Customer service in the payments sector with XELEO: What round-the-clock merchant support needs to deliver
More and more retailers are using payment terminals, particularly for self-service payment transactions, such as at charging points or vending machines. However, with every new device deployed, the support workload increases. Merchant and customer support is therefore one of the major challenges that modern payment systems are facing. Particularly, as the issues raised are so varied: from error messages on the display and queries about merchant settlements, to end customers who are unable to drive out of the car park.
XELEO handles these enquiries on behalf of payment service providers, acquirers, merchants and operators of unattended payment terminals. Round the clock, from the initial call, right through to on-site device replacement.
Why is customer service so important in the payments sector?
Cashless payments have now become so commonplace that end customers expect them to work smoothly at all times. Furthermore, support cases in this sector are almost always time-sensitive: customers are waiting at the till, a vehicle is stuck at the charging point, or a barrier won’t open.
Effective customer support therefore has a direct impact on the business:
- Revenue security. Every minute of downtime at a terminal costs transactions. A swift solution from first-level support limits the damage.
- Merchant retention. In many cases, merchants remain with a particular provider because in the event of a fault, customer service is available at all times.
- Relief for the in-house team. Standard enquiries and peak workloads would otherwise tie up resources that are then unavailable for other tasks.
- Trust in unstaffed payment terminals. There are no staff at charging points, vending machines or garage exits. Hotline staff are the only point of contact.
Changing expectations in payment transactions
Retailers and end customers expect more than just a device that works. These points have the greatest impact on payment support.
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Expectations |
Impact on the payments sector |
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Fast response times |
A faulty payment terminal means a loss of revenue. Support must therefore be provided immediately, not just on the next working day. |
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24/7 availability |
Retail, catering, the hospitality industry, petrol stations, vending machines and charging points operate at night, at weekends and outside standard working hours. |
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Support for end customers too |
It is not the merchants who call about unattended payment terminals, but the people who are trying to make a payment. |
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Support across all channels |
Telephone, email, live chat, contact form and messaging apps, with a continuous contact history. |
The biggest challenges in payment support and how XELEO tackles them
Challenge 1: The industry serves two very different target groups.
At unattended payment terminals, end customers who just want to get on with their business and are unfamiliar with terms such as ‘pre-authorisation’ or ‘ad hoc payment’ get in touch. At standard terminals, it is retailers who are familiar with their equipment and expect a technically precise answer. Often, both groups call the same number but expect two completely different conversations.
This is where XELEO helps: our staff are trained to handle both types of call and immediately recognise who they are speaking to. For end customers, we guide them step by step through the payment process; for merchants, we move straight to troubleshooting.
Challenge 2: Enquiries surge during updates and roll-outs
Software updates and changes to payment terminals cause volumes to skyrocket from one day to the next. However, it is not sustainable to take on permanent staff just for a few weeks of peak workload.
This is where XELEO helps: for such periods, we scale up our resources and can flexibly scale back again as soon as enquiries start to decline. Before we begin, we work together through what questions to expect and document the answers in guides and FAQs.
Challenge 3: The issues require specialist knowledge
What is needed are specialists who are familiar with all common types of payment terminals, including vending machine solutions, terminals with or without a cash register connection, and charging points. Added to this is an understanding of transaction logic, settlement and chargebacks. Building up this knowledge in-house takes time, and hiring staff to work round the clock is costly.
This is where XELEO helps: we are already familiar with the industry and all these issues. Our teams are familiar with the common types of equipment and can answer questions clearly and comprehensively. Any issues that cannot be resolved by first-level support are handled by our on-site partner, who specialises in point-of-sale systems.
Challenge 4: Being available round the clock without needing internal resources
Enquiries from merchants, explanations regarding merchant billing and information on merchant portals need to be answered at all times, including at night and at weekends. However, many companies are unwilling or unable to build up their own capacity for this. Nevertheless, it is important to be available at all times.
This is where XELEO helps: night shifts, weekends and times outside standard working hours are part of our regular operations. You decide how far this goes: full merchant support, just off-peak hours, or as a backup when your own team reaches its limits.
Support throughout the entire payment journey
We don’t view payment support in terms of individual tickets or enquiries, but take a holistic approach from the payment terminal through to the transaction and on to the payout. This also includes situations where unattended payment terminals are located at garage exits, at vending machines or at charging points, and end customers need assistance with payment. Our escalation levels are seamlessly integrated, ensuring that nothing falls through the cracks.
- First-level support and 24/7 merchant helpdesk
We handle merchant enquiries relating to the payment process at the point of sale. Our staff provide support to merchants, payment service providers, CPOs and acquirers, as well as end customers using unattended payment terminals. We are available around the clock, 365 days a year. - Fault and error diagnosis
Our technically trained teams log faults and, where possible, resolve them during the very first contact. Any issues that cannot be resolved immediately are documented and passed on in a structured manner to the next level, so that no one has to explain their issue from scratch a second time. - Second-Level Support and On-Site Support
Together with our partner, who specialises in on-site support for point-of-sale systems and is certified for charging points, we cover second-level support as well as commissioning, repair and replacement of faulty payment terminals. This is available on request, based on a 24/7 service level agreement. - Transaction and Billing Services
We provide support for issues arising after software updates and connection faults, terminal failures and error messages, as well as for all matters relating to fees and billing. - Payments at Charging Points and Vending Machines
We support end customers of CPOs and CPMS operators, vending machine operators and retailers with all aspects of the payment process at car park exits, charging points, drinks and tobacco vending machines, in self-service shops and at the till, with or without a till connection. Our staff are familiar with the terminal and device technology behind these systems and can provide specific assistance accordingly. - Multi-channel and self-service
We handle enquiries via email, live chat, contact forms and messaging platforms in a centralised manner, adhering to consistent standards and maintaining a comprehensive contact history. This is based on our knowledge base and our customers’ FAQs, which we continuously update with new information arising from day-to-day operations.
Who are our payment solutions suitable for?
Payment support requires individual and tailored solutions. It makes a difference whether you are managing a growing portfolio of terminals, securing individual locations or operating unstaffed payment points.
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Target audience |
What we offer |
|---|---|
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Payment service providers and acquirers |
A helpdesk that grows alongside your portfolio and rollouts. |
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Retailers, catering and hospitality sectors, as well as vending machine and car park operators |
Fast, case-resolving support, including at the point of sale. |
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CPOs, CPMS operators, petrol station operators |
Support covering the entire payment process at charging points, petrol pumps and automated fuel dispensers, at manned stations and at self-service petrol stations. |
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Vending machine operators and retailers |
Support at the till, with or without an existing till connection (standalone). |
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Service providers without their own 24/7 operations |
Coverage during off-peak hours or targeted relief for internal teams. |
Security and Compliance in the Payments Industry
Working with payment data requires compliance with strict regulations. Our processes are designed to be GDPR-compliant, with clear access rules and a high standard of data protection. We provide information on Approval Certificates and dates relating to PCI PTS, whilst our teams can advise on the relevant processes for PSD2, PSD3 and customer authentication.
How the collaboration with XELEO works
- Briefing and analysis. We review volumes, channels, systems and objectives together.
- Set-up and training. We put your team together and train them on your products and processes.
- Pilot phase. You start with a manageable part of the project and see how we work in practice before scaling up.
- Go-live and optimisation. Full-scale operation with transparent reporting and ongoing fine-tuning.
XELEO: the ideal partner for the payments sector
Are you looking for an experienced partner to provide payment support? For over 16 years, we have been managing or supporting customer service operations for various companies. Our focus is on telecommunications, energy supply and electric mobility: in other words, sectors where payment terminals and their integration with charging points, vending machines and point-of-sale systems are part of day-to-day operations.
What you can expect from us:
- First-level, second-level and on-site replacement services, all from a single source
- Teams trained on your products and familiar with your processes
- Expertise in payment terminal types, e-commerce, settlement and chargebacks
- Shared services, dedicated teams or a hybrid approach, depending on volume and budget
- A strong focus on the DACH region and support in ten languages.
We support merchants, payment service providers, CPOs and acquirers with 24/7 terminal support that can handle even high volumes.
Please feel free to contact us at any time via our contact form or on +43 2742/28520. We look forward to discussing your project with you!
