White EFTPOS terminal, featuring EFTPOS Reliability, Security, Communication, and training

In the modern world, a customer’s payment experience is primarily defined by how fast and smooth the process is, whether that’s executed through a mobile EFTPOS terminal or a cash transaction.

But when it comes to EFTPOS transactions, it all comes down to consistent, secure service. Over our 10+ years in the industry, we have determined the four key elements that create an electronic transaction process for the customer that’s, fast, easy, and efficient.

1. Reliability

EFTPOS machines are the primary method of payment for most New Zealand customers. Most transactions are performed through these devices, which means that business owners need a terminal that is as reliable as possible. If your EFTPOS machine gives out in the middle of a busy day, your business stands to lose a large number of its sales from that day. Not only that, but you may also need to deal with the maintenance costs of repairing the machine.

It is key to invest in a machine that will withstand the traffic your business sees and provides uninterrupted services. Therefore, it’s prudent to take some time and research the right model for your business. Consider the kinds of payments your business most commonly sees and the products you sell, as well as watch out for any peak business hours. For example, would contactless payments provide a helpful boost to transaction speed in your business’ busy hours?

2. Security

This is an element that’s crucial, from the perspective of both customer and business owner. You require peace of mind, an assurance that your funds have made it to the bank, and your customer needs to know that their payment details are shielded from potential hackers.

Ingenico EFTPOS machines from Skyzer are all PCI compliant, which means they have been accredited by the PCI Security Standards Council, and locally in New Zealand by Payments NZ to the highest security standard, allowing transactions to occur with the lowest possible risk of interception. The assessments are rigorous and check the EFTPOS hardware for security before the machines are connected to the network of all banks in New Zealand.

3. Communication

The best way to keep your EFTPOS terminal constantly connected—and therefore consistently servicing customers—is to have more than one kind of connection set up in advance. For example, if your terminal’s primary method of connection is the Internet and that fails, having the telephone connection as a backup will mean that you can still process payments. The primary link will operate independently for most of the business day, but should that link fail the secondary link will dynamically kick in and provide a seamless service, optimising business efficiency and helping you deliver a great customer experience.

Your EFTPOS machine is part of a network of communication that relies on the Internet, a broadband/telephone, or a GPRS connection. The stability of your chosen connection is a key factor in maintaining your business’ customer service, no matter what.

4. Training

EFTPOS training is often overlooked by companies, especially smaller ones, but it shouldn’t be. If your staff knows how to effectively process transactions on the machines your business uses, then they will be able to troubleshoot any issues that come up during the day-to-day operations of the store. Rather than halting business in an effort to fix the problem, they can calmly assess what is causing the issue and resolve it themselves. Getting your staff proficient in managing your system will save you plenty of time and resources in the long run.

However, this does not mean that you won’t be needing your provider’s support. Sometimes, the issue is not something that the employee is able to resolve quickly. In that case, you should have a reliable EFTPOS provider with constant support for your staff on hand, such as a helpline, that can assist them with solving the problem as fast as possible.

To sum up, there are four things that you can do to ensure your EFTPOS machine provides an efficient customer experience:

  1. Do your research before purchasing an EFTPOS machine, and choose one that covers what your business needs.
  2. Ensure your machine is PCI compliant and has an appropriate backup method.
  3. Have a secondary link in place to keep the EFTPOS terminal running in the event of a failure.
  4. Train your staff to be able to troubleshoot basic issues, and have a good EFTPOS provider with constant support on hand.

Cover each of these steps, and your business will operate as smoothly as possible every single day.

If you still need further help finding the right payment solution for your business give us a call today and we would be happy to assist you.

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