{"id":351,"date":"2021-09-16T13:00:00","date_gmt":"2021-09-16T13:00:00","guid":{"rendered":"https:\/\/platforms.globalpayments.com\/en\/?p=351"},"modified":"2025-03-26T23:05:38","modified_gmt":"2025-03-26T23:05:38","slug":"creating-a-positive-customer-experience-in-payments","status":"publish","type":"post","link":"https:\/\/platforms.globalpayments.com\/en\/blog\/creating-a-positive-customer-experience-in-payments\/","title":{"rendered":"Creating a positive customer experience in payments"},"content":{"rendered":"<section class=\"blog-contents-block py-12 lg:py-24\" x-data=\"blogContents('', [])\">\n    <div class=\"container relative\">\n        <div class=\"flex flex-wrap -mt-8 lg:-mx-4\">\n            <div class=\"order-1 w-full mt-8 lg:px-4 lg:flex-1 lg:order-0\">\n                <div class=\"acf-innerblocks-container\">\n\n<p class=\"wp-block-paragraph\">If you have the resources and funding to maintain a fully owned and branded payments experience, then becoming a PayFac\u00ae is a no brainer. Good on you!\u00a0<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">However, most SaaS companies aren\u2019t there yet. If you find yourself desperately knitting a patchwork quilt of customer training documents, automation software, transaction emails, API calls, customer service requests and compliance checks, there is a better way. It\u2019s time to consider using an embedded payments partner to help support your customer experience as well as your business as a whole.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">In the past, the only real option in the Australian market for companies like yours was to go with an ISO who would completely control your customer communications with a one-size-fits all methodology. This creates a disjointed experience for your customers, such as having payment forms sitting outside of your platform on hosted pages and your brand not featured on communications. Maybe you\u2019ve already gone this route and know too well its shortcomings?<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Luckily, recent developments mean that some providers in the form of embedded payments partners now offer a more customisable experience where you can still get all the help you need with merchant onboarding and merchant management, but the actual payment software is fully embedded into your own platform, giving you the power to white-label and process payments all from within the one platform.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Your brand is also featured on emails, hosted payment pages, and application forms (to name a few), giving you the ability to create a smooth customer experience, without the in-house army required to manage it.&nbsp;<\/p>\n\n\n\n<div class=\"wp-block-custom-container bg-coral-200 mt-12 mb-0 pt-12 pb-12\"><div class=\"container\">\n<h3 class=\"wp-block-heading mb-0\" id=\"h-with-us-as-your-embedded-payments-partner-you-can-create-the-best-merchant-experience-and-enjoy-the-benefits-of-payment-facilitation-without-the-associated-risks-another-no-brainer\">With us as your embedded payments partner, you can create the best merchant experience and enjoy the benefits of payment facilitation without the associated risks. Another no-brainer.<\/h3>\n<\/div><\/div>\n\n<\/div>\n            <\/div>\n            <div class=\"w-full mt-8 lg:px-4 lg:max-w-96 lg:order-1\">\n                <div class=\"w-full lg:sticky lg:top-36\">\n                                                            <div class=\"flex flex-wrap items-center w-full gap-2 p-6\">\n                        <p class=\"!mb-0 text-brand-blue\">Share:<\/p>\n                        <div class=\"flex items-center gap-y-2 gap-x-4\">\n                            <a href=\"https:\/\/www.facebook.com\/sharer\/sharer.php?u=https:\/\/platforms.globalpayments.com\/en\/blog\/creating-a-positive-customer-experience-in-payments\/\">\n                                <svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"35\" height=\"35\" fill=\"none\">\n                                    <rect width=\"33.471\" height=\"33.471\" x=\".389\" y=\".951\" stroke=\"#262AFF\"\n                                        stroke-width=\".778\" rx=\"16.735\" \/>\n         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                     <rect width=\"33.471\" height=\"33.471\" x=\".514\" y=\".951\" stroke=\"#262AFF\"\n                                        stroke-width=\".778\" rx=\"16.735\" \/>\n                                    <path fill=\"#262AFF\"\n                                        d=\"M12.952 26.249H9.737V14.324h3.215v11.925Zm-1.607-13.3c-1.036 0-1.876-.857-1.876-1.912 0-1.056.84-1.913 1.876-1.913 1.035 0 1.875.857 1.875 1.912 0 1.056-.839 1.913-1.875 1.913Zm14.47 13.3H22.6v-6.075c0-3.652-4.287-3.375-4.287 0v6.075h-3.216V14.324h3.216v1.913c1.496-2.803 7.503-3.01 7.503 2.684v7.328Z\" \/>\n                                <\/svg>\n                            <\/a>\n                        <\/div>\n                    <\/div>\n                <\/div>\n            <\/div>\n        <\/div>\n    <\/div>\n<\/section>\n\n\n\n<div class=\"wp-block-custom-container bg-gradient-to-tr from-coral to-purple mt-0 mb-0 pt-24 pb-24\" style=\"background-image:url(https:\/\/platforms.globalpayments.com\/wp-content\/uploads\/2024\/12\/shape-bg.png);background-size:cover\"><div class=\"container\"><div class=\"columns-block max-w-2000 overflow-hidden\" id=\"columns-block_b9f71ffb21b8b63489dab032904ab5d0\">\n    <div class=\"flex flex-wrap columns-block-container -mx-5 -mt-12 justify-start\">\n<div class=\"column-block flex flex-col mt-12 px-5  w-full md:w-full lg:w-1\/2 xl:w-1\/2\"\n    id=\"column-block_f74c8631b5528f3a6e2fc1b24334a320\">\n    <div class=\"flex flex-col flex-grow rounded-xl relative  bg-transparent items-start justify-start\">\n\n<h4 class=\"wp-block-heading has-text-align-left has-h-3-font-size mb-0\" id=\"h-looking-for-more-personalised-advice\">Looking for more personalised advice?<\/h4>\n\n\n\n<div class=\"wp-block-buttons is-layout-flex wp-block-buttons-is-layout-flex\">\n<div class=\"wp-block-button has-custom-font-size has-lg-font-size\"><a class=\"wp-block-button__link has-white-color has-blue-default-background-color has-text-color has-background has-link-color wp-element-button\" href=\"https:\/\/platforms.globalpayments.com\/en\/get-started\/\">Speak to a specialist<\/a><\/div>\n<\/div>\n\n<\/div>\n<\/div>\n\n<\/div>\n<\/div>\n<\/div><\/div>\n\n\n\n<div class=\"wp-block-custom-container bg-transparent mt-12 mb-0 pt-12 pb-24\" ><div class=\"container\">\n<h2 class=\"wp-block-heading mb-0\" id=\"h-explore-more-blogs\">Explore more blogs<\/h2>\n\n\n<div class=\"related-blogs-block -mx-4 first:mt-0 mt-10\" id=\"related-blogs-block_27b065aba088e66974c4714182f39ed3\">\n        <div class=\"flex swiper related-blogs-swiper\">\n            <div class=\"items-stretch swiper-wrapper\">\n                                    <div class=\"flex h-full px-4 pt-5 swiper-slide\">\n                        <a class=\"flex flex-col justify-start flex-1 w-full h-full p-8 transition-colors duration-150 ease-in-out bg-white shadow-base hover:bg-neutral-lightest rounded-4xl 2xl:p-12\" href=\"https:\/\/platforms.globalpayments.com\/en\/blog\/the-ultimate-implementation-guide-for-software-payment-processing\/\">\n            <p class=\"text-base font-bold uppercase text-brand-blue\">\n            Blog post<\/p>\n                <h5 class=\"text-xl font-normal text-brand-black\">The ultimate implementation guide for software payment processing<\/h5>\n            \n  <\/a>\n                    <\/div>\n                                    <div class=\"flex h-full px-4 pt-5 swiper-slide\">\n                        <a class=\"flex flex-col justify-start flex-1 w-full h-full p-8 transition-colors duration-150 ease-in-out bg-white shadow-base hover:bg-neutral-lightest rounded-4xl 2xl:p-12\" href=\"https:\/\/platforms.globalpayments.com\/en\/blog\/payment-pricing-rba-reforms-software-partners\/\">\n            <p class=\"text-base font-bold uppercase text-brand-blue\">\n            Blog post<\/p>\n                <h5 class=\"text-xl font-normal text-brand-black\">Understanding payment pricing after the card surcharge reforms: A guide for software partners<\/h5>\n            \n  <\/a>\n                    <\/div>\n                                    <div class=\"flex h-full px-4 pt-5 swiper-slide\">\n                        <a class=\"flex flex-col justify-start flex-1 w-full h-full p-8 transition-colors duration-150 ease-in-out bg-white shadow-base hover:bg-neutral-lightest rounded-4xl 2xl:p-12\" href=\"https:\/\/platforms.globalpayments.com\/en\/blog\/what-is-changing-with-card-surcharging\/\">\n            <p class=\"text-base font-bold uppercase text-brand-blue\">\n            Blog post<\/p>\n                <h5 class=\"text-xl font-normal text-brand-black\">Card surcharge changes explained: What businesses need to know<\/h5>\n            \n  <\/a>\n                    <\/div>\n                                    <div class=\"flex h-full px-4 pt-5 swiper-slide\">\n                        <a class=\"flex flex-col justify-start flex-1 w-full h-full p-8 transition-colors duration-150 ease-in-out bg-white shadow-base hover:bg-neutral-lightest rounded-4xl 2xl:p-12\" href=\"https:\/\/platforms.globalpayments.com\/en\/resources\/videos\/unlocking-growth-software-led-payments-transform-platforms-and-revenue\/\">\n            <p class=\"text-base font-bold uppercase text-brand-blue\">\n            video<\/p>\n                <h5 class=\"text-xl font-normal text-brand-black\">Unlocking growth: Software-led payments transform platforms and revenue<\/h5>\n            \n  <\/a>\n                    <\/div>\n                                    <div class=\"flex h-full px-4 pt-5 swiper-slide\">\n                        <a class=\"flex flex-col justify-start flex-1 w-full h-full p-8 transition-colors duration-150 ease-in-out bg-white shadow-base hover:bg-neutral-lightest rounded-4xl 2xl:p-12\" href=\"https:\/\/platforms.globalpayments.com\/en\/blog\/fraud-is-no-longer-a-merchant-problem-its-a-platform-imperative\/\">\n            <p class=\"text-base font-bold uppercase text-brand-blue\">\n            Blog post<\/p>\n                <h5 class=\"text-xl font-normal text-brand-black\">Fraud is no longer a merchant problem\u2014it\u2019s a platform imperative<\/h5>\n            \n  <\/a>\n                    <\/div>\n                                    <div class=\"flex h-full px-4 pt-5 swiper-slide\">\n                        <a class=\"flex flex-col justify-start flex-1 w-full h-full p-8 transition-colors duration-150 ease-in-out bg-white shadow-base hover:bg-neutral-lightest rounded-4xl 2xl:p-12\" href=\"https:\/\/platforms.globalpayments.com\/en\/resources\/podcast\/a-look-at-how-fraudsters-are-using-ai-to-perpetuate-payments-fraud\/\">\n            <p class=\"text-base font-bold uppercase text-brand-blue\">\n            podcast<\/p>\n                <h5 class=\"text-xl font-normal text-brand-black\">A look at how fraudsters are using AI to perpetuate payments fraud<\/h5>\n            \n  <\/a>\n                    <\/div>\n                                    <div class=\"flex h-full px-4 pt-5 swiper-slide\">\n                        <a class=\"flex flex-col justify-start flex-1 w-full h-full p-8 transition-colors duration-150 ease-in-out bg-white shadow-base hover:bg-neutral-lightest rounded-4xl 2xl:p-12\" href=\"https:\/\/platforms.globalpayments.com\/en\/blog\/how-software-companies-can-protect-merchants-from-cyber-attacks\/\">\n            <p class=\"text-base font-bold uppercase text-brand-blue\">\n            Blog post<\/p>\n                <h5 class=\"text-xl font-normal text-brand-black\">How software companies can protect merchants from cyber-attacks<\/h5>\n            \n  <\/a>\n                    <\/div>\n                                    <div class=\"flex h-full px-4 pt-5 swiper-slide\">\n                        <a class=\"flex flex-col justify-start flex-1 w-full h-full p-8 transition-colors duration-150 ease-in-out bg-white shadow-base hover:bg-neutral-lightest rounded-4xl 2xl:p-12\" href=\"https:\/\/platforms.globalpayments.com\/en\/blog\/the-advantages-of-an-expert-guided-implementation-of-digital-payment-solutions\/\">\n            <p class=\"text-base font-bold uppercase text-brand-blue\">\n            Blog post<\/p>\n                <h5 class=\"text-xl font-normal text-brand-black\">The advantages of an expert-guided implementation of digital payment solutions<\/h5>\n            \n  <\/a>\n                    <\/div>\n                                    <div class=\"flex h-full px-4 pt-5 swiper-slide\">\n                        <a class=\"flex flex-col justify-start flex-1 w-full h-full p-8 transition-colors duration-150 ease-in-out bg-white shadow-base hover:bg-neutral-lightest rounded-4xl 2xl:p-12\" href=\"https:\/\/platforms.globalpayments.com\/en\/blog\/payment-fraud-its-more-common-than-you-think\/\">\n            <p class=\"text-base font-bold uppercase text-brand-blue\">\n            Blog post<\/p>\n                <h5 class=\"text-xl font-normal text-brand-black\">Payment fraud: It\u2019s more common than you think\u00a0<\/h5>\n            \n  <\/a>\n                    <\/div>\n                                    <div class=\"flex h-full px-4 pt-5 swiper-slide\">\n                        <a class=\"flex flex-col justify-start flex-1 w-full h-full p-8 transition-colors duration-150 ease-in-out bg-white shadow-base hover:bg-neutral-lightest rounded-4xl 2xl:p-12\" href=\"https:\/\/platforms.globalpayments.com\/en\/blog\/how-to-prepare-for-the-new-pci-dss-4-0-requirements\/\">\n            <p class=\"text-base font-bold uppercase text-brand-blue\">\n            Blog post<\/p>\n                <h5 class=\"text-xl font-normal text-brand-black\">How to prepare for the new PCI DSS 4.0 requirements<\/h5>\n            \n  <\/a>\n                    <\/div>\n                                    <div class=\"flex h-full px-4 pt-5 swiper-slide\">\n                        <a class=\"flex flex-col justify-start flex-1 w-full h-full p-8 transition-colors duration-150 ease-in-out bg-white shadow-base hover:bg-neutral-lightest rounded-4xl 2xl:p-12\" href=\"https:\/\/platforms.globalpayments.com\/en\/blog\/pcidss\/\">\n            <p class=\"text-base font-bold uppercase text-brand-blue\">\n            Blog post<\/p>\n                <h5 class=\"text-xl font-normal text-brand-black\">What is PCI DSS<\/h5>\n            \n  <\/a>\n                    <\/div>\n                                    <div class=\"flex h-full px-4 pt-5 swiper-slide\">\n                        <a class=\"flex flex-col justify-start flex-1 w-full h-full p-8 transition-colors duration-150 ease-in-out bg-white shadow-base hover:bg-neutral-lightest rounded-4xl 2xl:p-12\" href=\"https:\/\/platforms.globalpayments.com\/en\/resources\/ebook\/merchant-migration-playbook\/\">\n            <p class=\"text-base font-bold uppercase text-brand-blue\">\n            ebook<\/p>\n                <h5 class=\"text-xl font-normal text-brand-black\">Merchant Migration Playbook<\/h5>\n            \n  <\/a>\n                    <\/div>\n                                    <div class=\"flex h-full px-4 pt-5 swiper-slide\">\n                        <a class=\"flex flex-col justify-start flex-1 w-full h-full p-8 transition-colors duration-150 ease-in-out bg-white shadow-base hover:bg-neutral-lightest rounded-4xl 2xl:p-12\" href=\"https:\/\/platforms.globalpayments.com\/en\/blog\/why-embedded-payments-are-transforming-the-healthcare-experience\/\">\n            <p class=\"text-base font-bold uppercase text-brand-blue\">\n            Blog post<\/p>\n                <h5 class=\"text-xl font-normal text-brand-black\">Why\u00a0embedded payments are transforming the healthcare experience<\/h5>\n            \n  <\/a>\n                    <\/div>\n                                    <div class=\"flex h-full px-4 pt-5 swiper-slide\">\n                        <a class=\"flex flex-col justify-start flex-1 w-full h-full p-8 transition-colors duration-150 ease-in-out bg-white shadow-base hover:bg-neutral-lightest rounded-4xl 2xl:p-12\" href=\"https:\/\/platforms.globalpayments.com\/en\/blog\/grow-your-field-service-platforms\/\">\n            <p class=\"text-base font-bold uppercase text-brand-blue\">\n            Blog post<\/p>\n                <h5 class=\"text-xl font-normal text-brand-black\">How to grow your field service platform&#039;s revenue up to 3x with payments<\/h5>\n            \n  <\/a>\n                    <\/div>\n                                    <div class=\"flex h-full px-4 pt-5 swiper-slide\">\n                        <a class=\"flex flex-col justify-start flex-1 w-full h-full p-8 transition-colors duration-150 ease-in-out bg-white shadow-base hover:bg-neutral-lightest rounded-4xl 2xl:p-12\" href=\"https:\/\/platforms.globalpayments.com\/en\/resources\/ebook\/power-of-vertical-saas\/\">\n            <p class=\"text-base font-bold uppercase text-brand-blue\">\n            ebook<\/p>\n                <h5 class=\"text-xl font-normal text-brand-black\">Vertical SaaS: Miss the moment, miss the market<\/h5>\n            \n  <\/a>\n                    <\/div>\n                                    <div class=\"flex h-full px-4 pt-5 swiper-slide\">\n                        <a class=\"flex flex-col justify-start flex-1 w-full h-full p-8 transition-colors duration-150 ease-in-out bg-white shadow-base hover:bg-neutral-lightest rounded-4xl 2xl:p-12\" href=\"https:\/\/platforms.globalpayments.com\/en\/blog\/the-in-person-payments-opportunity\/\">\n            <p class=\"text-base font-bold uppercase text-brand-blue\">\n            Blog post<\/p>\n                <h5 class=\"text-xl font-normal text-brand-black\">The in\u2011person payments opportunity: How card\u2011present payments boost SaaS revenue<\/h5>\n            \n  <\/a>\n                    <\/div>\n                                    <div class=\"flex h-full px-4 pt-5 swiper-slide\">\n                        <a class=\"flex flex-col justify-start flex-1 w-full h-full p-8 transition-colors duration-150 ease-in-out bg-white shadow-base hover:bg-neutral-lightest rounded-4xl 2xl:p-12\" href=\"https:\/\/platforms.globalpayments.com\/en\/blog\/integrated-vs-embedded-payments\/\">\n            <p class=\"text-base font-bold uppercase text-brand-blue\">\n            Blog post<\/p>\n                <h5 class=\"text-xl font-normal text-brand-black\">Integrated vs. embedded payments: The strategic decision for vertical SaaS<\/h5>\n            \n  <\/a>\n                    <\/div>\n                                    <div class=\"flex h-full px-4 pt-5 swiper-slide\">\n                        <a class=\"flex flex-col justify-start flex-1 w-full h-full p-8 transition-colors duration-150 ease-in-out bg-white shadow-base hover:bg-neutral-lightest rounded-4xl 2xl:p-12\" href=\"https:\/\/platforms.globalpayments.com\/en\/customers\/xoda\/\">\n            <p class=\"text-base font-bold uppercase text-brand-blue\">\n            case-study<\/p>\n                <h5 class=\"text-xl font-normal text-brand-black\">Powering seamless fitness experiences with embedded payments at Xoda<\/h5>\n            \n  <\/a>\n                    <\/div>\n                                    <div class=\"flex h-full px-4 pt-5 swiper-slide\">\n                        <a class=\"flex flex-col justify-start flex-1 w-full h-full p-8 transition-colors duration-150 ease-in-out bg-white shadow-base hover:bg-neutral-lightest rounded-4xl 2xl:p-12\" href=\"https:\/\/platforms.globalpayments.com\/en\/resources\/videos\/growth-journey-for-platform-partners\/\">\n            <p class=\"text-base font-bold uppercase text-brand-blue\">\n            video<\/p>\n                <h5 class=\"text-xl font-normal text-brand-black\">Growth Journey for Platform Partners<\/h5>\n            \n  <\/a>\n                    <\/div>\n                                    <div class=\"flex h-full px-4 pt-5 swiper-slide\">\n                        <a class=\"flex flex-col justify-start flex-1 w-full h-full p-8 transition-colors duration-150 ease-in-out bg-white shadow-base hover:bg-neutral-lightest rounded-4xl 2xl:p-12\" href=\"https:\/\/platforms.globalpayments.com\/en\/resources\/videos\/revenue-opportunity-for-partners\/\">\n            <p class=\"text-base font-bold uppercase text-brand-blue\">\n            video<\/p>\n                <h5 class=\"text-xl font-normal text-brand-black\">Revenue Opportunity for Partners<\/h5>\n            \n  <\/a>\n                    <\/div>\n                                    <div class=\"flex h-full px-4 pt-5 swiper-slide\">\n                        <a class=\"flex flex-col justify-start flex-1 w-full h-full p-8 transition-colors duration-150 ease-in-out bg-white shadow-base hover:bg-neutral-lightest rounded-4xl 2xl:p-12\" href=\"https:\/\/platforms.globalpayments.com\/en\/resources\/videos\/how-is-worldpay-for-platforms-owning-it-for-their-customers\/\">\n            <p class=\"text-base font-bold uppercase text-brand-blue\">\n            video<\/p>\n                <h5 class=\"text-xl font-normal text-brand-black\">How is Global Payments for Platforms owning it for their customers<\/h5>\n            \n  <\/a>\n                    <\/div>\n                                    <div class=\"flex h-full px-4 pt-5 swiper-slide\">\n                        <a class=\"flex flex-col justify-start flex-1 w-full h-full p-8 transition-colors duration-150 ease-in-out bg-white shadow-base hover:bg-neutral-lightest rounded-4xl 2xl:p-12\" href=\"https:\/\/platforms.globalpayments.com\/en\/resources\/videos\/what-differentiates-worldpay-for-platforms\/\">\n            <p class=\"text-base font-bold uppercase text-brand-blue\">\n            video<\/p>\n                <h5 class=\"text-xl font-normal text-brand-black\">What differentiates Global Payments for Platforms<\/h5>\n            \n  <\/a>\n                    <\/div>\n                                    <div class=\"flex h-full px-4 pt-5 swiper-slide\">\n                        <a class=\"flex flex-col justify-start flex-1 w-full h-full p-8 transition-colors duration-150 ease-in-out bg-white shadow-base hover:bg-neutral-lightest rounded-4xl 2xl:p-12\" href=\"https:\/\/platforms.globalpayments.com\/en\/resources\/videos\/whats-exciting-our-team-about-the-future-of-embedded-payments\/\">\n            <p class=\"text-base font-bold uppercase text-brand-blue\">\n            video<\/p>\n                <h5 class=\"text-xl font-normal text-brand-black\">What&#039;s exciting our team about the future of embedded payments<\/h5>\n            \n  <\/a>\n                    <\/div>\n                                    <div class=\"flex h-full px-4 pt-5 swiper-slide\">\n                        <a class=\"flex flex-col justify-start flex-1 w-full h-full p-8 transition-colors duration-150 ease-in-out bg-white shadow-base hover:bg-neutral-lightest rounded-4xl 2xl:p-12\" href=\"https:\/\/platforms.globalpayments.com\/en\/resources\/videos\/tokenisation\/\">\n            <p class=\"text-base font-bold uppercase text-brand-blue\">\n            video<\/p>\n                <h5 class=\"text-xl font-normal text-brand-black\">Tokenisation<\/h5>\n            \n  <\/a>\n                    <\/div>\n                            <\/div>\n            <div class=\"flex flex-wrap items-end justify-between w-full px-4 mt-10 md:flex-nowrap\">\n                <div class=\"relative flex items-center gap-4 px-0 mb-4 md:mb-0 lg:pr-10\">\n                    <button type=\"button\" class=\"cursor-pointer group swiper-prev\" aria-label=\"Previous page\">\n                        <svg width=\"40\" height=\"40\" viewBox=\"0 0 40 40\" fill=\"none\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n                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