Among the metrics that guide the company’s efforts to optimize its service channels, Paag has also stood out on ‘Reclame Aqui’, which is currently one of the most valued benchmarks for establishing credibility in customer support. On the platform, Paag holds the RA 1000 seal, which recognizes excellence in customer service. The company also maintains an average score of 9.7/10 over the past six months and is competing for the ‘Reclame Aqui’ Award for Best Payment Method. Voting began in September and will run until November 7.
“Our main support is directly connected to the success of a financial transaction, whether a deposit or a withdrawal, and to the main reasons for rejection, which are generally associated with criteria from betting market legislation or regulatory measures from the Central Bank of Brazil,” emphasized Felipe Trindade, Operations Director at Paag.
Additionally, on the ‘Reclame Aqui’ platform, Paag has a direct support channel for bettors. Since the company acts as a payment facilitator and not the final recipient of financial transactions, questions related to the final product from companies such as betting houses and online gaming operators are handled exclusively by the operators themselves. If needed, Paag offers 24/7 support.
Among its solutions, Paag Payments stands out — a product that combines speed and security in financial transactions to meet the demands of a highly regulated market. The platform offers operators complete autonomy, customizable security controls, and real-time monitoring that allows joint and efficient action with partner betting houses, ensuring fast responses to external situations requiring support. This ecosystem strengthens both the product’s user experience and the quality of service provided to customers.
In an interview, Trindade discussed the structure of Paag’s customer service and the differentiators that have made the company stand out in the sector. “Our main focus is on monitoring the processing speed of financial transactions and balancing this with the needs of the bettor,” he stated.
Paag – What are the differentiators of Paag’s customer service?
Felipe Trindade – In addition to our Customer Service team being available 24/7, we also have a technical support team available 24/7, capable of handling integration emergencies and code adjustments that require intervention, improvement, or even new builds!
What are the main issues resolved?
Our main support is directly connected to the success of a financial transaction, whether a deposit or withdrawal, and to the primary reasons for rejection, which are usually tied to criteria from betting market legislation or regulatory measures from the Central Bank of Brazil.
The end customer doesn’t see it, but we provide the operations we serve with a payment platform — Payments. An innovative gateway designed to deliver efficiency with a 98.9% transaction success rate. With this, we support and manage clients’ financial routines, which is why it is common for us to rank first on Reclame Aqui in the Payment Methods category.
How is Paag’s customer service team structured and what channels are available?
Our team is scaled for 24/7 coverage! We have supervisors focused on team management and granting autonomy to resolve certain challenges at level 1, as well as level 2 and 3 technical support when necessary. We also maintain full weekend and holiday shifts!
All our channels are digital, and we operate through chat apps, live chat, and email. All channels are integrated into our main customer support management system, where we track KPIs, availability indexes, service volume, and accuracy — always aiming for the highest quality.
What are the particularities of customer service for an electronic payment method in the betting sector compared to other industries?
Our main focus is on monitoring the speed of financial transaction processing and balancing this with the bettor’s needs! Imagine a game taking place where you need funds in your account to place a bet. Processing speed directly impacts the opportunity this type of entertainment provides.
At the same time, we must ensure transaction security at the same pace, since this market is highly regulated and requires extreme care in executing financial operations. This is where our product, Payments, takes center stage.
With it, operators have full operational autonomy through configurable security controls and real-time dashboard monitoring. This directly impacts our ability to work together with the operation to resolve external service issues. This formula has been working very well, and both our systems and partners remain committed to delivering the best product experience, which also translates into the best customer service experience.
Source: GMB
