Payeer: A Leading Example in How NOT to Run Customer Support

You could not invent it, if you tried to make a customer more angry.

Don't read the tickets that arrive, instead, just make some random assumption about anything and send a reply accordingly.

Ignore anything and everything a user says.

If any company wants a demonstration of the worst possible handling of tickets, a history of communications between Payeer and a customer, with endless insane responses, provides an extreme example into how not to run Customer Support.

This is not unique to Payeer, similar poor examples, can be found in many of today's "tech" companies, such as OKX. Others, such as Wise, show how it should be done.

Both Wise and Payeer originate from Estonia, so as an East European state, which wants to be in the west and considers itself western, the contrasts are instructive.

Any company wishing to get a global market, such as Payeer, must have good Customer Support. Admittedly, if their aim is the fickle, unable-to-focus, and mindless average Generation-Z tech junkie of today, then the service level is appropriate.

But if they wish to attract higher end customers, retired wealthy westerners for example, or even the average Joe Dad or Susan Soccer Mum, they must do better.

I'm seeing this pattern among some TON projects too that are for now almost all East European originated. Customer Service is also a cultural, and a generational "thing".

It is no accident that the best customer service centers operate out of the Philippines: low cost, good English, polite culture, and service-oriented, are more the norm there.

Opportunity as a Customer Service Training Module

A file has been created, which will form the basis for an international training module on Customer Support and how NOT to do it, with Payeer as one of the leading examples. Students will, at each step, highlight:

• The correct response (before seeing the next step)
• After seeing the next step, raise all the faults in the response action(s)
• With each step build up recommendations on how to avoid such errors

This will reveal the qualifications of the student or Customer Service candidate, as well as Customer Service managers, to be part of a new customer support service team.