Covid-19: We want to keep you updated on our approach during these difficult times. Read more

 

What you tell us about our service

We welcome feedback - good and not so good. Being human, we of course prefer a compliment, but if feedback is negative we don’t ignore it. Problems get escalated, relevant departments and teams get together and we work to resolve the issue, and improve the process where necessary.

When you talk to us, we listen.

We’re constantly striving to be better, so as well as reacting to your feedback, we actively seek it in our customer surveys.
We offer these to every one of you who contacts us after any interaction with our customer support team.

Here’s some of the recent things we’ve learned from those surveys.

Being attentive is more important than being hasty

We answer 95% of calls to us within 15 seconds, yet we never rush you. We’re mindful that the range of queries in our industry can be vast, so we allow as much time as you need.

We track this monthly to see if we need to make adjustments. As a result, recent changes we’ve made include:

  • Recruiting and training more people to be available to help you. Which saw us improve from answering 80% of calls in 20 seconds to 95% in 15!
  • We’ve also increased the autonomy of our colleagues taking your calls so there is less need to ‘refer-up’.
Mondrian Hotel reception
Mondrian Hotel reception

Problem solving 

The payments industry is complex. You know that - it’s why you came to Elavon to help you. Our technical support teams are available 24 hours a day, seven days a week, with our customer service team open 8am-8pm five days a week. When you call, we’re ready to help. From discussing your first statement to supporting you through the process of a chargeback, should you ever face one!

We resolve 9 out of 10 calls the first time you contact us – but because of the breadth of topics you call us for some do take longer than others, and sometimes involve a follow-up. 

Customer Satisfaction

We’re always aiming for a full five out of five. But in an industry that’s (rightly) heavily regulated to protect you, there are often changes we play a role in implementing even when we haven’t devised them. Sometimes that reflects in feedback and impacts on us, in the middle. We understand that. It is part of being your payments partner and part of the financial services world we operate in.

Recent regulatory projects included the European Payment Services Directive 2 (PSD2), Secure Customer Authentication (SCA) and Customer Due Diligence (CDD).

Mondrian Hotel reception

Your reliable, resilient and ready-to-help payments partner

When a virus no-one can see made us change in ways you didn’t notice.

Support is available on
1850 20 2120

·  Technical support is available 24/7 (Choose option 1)

·  Customer care is available 8am-8pm Monday to Friday (Choose option 2)

·  For supplies (Choose option 3)

 

We’re also expanding the ways you can
reach us when things aren’t urgent:

·   You can now request a call back within 48 hours.

·   You can email queries@elavon.com

If you’re with another payments provider and reading this has you thinking
‘why aren’t I with Elavon Europe?’ then talk to us.