INTRODUCTION

A global payment technology provider supporting businesses with payment software and physical payment terminals needed a reliable technical support partner as it onboarded a new enterprise customer.

The customer required bilingual English-French technical support to assist businesses with payment processing, terminal functionality, account access, and software-related issues. Tollanis provided a dedicated team of trained bilingual agents equipped to support the client's products, systems, and technical support processes while maintaining consistent service quality.

The Challenge: Scaling Support for a Critical Customer Onboarding

The client was onboarding a new enterprise customer that required reliable bilingual technical support in English and French.

With businesses relying on its payment solutions for day-to-day transactions, the client needed a support partner capable of quickly developing product knowledge while maintaining a high standard of service across both languages.

The key challenges included:

• Providing reliable English and French technical support
• Supporting businesses using payment terminals and software
• Ensuring agents were trained on the client's products, systems, and processes
• Handling a broad range of technical and account-related issues
• Maintaining consistent service quality during customer onboarding
• Meeting established QA and customer satisfaction expectations

Solution: Dedicated Bilingual Technical Support

Tollanis deployed a dedicated team of bilingual English-French technical support agents to support the client's customer onboarding requirements.

Agents were trained on the client's payment products, systems, and support processes, enabling them to assist businesses with technical issues while following established support procedures.

The team provides support across both payment hardware and software, helping businesses troubleshoot issues and resolve account-related requests efficiently.

Key Elements Delivered:

• Dedicated English-French bilingual technical support
• Product and process training for support agents
• Support for payment terminals and payment software
• Payment processing and settlement issue resolution
• Payment decline and transaction troubleshooting
• Password reset and account access assistance
• New equipment ordering support
• Replacement equipment requests
• General terminal and software troubleshooting
• Ongoing performance monitoring through QA and CSAT

The Results: Consistent Quality Across Technical Support

The partnership enabled the client to provide dedicated bilingual technical support for its growing customer base while maintaining established service quality standards.

Measurable Impact

• Consistent QA performance aligned with client expectations
• Positive post-call CSAT feedback from supported customers
• Dedicated bilingual support capability across English and French
• Trained agents equipped to support both payment software and physical terminals
• Reliable assistance across technical, transaction, equipment, and account-related requests
• Support infrastructure capable of supporting the client's new customer onboarding

The team's performance is regularly evaluated through Quality Assurance (QA) reports and post-call Customer Satisfaction (CSAT) scores, providing the client with ongoing visibility into service quality and agent performance.