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Smartpay Prioritises Support – Why You Should Too

In today’s tough economic times, many are feeling the cash crunch. Now more than ever, it’s important to know where you shouldn’t cut corners – making the wrong choice could cost your business financially. Read on to see why we think good customer support and service is invaluable. 

Reliable EFTPOS is the lifeline and one of the most critical components of any business. The importance of choosing a Payment Partner who provides a personalised service and safe pair of hands throughout the entirety of your relationship is arguably one of the most important things to consider.

"Our promise to our customers is to keep it simple and maintain focus on providing the best possible service and support."

When it comes to choosing a Payment Partner, it’s easy to feel overwhelmed by the ever increasing hardware and technology options. This is why our promise to our customers is to keep it simple and maintain focus on providing the best possible service and support. Often people don’t appreciate support until they really need it – when that happens, having a team you can rely on to promptly resolve any issues and get your payments system back up and running as soon as possible is critical. Every minute you wait is a minute that may be costing you money, so a swift resolution to any issues is not only crucial – it’s money-saving!

Introducing our Support & Customer Success Team

At Smartpay, our key differentiator is our people; we’ve built our Support & Customer Success Team with our customers in mind and have filled it with people who will go above and beyond to ensure you’re in good hands when you need help. Led by Kirk Delamore, our Support & Customer Success Team is the first port of call for our customers – from Cape Reinga to Stewart Island!

Kirk Delamore

“Customer satisfaction is our ultimate goal and I always encourage myself and the team to go above and beyond to help every customer. It’s a really great feeling seeing the satisfied look on my team’s faces as they head home after they’ve spent their shift resolving our customers’ queries.” 

Kirk Delamore, Manager Support Customer Success

Kirk and the team take great pride in the fact that we aim to answer 80% of our calls within one minute. For those times we’re extra busy, we have a strict policy to call any missed calls back within an hour. We understand that EFTPOS solutions are business-critical and time is precious. Our customers tell us that having a partner that responds quickly makes all the difference.

"We aim to answer 80% of our calls within one minute… we have a strict policy to call any missed calls back within an hour."

With payments, the true value is the support and service provided to you throughout your experience with us. We believe our customers deserve the best and we always strive to deliver on that. Service and support with Smartpay doesn’t end once your contract is signed – it’s just the beginning!

We care what you think

We regularly measure customer satisfaction, asking for and gathering feedback from customers around how we can improve. Your feedback drives our continuous improvement initiatives and we pride ourselves on having one of the leading customer satisfaction scores in our industry. See what our customers say about us here

Smartpay support team

Smartpay’s Support & Customer Success Team – here for you 24/7 to assist with your EFTPOS enquiries.

Locally based

We pride ourselves on having a strong company culture driven around collaboration and with the majority of our staff based together, this lends itself to a really cohesive experience for our customers. Our phone support team is locally based in Auckland, with regional support available in-person in other areas. Our purpose is simple; to be there for you when you need us most, regardless of the time, which is why Smartpay Support & Customer Service is available 24/7, 365 days a year – Christmas Day included!

Smartpay office interior

Our Customer Appreciation Wall – displayed centrally at our HQ as a daily reminder of why we always go the extra mile for customers. Feedback from customers is featured and it’s a great opportunity to recognise each other and celebrate all of the great work our teams do for our customers.

Payments Specialists

Our approach is centred around being specialists in delivering industry-leading EFTPOS solutions, getting it right the first time and ensuring you get the personalised service you deserve. When it comes to helping our customers, we know that keeping things simple and being transparent is key. If you succeed, we succeed!

P.S. Don’t take our word on our highly valued customer service – have a look below at what a few of our wonderful customers have to say about us:

5 stars

Josh – Coastline Vapes

“Every question and every time I needed help she was there to guide me through the processwhich made me realise I was with the right people”

5 stars

Zaffar – TSB Living

“Thanks for the super awesome customer service again. Will be in touch accordingly and will open another branch next year.”

5 stars

Vivien – GM Physiotherapy

“I must commend your professionalism and patience and understanding! It’s been a real pleasure being looked after by you.”

5 stars

Anne Lawson

“Above and beyond the call of duty and I am truly grateful for everybody’s assistance.”

More information

Learn more about why over 25 000 merchants choose Smartpay for their EFTPOS here

To see what more of our customers have to say about us, have a look at our Google reviews

Speak with one of our Kiwi payment specialists today!

Every year our payment specialists help hundreds of businesses in all sorts of industries to get the right payment solution. Talk to us about your business today.