Listen to your customers and improve your product. At PaySimple, this is a hard and fast rule that we live by.  The feedback that we receive from our merchants, the people using the product day in and day out, is invaluable to the continued growth and improvement of our online payment solution.

As such, our customer care team often receives feedback like, “When are you going to add XYZ feature?” or, “It would be great if this feature could also do XYZ.” So what do we do with that feedback?

We track and log all of our product suggestions, and forward those suggestions on to our Product Development team.  The team then prioritizes the feature enhancements (based on number of requests, scope to build, etc.), discusses implementation, and creates the specifications.  While we do our best to prioritize and implement our product improvement suggestions, these enhancements are more difficult to execute than one might expect.  Adding features to an existing product takes a lot of thought and testing in order to execute effectively.  Many times, a seemingly simple improvement or new feature will require pages of specifications in order to make sure that all areas of the product that it touches are considered.

Some of the recent feature requests we’ve added to our system based on user feedback are: future one-time payment scheduling, partial refunds for credit card transactions, defined amounts on payment forms, and many others.  We continue to track and log suggestions and work to introduce new features with each monthly release to the product.

The PaySimple Care team is extremely accessible and welcomes feedback and suggestions.  Our merchants can reach us by phone, email, or by creating their own Support Request tickets online.

PaySimple would not be where we are today without the support and feedback from our merchants.  We know that creating a product that works seamlessly for hundreds of business types is not easy, and we owe a lot of our success to the feedback that we’ve received (in addition to a dedicated and talented technology team)!  We hope to continue to innovate and make the product better and easier to use with every release to the system.  Stay tuned…

Leah Bowes

Leah Bowes

My name is Leah Bowes and I am the VP of Customer Experience. I headup the Customer Success and Customer Care teams and own the holistic “customer experience,” ensuring that we provide consistent communication, ongoing product improvements, access to educational materials, and strong relationship development and support. I have been a member of the PaySimple team since January of 2009. I am originally from New Jersey, and although I don’t have an accent (most of the time), I still consider myself a little bit of a “Jersey Girl.” I love to read, write, paint, entertain and cook, run, do yoga, spend time with family, friends, and our new pup, listen to live music, and travel.

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