Extraordinary support

Per­haps you’re won­der­ing what kind of sup­port is extra­or­di­nary and how ours is dif­fer­ent from oth­ers? While one can often expect their sup­port to be polite, com­pe­tent, and (usu­ally) help­ful, it’s still just sup­port. No superlatives.

Instead of pil­ing on the adjec­tives, we’d like to give you a sim­ple overview of what makes PayLane sup­port extra­or­di­nary – and hope you get to expe­ri­ence it for yourself.

A ded­i­cated consultant

Yep, every client gets one. Why? It’s a mat­ter of expe­ri­ence – and val­ues. We’re peo­ple too and we’ve called many dif­fer­ent sup­port teams many times. And by “many times” I also mean “many times in just one case”. You know, when you have to explain the same thing over and over and you don’t even get to be mad at one per­son because it’s no one’s fault. We think such sys­tems are wrong.

And since our goal is to treat our clients as we’d like to be treated, every mer­chant gets a ded­i­cated con­sul­tant. He or she will be famil­iar with each account and the mer­chant him­self. You won’t have to intro­duce your­self every time and describe every­thing from the very begin­ning. Just cut to the chase and have your prob­lems solved as quickly as humanly possible.

Lots of com­mu­ni­ca­tion channels

Of course you can always call us or send an e-mail. But you can also con­tact us in many places on the Inter­net, any­time you want. Apart from pub­lish­ing some inter­est­ing arti­cles, papers, links, etc., we use these chan­nels to keep our clients in touch with us and our indus­try. So you have your choice of chan­nels, whether you want to write, chat, or just catch up on some PayLane news.

So what are those other ways of communicating?

• social media: find us on Face­book, Twit­ter or LinkedIn,
• our blog: Across the Board – read and stay in touch,
• PayLane newslet­ter: the most impor­tant infor­ma­tion right to your inbox.

24 hours, 7 days a week

We have clients from all over the world, liv­ing and work­ing in dif­fer­ent time zones. We don’t want to mud­dle your brain with the hours. Sim­ply con­tact us when­ever you need to. Yes, it’s that easy!

Sup­port doesn’t mean just solv­ing problems

Really? So what else is sup­port sup­posed to do?

For us, it’s sim­ply try­ing to be a human being all the time. Help­ing, show­ing some respect. It’s more than hir­ing some peo­ple to sit for 8 hours and answer phones. It’s about help­ing peo­ple, not just answer­ing ques­tions and pro­vid­ing infor­ma­tion. That’s the real mean­ing of “sup­port”, right?

So we want to give you a hand every time you need or want it – not only when we think it’s justified.

For exam­ple, take a look at the step by step sec­tion. See? We prac­tice this from day one!