NOVA Corporation, one of the five largest integrated transaction processors in the nation, announced the launch of its “You’ve Got Help” campaign with the introduction of a new interactive channel, , for its customers. The channel provides a range of functionality from resolving common questions to adding services directly via the Internet.
As part of the company’s on-going customer service strategy, the site will enable merchants to:
* View recent deposits
* Order supplies direct from the web site
* View the status of pending chargebacks and retrievals
* Review the status of outstanding equipment orders (including the shipping/tracking number)
* Email questions into a customer service agent
“An important part of providing good customer service is understanding our client’s business needs,” said NOVA Chairman and CEO, Edward Grzedzinski. “The launch of http://www.merchantconnect.com gives our clients another tool to address their need to operate more effectively and efficiently.”
NOVA will continue to provide support to merchants through its 24-hour call center in addition to this new web enabled customer channel. Merchants now have the flexibility to utilize either an on-line approach or to talk directly to a call center agent for their business needs.
NOVA commissions the Center for Governmental Services at Auburn University to perform an annual Customer Satisfaction Survey of its merchants. The purpose of the survey is to identify NOVA’s customer’s needs and expectations and measure its performance against those needs. The results of the survey indicate on a consistent basis over 91% of its clients rated NOVA a 9 or above on a 10 point satisfaction scale. These merchants stated that they would recommend NOVA because of satisfaction with overall service.
“Customers are driving the innovations and expectations in the customer support market,” said NOVA Senior Executive Vice President and CIO Pam Joseph. “We have listened to our merchant feedback and it tells us Web enabled customer support is in demand.”
NOVA supports transaction processing for all major credit cards including private label. NOVA also provides access to debit card processing and check verification services. The company has developed a sophisticated operating environment which retains control of virtually all of the processing steps from customer service and sales support, to network development, data transmission and electronic capture of billing information.
About NOVA Corporation
NOVA Corporation (“NOVA”), headquartered in Atlanta, Georgia, manages and transports payment and other business information on behalf of retailers, community banks and financial institutions. NOVA specializes in providing integrated credit and debit card payment and information processing services, related software application products and value added services to more than 480,000+ merchants in the U.S. NOVA merchant customers typically include small- to medium-sized merchants that require a full spectrum of processing services.Details