PaySpace has rapidly expanded the business in recent times by constantly looking at innovative best practices to advance the payroll and HR software service and to meet the considerable demand within the expanding African business environment.
PaySpace CEO Bruce van Wyk says: “Customer service is a cornerstone of our business, and with our rapid expansion into the multinational market, it made sense to make support alternatives available that can be accessed by PaySpace customers anytime, anywhere. With the vast expansion of PaySpace, it is vitally important that the quality of our customer support and available payroll and HR software support channels expand with the business to ensure around-the-clock accessibility regardless of the country in which our users reside. Our aim is to deliver customer support that builds lasting relationships,” says Van Wyk.
One of the key channels employed by PaySpace is social business forums as a supplement to its traditional telephonic and e-mail based payroll and HR software support, along with a knowledge base of how-to articles and an upgraded ticket tracking system, all of which is available beyond business hours, allowing customers 24×7 access, 365 days a year.
“We are empowering our customers with the means to build personal relationships and networks of trust by bringing people together of similar interests or profiles by utilising an online support community. Social business forums is an excellent place for customers to seek and offer solutions to each other’s problems, resulting in quicker resolution times and higher customer satisfaction rates. The availability of a dedicated community forum presents an effective and swift way to enhance and increase customer engagement. We intend to use the social business forums to build and engage a PaySpace community and use it as a platform to answer questions, support problems, crowd-source ideas, suggest articles and post announcements. We live in a day and age where interacting with one another over social platforms is a daily norm, and not just personally but professionally as well, and it is high time that African-based payroll and HR software providers embrace it,” says Van Wyk.
“The PaySpace Customer Support Portal plays an important role in helping customers resolve their issues by themselves, by allowing them the ability to get answers to questions without needing to log a call; instead customers can now query our comprehensive collection of how-to articles, but should they get stuck they are able to log support requests right then and there, directly on the customer support portal, in addition to telephonic and e-mail support, and track the status of their requests in real-time, regardless of the method of initiation. The upgraded ticket tracking system offers much needed visibility of our payroll and HR software support process to our customers,” adds Van Wyk.
Currently, PaySpace is offering full payroll and HR software services in 37 African countries and has also implemented PaySpace HR and ESS functionality in a further 10 countries located in the Middle East, Europe and Asia.