Support team structure
Your platform business completely owns the relationship with the end user. This means that users only contact you for support. Â
It’s important to create a robust support structure that ensures smooth operations and user satisfaction since you’re responsible for addressing payment inquiries independently.Â
Here’s an example of a support structure that’s commonly adopted by SaaS platforms
First-line support:Â The first-line support is provided by a platform support team. They handle general user inquiries.
Second-line support: It’s common for platforms to create a specialized technical support line. This line handles technical questions, like integration problems or complex challenges.Â
Third-line support: To deal with payment-related issues such as transaction failures, terminal issues, refunds, or disputes, set up a specific support line that gives tailored assistance.Â
Your support team should be able to answer 80-90% of payments-related inquiries with the right setup and training. Adyen’s support team is there to help you with any remaining questions and to help your teams effectively communicate answers to your users.