Bright Pattern, a provider of the next generation of cloud contact center and customer experience management solutions has Better CS, a Business Process Outsourcer (BPO) to help retailers mitigate losses from credit card chargebacks.
Credit card chargebacks is the reversal of sales. It happens when the credit card company refuses to pay the charges; those charges are charged back to the merchant, along with any penalties and fees that may have occurred.
In the online retail shopping sphere, the reversal of a credit card purchase – is a fact of life for merchants, and most common in the online retail vertical. When a customer can't get satisfaction over the phone through a retailer's contact center due to poor customer service, their next step typically is to turn to their bank and dispute the credit card charge.
Consistent high volumes of chargebacks can result in the cancellation a merchant's account. It also impact the company's top line due to being unable to accept the most convenient form of payment; companies scramble to establish a new merchant account to accept credit card payments again. In addition, the fees that banks levy on chargebacks are steep, and can accrue, generating significant losses.
Reviving the potential of chargebacks marketplace, David Jones, president of Better CS, identified an opportunity. His value-added Business Process Outsourcing (BPO) firm offloads the contact center customer service function from his customers, and, unlike many BPOs that focus on day-in-day-out contact center execution, provides guidance on improving customer service, and other business processes. For the contact center functionality, David chose Service Pattern, a cloud contact center solution from Bright Pattern.
David explained in a statement, "the Bright Pattern solution is very intuitive for administrators and agents alike. It's a user friendly platform. The software-as-a-service model gives me the flexibility to have agents work at home, and lets me pay as I use the service, rather than making huge upfront investments in telecommunications equipment."
Edited by Maurice Nagle