When a software company launches and scales a payments business (a smart move), it meaningfully increases the value of the company by accelerating and diversifying revenue. For many SaaS businesses, embedded payments can unlock a significant boost in average revenue per user—often more than doubling it—while also improving retention. After all, customers are far less likely to switch off both the software that powers their business and the system that enables them to get paid.
While the benefits of embedded payments are clear, delivering a great payments experience requires ongoing investment—especially when it comes to support. As we’ve covered before in our post on the importance of selling payments, software companies need to develop new capabilities to succeed in this space. Today, we’re focused on one of the most important: supporting your payments customers.
Payments are the lifeblood of your customers’ businesses. If a business can’t get paid, everything else grinds to a halt. Whether a customer is setting up a new merchant account, updating their bank account for payouts, reconciling transactions, or disputing a chargeback in their merchant portal, they need fast, clear, and reliable support.
That’s where Forward’s Partner Portal comes in. It gives software companies a complete view of their payments program and enables support teams to quickly drill into specific merchant accounts to troubleshoot issues or take action on a customer’s behalf. Support specialists can also use “ghost mode” to view the merchant portal exactly as the customer sees it, making it easier to guide them to a resolution in real-time.
The result? Higher customer satisfaction, fewer support hours, and a smooth-running payments business.
