Payment Processes are Frustrating for Customers
In a recurring billing model, every billing cycle serves as an opportunity to engage with your subscribers. From setting up recurring payments to automatically charging customers each month, these touchpoints impact your brand value – for better or for worse. If your customers constantly experience hiccups related to payment processes, it can lead to dissatisfaction with your product or service as a whole.
Customers Want Convenient Payment Options
Modern ecommerce runs on a vast and diverse payment ecosystem. In addition to traditional credit cards and online banking, consumers want the option to pay with online wallets, prepaid cards, Buy Now Pay Later (BNPL), and mobile payments. And whatever payment method they choose, your customers want the entire experience to be simple.
You risk losing or alienating potential customers by not offering their preferred payment method. Choosing the right payments app makes it easy to connect your payment gateway directly to Salesforce. Chargent gives you access to over 30 of the most popular payment gateways, ensuring you have plenty of options when it comes to taking recurring payments in Salesforce.
Customers Demand Payment Data Security
Handing customer payment data with the utmost care and caution is table stakes for any online business. Breaches due to improper security protocols or carelessness put you at risk of financial or legal penalties, and critically, loss of customer trust.
Security standards like PCI compliance exist to help you manage that risk. Any online merchant or subscription business accepting credit card data from customers must uphold a series of security protocols to protect sensitive cardholder and authentication data.
Maintaining PCI compliance is essential for avoiding fines, penalties, and even the closure of your merchant accounts. Chargent customers have the advantage of reduced PCI scope, secure data handling, and ongoing management.
Customers Prefer Self-Service Options
Ecommerce has significantly increased the autonomy of online consumers. Customers expect self-service options to update and edit their payment information online, without having to contact customer care – or worse, speak to someone on the phone.
In keeping with consumer demand, Salesforce has evolved their commerce options. Salesforce customers can leverage Chargent with Salesforce Communities and empower their subscribers to update payment information, place new orders, view invoices, and request support and services.
Customers Expect Instant Resolution
Even with the best Salesforce recurring billing system in the world, you will receive the occasional customer complaints and requests for troubleshooting payment issues. In an ideal world, your customer service teams will have enough time on their hands to quickly resolve these.
But we don’t live in a perfect world. Your teams can’t manage everything manually with phone calls, emails, and spreadsheets.
Further complicating matters is the fragmentation of customer data and payment data in multiple silos. This usually happens when organizations have legacy accounting/subscription management software working alongside modern CRM platforms like Salesforce. So even if they had all the time in the world, your teams don’t have ready access to the relevant data.
Chargent solves this issue for our customers with Automated Collections. This add-on automates early-stage collections activities like dunning emails and payment retries, freeing your teams from the grind of manual collections, and empowering them to focus on their most high-touch cases.