Balancing ISV And Vendor Customer Support

A conversation with Dan Viscount, SVP and Co-General Manager, IPOS Division at EVO

A positive support experience is crucial for any ISVs customer retention rate. This can be tricky when an ISV has a wide range of integration partners. Dan Viscount — SVP and Co-General Manager, IPOS Division at EVO — recently spoke with The Business Solutions Network this and more.

Q: How can ISVs ensure customers have a seamless experience between its own support team and a payment processor’s support team?

Viscount: Unfortunately, customer demands dictate the market. The ISV naturally wants to be everything to everybody to gain adoption. The ISV needs to start with the partners with the largest net. Example: Card Acquirer, hardware vendor, terminal vendor, and third- party (one-to-many) gateways. ISV staff and preferred vendors learn and limit themselves to only a few interfaces and can slowly grow as they become comfortable.