Paymerang Employees Give Insight on Delivering an Exceptional Customer Service Experience for Clients

Paymerang prides itself on a white-glove approach to doing business and delivers fantastic products and amazing customer experiences for its clients.

Recently, two employees sat down and shared their experiences working in Client Success and Customer Service at Paymerang and gave insight into what it takes to deliver five-star customer service.

Kai Evans, Senior Client Account Manager and Account Executive

How long have you worked at Paymerang, and what’s your role there?

I’ve been at Paymerang since 2019. As a Senior Client Account Manager and Account Executive, I build and maintain strong, long-lasting client relationships. I ensure our solutions are delivered quickly and accurately according to client needs and help them with any challenging requests or issues.

What sets the Paymerang customer experience apart from other companies?

The customer’s experience working with Paymerang is exceptional. We hear from many of our clients that they wonder why they didn’t implement it sooner. Most software companies have automated bots replying to customer issues, and that’s not the case at Paymerang. Every client gets their own client account manager who is readily available to assist in any way. Being customer-centered is simply part of our DNA.

Paymerang is more than just a software company; it’s a true partnership. On top of making companies cloud-based and more efficient, how does that take them to the next level?

Paymerang is a business with a heart. We offer simple, intuitive, complimentary products that help business offices automate their finance processes. However, the way we do it is a bit different. At Paymerang, we have a dedicated group of professionals that bring compassion to this. When you marry the two, you create a partnership where each side helps the other—us assisting the clients with effective product solutions and receiving feedback to develop intuitive, relevant products that meet them where they are. This isn’t something that is forced, coerced, or robotic.  It’s something that is real and moved along with that big heart in mind.

Can you speak to Paymerang being an extension of an organization’s Accounts Payable department?

Paymerang effectively is an extension of these business offices in that we create efficiencies through our products that allow business offices to pivot their headcount into places with higher priority. Additionally, we enable them to work remotely to continue to move information and make payments on time, even if not in the office.

We really pride ourselves on that and have been happy to hear routinely from our clients that without it, they wouldn’t know how they would have made it through the business continuity challenges of shifting to a hybrid work model.

Could you describe a moment you felt a sense of pride after helping a client through an issue or misunderstanding about Paymerang’s platform?

We feel pride and appreciation daily when speaking with our clients. Not because we’ve overcome some mountain of difficulty but because we often hear that we are meeting their challenges and listening to what they say. There are times when there may be issues, but the experience is overwhelmingly positive with our partners.

How do you personally show clients how valuable they are?

Above all, we do everything with the customer in mind because we value customer focus. Our annual reviews always ask, “can you provide us feedback?” This lets the customer know that they and their experience are important to us. We use that feedback to fine-tune our existing products or create new ones to serve them better. Additionally, the Paymerang team has unique, transparent relationships with clients that allow us to get to know them more personally.

Anneliese Grant, Healthcare and Senior Living Account Manager

How long have you worked at Paymerang, and what’s your role there?

I started working at Paymerang during the summer of 2021. As a Client Account Manager, I build relationships, solve problems, and optimize account performance for our Healthcare and Senior Living clients.

Paymerang values customer focus. How do you go the extra mile to show Paymerang customers how valuable they are and build stronger relationships with them in your role as a Client Account Manager?

That starts from the first opportunity when the account managers meet our clients, typically around the 90-day mark. We are fortunate to build off the relationship that the implementation specialist has already started. I think it’s important to establish right away: What are the client’s goals, expectations, and particulars and confirm that right up front so that they know I’m taking care of their details and up to speed. This lets them know that I will go that extra mile from the first day moving forward, making sure they are set up for success.

What was it like to help Healthcare and Senior Living clients navigate unexpected challenges throughout the pandemic?

These two industries have been extremely affected by the pandemic. All of them are experiencing staffing issues, a lot of turnovers, and trouble finding folks. Making at least one part of their day a little bit easier is extremely rewarding. I hope it takes some work off their plates so they can focus on their team and patients and offer the best service possible.

What is your favorite part about getting to help a client troubleshoot problems or issues they are having with Paymerang’s platform?

My favorite part about troubleshooting is getting to the resolution– finding that solution, getting an answer, and getting things solved.

What traits are essential to have when serving in a customer service role?

I think the biggest one is empathy. Being able to meet someone where they are with their stress level and understand why it’s important and why it’s bothering them is essential.

Could you describe a moment you felt a sense of pride after helping a client through an issue or misunderstanding with the platform?

I had a client that was having an issue uploading their payment file and was able to investigate, figure out the problem, and what started as a challenging phone call turned into learning about my client’s dog, who had passed away recently. It was a nice emotional connection between us and a way to take a very challenging situation and make it a relationship-building experience.

Building authentic relationships and providing best-in-class software solutions enables Paymerang to offer a superior experience for customers, empowering finance departments nationwide.

Jaclyn Barton

Jaclyn Barton