to remember more than 14 different passwords and is increasingly frustrated by cumbersome authentication processes. Some companies, like Google, offer phone verification prompts, which simplify the process.

Better collaboration between banks and brands. It’s important to remember that in order for invisible payments to work, both banks and retail brands must constantly work in concert—streamlining the payments side, while providing a fast, focused purchase experience both online and in-person. This level of connectedness requires customer support from both sides to be efficient in solving problems in order to mitigate any potential bottlenecks or consumer frustrations in the process. For many companies, this is already happening, but is of the utmost importance to truly reap the benefits of invisible payments.