Reaching out to a customer once is often not enough, it can take a little bit of encouragement. Ensuring your strategy includes follow-up communications will help you to build your relationships with your customers. They will also feel that they will have support from you as and when they need it.

Understanding what is holding them back from getting compliant and letting them know that you understand them is often the key to engaging them in the compliance process. Successful communication strategies in our experience are those that allow for flexibility and understanding.

Flexibility by channel is important in that your customers can communicate with you via their preferred channel. By understanding the challenges your customers face, you can ensure that you provide them with support as and when they need it.  Being consistent and steadfast with a combination of communications is vital for a successful communication strategy.  

From warming your customer up with posted letters and emails to more personal encouragement and help to complete their compliance with outbound phone calls if needed.

Outbound

When it comes to outbound calls it is important to have dedicated staff that are trained and knowledgeable enough to be able answers all your customers queries and guide them through the process. Using a third party is a great way to ensure general customer service levels are not impacted, however outsourcing can have its drawbacks.

Bringing third parties up to speed on the specific nuances of your industry and solutions can prove challenging. So how do you solve this? Work with a provider who is familiar with your industry.

Working with some of the largest acquiring organistions in the world and across the full range of merchant levels, gives Sysnet a very unique insight into how compliance is managed from a merchant as well as an acquirer perspective.

Merchant Contact Services is a scalable, on-demand merchant support service that provides acquiring organisations with a range of inbound and outbound contact services, including tailored compliance outreach programmes.

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