Posted on June 21, 2024

We Love What We Do: A Glimpse into iPay’s Customer Service Team

By: iPay

Customer service is a perfect time to shine a spotlight on how we put our businesses at the core of everything we do. Finding joy in numbers—not just figures we crunch but success stories we tell showcasing our commitment to our businesses who trust us with their payments.

We want to reflect on the journey we've embarked on to ensure our businesses receive the utmost value from their partnership with us. We love what we do and here's why.

 

The Power of Numbers in Service

Success isn't just measured by resolutions; it's quantified by the satisfaction and growth of our businesses, ensuring that every payment is seamless from end-to-end.

Take, for example, an encounter I had with a leading retail company in Africa. They had an urgent issue with a missing refund. With the collective approach to taking on the troubles of our customers as our own, we mobilized different departments, even going to their stations, if necessary, to resolve the issue. It turned out that a missing reference number was the root cause. The issue wasn't that the refund didn't go through, but that they missed entering a reference number. Instead of shifting blame, we saw this as an opportunity to educate them.

This dedication to personalized service is what sets us apart. We don’t just focus on the numbers – we focus on the people behind those numbers. This is the true power of numbers in service.  

The Unseen Impact

Behind the scenes, our team works tirelessly, often unnoticed, but they're the foundation of our reliable service. Mirroring the diligent spirit of Africa's bustling business hubs when things go right—just as it should be.

 

The Tech Advantage

iPay's technological framework guarantees consistency, high-quality service and accountability across all touchpoints. That no matter who you speak to at iPay, expect the same level of exceptional service.

 

The Human Touch

Now, you might wonder, how does our customer success team come into being? The answer lies in our commitment to delivering value to our businesses. We listen, we empathize, we solve and continuously improving our services based on feedback — not because it's our job, but because we genuinely care.

A few reviews from business businesses say it all: "The thing we like about iPay’s customer service is that every time there is an issue, they work to give us a solution—even an alternative while the issue is ongoing. They proactively suggest new approaches when it seems like it could be affected by a third party. And once it's resolved, they always get back to us with an update." Those kinds of reviews mean a lot to us and keep us motivated. At the end of the day, our work is about people.

 

Achieving Success Together There is an unforgettable warmth that comes with interacting with and visiting a business. The phone calls, meet up, handshake, the shared laughter, the mutual respect and seeing firsthand the impact of our solutions is a feeling that words can barely capture.

One particularly memorable moment was when I finally got to meet a business in person. The guy exclaimed, "I finally get to see the person I talk to on the phone!" His excitement and humor were contagious. It highlighted the importance of personal connections in our work.

Although not every day is a smooth sail. There are times when a business's dissatisfaction can bring challenges. But it's in these moments that I dive into each challenge with a single goal: to ensure that every business knows they are heard, valued and supported.

 

Looking Ahead

At the end of the day, our mission is to know that behind every business we serve, there's a story, a dream, a life that we're helping to build. I'm proud to say that our team is committed to going the extra mile to express our gratitude to our businesses.

 

Our Commitment

To businesses — thank you for being the driving force behind our journey and cheers to many more milestones together, in Kenya and beyond.

If you have any questions or need assistance, don't hesitate to reach out to us:

Call: +254 734 441 111/+254 791 444 111

WhatsApp: +254 713 129623

 

Thank you for sharing your thoughts, Winnie!

 

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