New to the Community

[tmhinchman]

Hi everyone - I am new to the community.  There is a lot of good information here from past threads.  I wonder....  I know this is probably going to sound "foreign" to many of you (probably way "old school") but I will throw it out here anyway.  It would be great if a sales rep or customer experience / service rep reached out to clients occasionally to touch base, find out more about the user's business, how they are using the software, walk them through the features they have on their plan, see if there are any capabilities that they are missing, address any pain points, offer suggestions for ways to improve processes or efficiencies....  By occasionally, I mean once or twice a year even!  This is what "we" did back in the day and it often resulted in a great customer experience, strong customer loyalty, and increased sales!!!  I know...there is google, chat, youtube..... etc etc etc....  But NOTHING takes the place of real human interaction.   Some users won't care or want this - they will get what they need on their own.  The users who would value it, will end up being great customers.  

Just saying....  

If I am wrong,  if this is happening and I've missed it, or if there is a way to schedule this type of interaction that anyone knows of I would love to hear about it.  Truly.  

[Lovewell]

This is SUCH great point! Hopefully interacting with this post will bump this up. Thanks for starting the conversation. 

[rtfulk · Accepted solution]

I think when you first begin with Square, Square support is your rep. After you build your business and increase processing volume, potential growth, you can get a rep. I know if you do over 250,000.00 a year in processing you will get a rep. and will have access to them. I talk to mine maybe 2-3 times a year or when a problem occurs and I need help quickly.

[lennys26]

@tmhinchman That is a nice idea and i would agree with you, however I wonder how feasible it really is. I have no idea how large their customer base is - based on the forums, I would think it is quite sizeable, although seeing how the customer support and engineering processes play out, I question Square’s true size. 

At the same time, I don't see that they are all that bothered in some of the data points that you mention or the user experience. As our businesses grow and we become more valuable to them, as @rtfulk mentioned, account reps become available, but until then, I suspect that level of attention just doesn't match their business plan or objectives. 

[Bronze_Palms]

I agree! I think it is hard as any business grows to maintain a personal connection with their clients. The lack of 1:1 attention means less payroll costs for Square which allows monthly fees to be lower; the cost of doing business is always passed down to the customer.

When I started with Square Payroll, I was able to get someone on the phone to help me troubleshoot issues I was experiencing.

Would love to help if you have any questions regarding features!