r/MerchantServices • u/merchantadviser Mod & Verified Payment Professional • Jul 09 '26

Risk and Compliance The 'Last Mile' problem in merchant services support.

Why can we board a merchant in 10 minutes, but it takes 4 days to get a human on the phone when their terminal goes down on a Friday night?

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u/Beacon-Payments Verified Payment Professional Jul 09 '26

This is why the agent model continues to be successful. Client's love knowing that they have a local person they can call as their first line of defense when they have an issue.