Square’s Customer Service: Why It Works So Well And How To Use It

If you’re considering whether the Square payment processing solution is best for your business, it makes sense to ask about their customer service. For many of us, the customer service experience makes or breaks the way we feel about a company, even if we love everything else about the product. And the truth is that positive — and negative — interactions with customer service can have serious repercussions — especially when you’re trying to run an efficient, successful business and keep your own customers happy.

Not too long ago, Square suffered from a less-than-stellar reputation for customer service, but that is changing. Any company that can identify a pattern in user issues and beef up their service is one that values user experience and trust. And that is a good sign for current users.

For this post, we examined all the negative complaints about Square’s customer service in our complete Square Review and found that the biggest issue that has since been improved is Square’s phone support (more on that below).

We also dug deep into the Square customer service experience to form our own impressions. (Keep in mind that we are looking here at Square’s business products, not the Square Cash App, which has an entirely different support team. But if you’re looking for information on that, we have you covered there, too. Check out our Square Cash App Review.)

When it comes to Square Support, the user experience has clearly been well thought out. When you visit the Support page, you will immediately see a lot of ways to find the help you need, and the available material is straightforward to navigate and easy to understand.

Below, we break it all down for you so that you can make the most of Square’s help features and find what you need in a crunch.

Note: To keep things in perspective, the vast majority of Square users (over 2 million) are happy with their experience, including customer service. We spend a lot of time sifting through information (including reviews) and understand that negativity bias can affect any anyone. We talk a lot more about that and how we handle the phenomenon here at Merchant Maverick in our post, Understanding Negativity Bias. 

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Square’s Support Center

When you have a question, you can probably find what you need through the prompts and easy-to-digest information within Square’s troubleshooting articles. They provide a wealth of information on everything from setting up your Square account to tips for using your card reader, troubleshooting any issues, and changing settings.

Support material is laid out in a table of contents, and each section is expandable. You don’t have to wade through a ton of text or scroll to find what you need because everything is organized by topic. Already know exactly what you need? You can just type in what you are looking for and simplify your hunt even more. It’s also possible to enter a question or search keywords and topics from any page in the help section. The search feature is very intelligent and can auto-suggest articles for you to explore. 

Square Compatibility Checker

Wondering if your smartphone or tablet will work with Square? Rather than searching the knowledgebase for a list, you can use Square’s Compatibility checker. Just enter in the make and model of your device and Square will tell you which card readers and other pieces of hardware are compatible (and which aren’t). This is a great way to make sure you don’t unnecessarily buy new devices even before you sign up with Square, or you can check whether the new device you’re planning to buy will actually still work with your hardware.

Issue Tracking

Having trouble using one of Square’s products? If you are looking for a quick way to see if everything on Square’s end checks out, you can head to https://www.issquareup.com/ and see whether an issue is on your end or theirs. 

Square Community Forum

 

Square has set up an excellent and unusually active hub for sellers to collaborate, get ideas, and problem-solve with its community forum, known as the Seller Community. You need to be a Square user to join, but once you’ve signed in, you can post your questions. And you’ll probably get a response more quickly than you expect! The forum is organized by popular topics, and directly below the fold you can jump right in and view recent discussions. 

Within the Seller Community, you can also search by keyword or for specific community members. There are spots dedicated to those who are new to Square, as well as a general discussion page, a dedicated forum for questions, and a place just for Square staff to share product updates (so you can stay in the know about any new features).

You’ll see that the Square staff are quite active on the forum, answering questions and even encouraging members to submit feature requests to the development team. It’s a pretty happening place when you start digging in.

Email & Social Media

If you have a question that requires a bit more personalized assistance, of course, you can still send Square’s support team a message through email or social media. Square has a dedicated Twitter support page, @SqSupport, for technical questions, or you can message the company’s Facebook page.

You can email Square even if you aren’t a Square user, but if you do have an account, Square will ask you to sign in and then choose the reason for reaching out.

After signing in and connecting to the service that applies to you, they provide you with contact details to get you matched with the right person.  In the meantime, you still have the option of checking out the Seller Community or looking through the support topics Square has published on its site.

Phone Support

Square has made a smart move by having actual employees (who collaborate with Square engineers) handle customer service questions. Speaking to a customer service rep who has inherent knowledge about a product can make a big difference when it comes to technical or even workflow questions. A few short years ago that wasn’t the case at Square, but we are glad that they responded to give the people what they wanted. 

To get your more complicated questions answered, you can access live help when you need it. This live support is only available to existing customers, however. You’ll get a customer code on the Square help page which you can use to patch you through to a person. 

Square’s phone support is active between the hours of 6 am to 6 pm Pacific time, Monday through Friday.

It’s comforting to know that phone support is an option, but thanks to the exhaustive help sections on their site, including the Square Seller Community, you’ll likely get the answers you need without having to call in.

Learn More About Square

If you already use Square, it might be a good idea to check out some of the resources in the help sections and even connect with other sellers in the community forum. Not only does ‘iron sharpen iron’ when it comes to running a business, but you might also discover how to take advantage of built-in features, like the Square Dashboard, to make your experience even better.

If you’re considering using Square to accept payments, you can sign up for a free account. With no monthly charges or hidden fees, chargeback protection, and full PCI compliance included, it’s easy to evaluate whether Square is right for you without external pressures influencing your choice.

Still not sure? Get more information by digging into Is Square a Secure Way to Accept Credit Cards or reading our full Square review.

Reader eCommerce Retail Food Service
Free App & Reader Square eCommerce Square for Retail Square for Restaurants
Get Started Get Started Get Started Get Started
Free, general-purpose POS software and reader for iOS and Android Easy integration with popular platforms plus API for customization Specialized software for more complex retail stores Specialized software for full-service restaurants
$0/month $0/month $60/month $60/month
Always Free Always Free Free Trial Free Trial

The post Square’s Customer Service: Why It Works So Well And How To Use It appeared first on Merchant Maverick.

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