PayShepherd’s Customer Commitment Statement

At PayShepherd, we are committed to ensuring our customers reach their desired business outcomes on time and on budget. Below is an outline of our key customer commitments, along with the controls we’ve implemented to uphold them.

Customer-Centric Approach

  • Customer Advisory Panels: Regular meetings with key customers to align our roadmap with your needs.
  • Customer Journey Mapping: Continuous evaluation of every interaction to identify friction points and enhance your experience.
  • Account Management Teams: Dedicated account managers ensure tailored support and maintain close relationships with our customers.
  • Customer Health Dashboards: Internal dashboards monitor engagement, usage, and satisfaction metrics in real-time.
  • Customer Onboarding Programs: Comprehensive onboarding ensures smooth adoption and familiarity with our products from day one.

    Transparency and Accountability

    • Performance Reports: Regular reports are shared with customers on service levels, performance metrics, and progress against key deliverables.
    • Incident Reporting and Root Cause Analysis: We document incidents thoroughly, share root causes, and communicate action plans to prevent recurrence.
    • Dedicated Escalation Process: A formal process ensures timely resolution of high-priority issues with clear points of contact at every level.

    Innovation for Continuous Improvement

    • Quarterly Product Reviews: We evaluate product performance, identify improvement areas, and adjust based on feedback.
    • Dedicated R&D Investment:  A percentage of our annual revenue is reinvested into innovation and new features.
    • Early Access Programs: Selected customers are invited to test and provide feedback on new features before official release.
    • Innovation Sprints: Cross-functional teams work in agile sprints to implement customer-requested features faster.
    • Customer Co-Innovation Workshops: We collaborate directly with customers on feature development to ensure alignment with real-world needs.

    Reliability and Performance

    • 99.5% Uptime Guarantee: We monitor infrastructure 24/7 and have automated failover systems to prevent downtime.
    • Redundant Data Centers: Multiple data centers ensure continuity in case of localized failures.
    • Load Testing and Performance Monitoring: We perform regular stress tests to ensure systems handle peak demand efficiently.
    • Disaster Recovery and Business Continuity Plans: Robust recovery plans protect your data and ensure quick restoration of services during disruptions.
    • Real-Time System Alerts: Automated alerts notify support teams immediately of performance issues, minimizing response time.

    Proactive Customer Support

    • Support Availability: We offer support across multiple channels (chat, email, and phone) and timezones, when you or your contractors need to speak with us, we will be here for you.
    • Tiered Support System: We categorize issues by priority, ensuring urgent matters receive immediate attention.
    • Self-Service Knowledge Base: An extensive online library provides step-by-step guides, FAQs, and troubleshooting tips.
    • Customer Feedback Loop: Every resolved ticket is followed up with a satisfaction survey to gather input and improve service quality.
    • Automated Ticket Routing: AI-powered systems ensure tickets are assigned to the right specialists for faster resolution.

    Respecting Your Feedback

    • Customer Satisfaction Score: We regularly gather customer satisfaction data and monitor trends to identify improvement areas.
    • Product Feedback: Customers can submit feature requests directly to our team via any available channel.
    • Annual Customer Satisfaction Surveys: In-depth surveys collect actionable insights into your experiences and needs.
    • Actionable Feedback Framework: We categorize and prioritize feedback, ensuring every suggestion is evaluated for implementation.
    • Customer Success Reviews: Regular business reviews with customers assess performance, gather input, and align future goals.

    Conclusion

    At PayShepherd, we don’t just promise excellence—we implement systems and processes to ensure it. We strive to earn your trust by delivering value, listening to your feedback, and continuously improving to better serve you. Your feedback and satisfaction are at the core of everything we do, and we are always looking for ways to improve.

    If you have any questions, please contact us at contact@payshepherd.com. We look forward to building a long and successful partnership with you.