03/05/2013

Shift4 Support Strives for One-Call Resolutions

Your most recent batch isn’t transmitting properly, so you call Shift4 Support and say, “Help! I’ve got a problem!”
When you’ve got a system issue or question, you need it fixed. So when you call Shift4, we give your call the time and attention it deserves. Our support staff is available 24/7 to provide you the help you need, hopefully in just one call.

But just as a reporter needs to ask the Who, What, When, Where, and Why questions (or as we like to call them, the 5 Ws) to get the full story, we need to ask those questions, too. In fact, the 5 Ws is just what we call the intake process of your system issue here at our call center. Since we can’t be there in person when issues occur, we need you to be our eyes and ears. We’ll ask you questions like what happened, where it happened, and who is involved so we can provide you with the most accurate and helpful assistance. After all, we want to treat the root of the problem, not just one of the symptoms.

Our goal is to resolve your issue in just one call. Whether you’re a new or existing customer, please know we have only your business needs in mind and making the most of your time during a support call is our goal. The more information we gather from you at the beginning of your call, the more efficiently we can address your issue. It may take a few extra minutes to gather this information from you, but we promise it’s worth it. So next time you have a question or issue, if you let us take a moment to gather the 5 Ws from you, we’ll be able to quickly assess the situation and get you back to running your business sooner.

As always, if there is anything we can help you with, please don’t hesitate to call us at 702.597.2480 (option 2), or email support@shift4.com. We look forward to working with you.