The Importance of Service in a Service-less Industry

In today’s payments industry, technology is advancing faster than ever. Merchants can accept payments in more ways, on more devices, and in more places than at any point in history. But while the technology has improved, something else has been quietly slipping away: real service.

The Problem With Outsourced Support
Many providers have decided that customer support is a cost to be minimized, not a value to be delivered. That’s why so many merchants find themselves stuck on hold, routed through offshore call centers, or talking to representatives who don’t fully understand the urgency of a payments issue. When you’re a small business owner and every transaction matters, waiting hours for a generic answer isn’t just frustrating. It can cost you real revenue.

What Merchants Really Need
Merchants don’t expect every provider to have the lowest price or the flashiest technology. What they expect is someone who will pick up the phone, listen to their problem, and help them fix it quickly. When a terminal goes down on a busy Saturday or a transaction error threatens to delay payroll, the difference between talking to a script-reading bot and an experienced support professional can mean everything.

How OnCore Does It Differently
At OnCore, service isn’t an afterthought. It’s one of the cornerstones of who we are. Our support team is in-house and U.S.-based, staffed with professionals who average more than 10 years of experience in the payments industry. They work collaboratively, sharing knowledge and insights so that every merchant and agent gets the full strength of our team behind them. Just as importantly, they genuinely care. When a client calls us, they’re not just a ticket number—they’re a business owner who deserves our time, attention, and expertise.

Why This Matters for Agents and Partners
For referral partners and agents, this focus on service is just as important. It’s one thing to sign a merchant. It’s another thing to keep them happy for years. When you work with OnCore, you’re not just selling a payments solution. You’re introducing your merchants to a partner who will support them with the same care and consistency you would yourself. That means stronger relationships, better retention, and more confidence in the solutions you recommend.

Bottom line: In a world where payments providers are moving further away from human service, OnCore is doubling down on it. We believe that technology should empower merchants, not replace relationships. That’s why for more than 30 years we’ve built our reputation on exceptional support, and it’s why so many merchants and partners continue to choose OnCore today.

If you want to experience what service should feel like, connect with us at info@payoncore.com.