Leading online payroll service leverages live chat to enhance its online customer care program and to affordably expand its hours of operation
About PayCycle, Inc.
PayCycle is America’s #1 online payroll service, serving more than 75,000 small businesses. PayCycle provides an easy-to-use, innovative, efficient online payroll service for small businesses, backed by outstanding customer support.
PayCycle also powers payroll services for leading financial institutions including Capital One and PNC Bank, and provides client payroll services through many of the nation’s accounting professionals. The PayCycle® service integrates with leading accounting programs such as QuickBooks®, Quicken®, Peachtree® and Microsoft® Money. PayCycle’s unique “Do-It-With-You” (DIWY SM) technology platform guides customers through the entire payroll process from paycheck to W-2 forms. PayCycle also holds PC Magazine’s highest editorial honor for small business payroll, the PC Magazine Editors’ Choice Award.
The Challenge
Customer care is a top priority for PayCycle. To ensure quality care is always provided, the company presents a survey at the end of customer interactions that asks “How’d we do?” From those customers calling in via the toll free number the response was always terrific. However, from those customers using the company’s online support, the results could have been better. Prior to chat, online customer care meant email; customers sent a message to the company’s customer care department and waited for a response. For time-pressed clients in the middle of processing payroll, email wasn’t a satisfying option.
Improving online customer support became a top priority at PayCycle. PayCycle customers are small business owners who often work seven days a week, and frequently wait until evenings and weekends to tackle administrative tasks, when the demands of running a business slow down. PayCycle realized that in order to achieve their goals for delivering the highest quality online customer care, they had to provide answers to customer questions quickly and in real time.
“Live chat works in a way that ultimately benefits our customers,” “We deployed the technology on the Web pages where we know our customers tend to have questions. Our chat agents see the exact pages the visitors are on and the issues they’re encountering. That means visitors don’t need to explain where they are in the process. This insight speeds the time to resolution, a huge benefit for our time-strapped customers.”
Kathleen E. Echeverria
Director of Support Training
& Development at PayCycle