Our Customer Service Philosophy

Customer Service

SolidTrust Pay was founded on the belief that service matters. A recent poll undertaken by the National Retail Federation revealed that 87% of American shoppers experienced poor customer service within the past 30 days of recording their responses. In today’s fast-paced digital world, meaningful service has become a luxury. The personal touches that stood as hallmarks of excellent customer service for generations have slowly eroded. Right now, over 80% of us would rather resolve our own issues, often spending hours browsing through online forums and help pages, than speak to a service representative at a call centre. This statistic demonstrates how widespread poor customer service has become, and furthermore, how companies no longer place importance on providing their clients with a high standard of service.

At SolidTrust Pay, we believe that friendly and helpful support should never be more than a click or phone call away. During business hours, you can chat in real time with one of our LiveChat agents. Every agent receives extensive support training and continued mentoring throughout their tenure with us. In addition, our dedicated business account representatives ensure that merchant problems are promptly resolved, preventing unnecessary payment processing delays. For members located in difficult time zones or who need assistance after business hours, our convenient support ticket service is available 24 hours a day, 7 days a week. Simply leave us a ticket at your convenience, and in most cases, we’ll respond to you within 24 hours. When you contact us, you will always be treated with respect, listened to and attended to. When you need us, we’re here!

We Value Your Feedback

In an effort to enhance your experience using our services, we encourage all of our  members to provide us with feedback. Whether through our annual customer survey, direct messages on Facebook, personal comments on our corporate Blog and YouTube channel, or simply by contacting us using our LiveChat and support ticket service, we make an effort to listen to you.

If you’re a Merchant or Personal account holder, we want you to know that your opinion matters. Tell us what we are doing well, but more importantly, tell us what we need to do better. Our CEO, Stella Hiemstra, instilled a strong commitment to providing excellent customer service and innovative business services when she founded SolidTrust Pay in 2006. This commitment remains a guiding principle for our company and extends to everything we do.

We hope that you will take the time to share your opinions with us.

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