Support and reviews
Customer support is a vital part of any service, especially for business owners who often need urgent help.
If 24/7 customer support is vital for your business, Square is not the best bet. The company has designed its products so it’s easy to work out issues on your own. In addition, Square has plenty of guides online, where it’s expected you look first before contacting support. Getting in touch with a real person is possible through a live chat, phone call and email on business days between 9am and 5pm Australian Eastern Time (AET).
Smartpay offers more: a 24/7 support line with technical experts on hand to help, should the terminal be faulty, 365 days a year. The online support guides are not as elaborate as Square’s, though.
While Smartpay’s support is more robust in theory, it’s clear from customer reviews it does not always meet users’ (higher) expectations. The onboarding process is rated highly, but the continued service and troubleshooting support are often criticised for being slow. While customers seem happy to ditch the big banks for Smartpay, top ratings are not yet achieved for a speedy service. From businesses we have talked to, unclear fees and surprise charges not communicated at onboarding are recurring issues.
Square’s users rave on about its user-friendliness and wide range of tools available for all types of businesses. Some of Square’s apps also come with reports of software glitches, though, such as issues pairing the card reader with the POS app. Overall, these issues are few compared with the total number of users.