Archive for July, 2014

Making card payments simpler

Filed Under: News by midas — Leave a comment
July 21, 2014

Following feedback from our customers, we are pleased to announce we are trialing a new card payment processor on our website. This will benefit those purchasing, renewing, or upgrading a MIDAS room booking & resource scheduling software using a Credit/Debit card. It will allow these customers to complete their purchase without having to go through PayPal.

Whilst PayPal is arguably the largest and most popular card payment processor on the Internet, one of the concerns some of our customers have is that in order to complete a card payment via PayPal they are forced to sign up for a PayPal account. Many do not want to do this.

PayPal advertises that customers can make card payments without also requiring a PayPal account. In some cases this is certainly true. However, it’s not true in all cases!

For example, after you’ve used PayPal for a number of “one off” card payments without a PayPal account, PayPal then insist you create an account to continue making card payments through their system:

“You will only be able to use PayPal … for up to [10] transactions before we will require you to open a PayPal account … to enable further use of the PayPal system. At that point you will be required to enter into our standard user agreement to govern the ongoing relationship with PayPal”

Additionally, the country you’re in can also affect whether PayPal will allow you to make a card payment without a PayPal account, or insist you create one first.

On a PayPal payment page, if your country is set to United Kingdom, you might see:

PayPal card payment without requiring a PayPal account
PayPal card payment without requiring a PayPal account

…Whereas change your location to Canada, and you’ll see:

PayPal card payment requiring a PayPal account first
PayPal card payment requiring a PayPal account first

…spot the difference?! Yes, the option to pay directly by card directly has been replaced with an option to create a PayPal account!

We want to make things simpler for all our customers who just want to pay by Credit/Debit card without signing up for any 3rd party accounts!

Introducing Stripe

Stripe.comSo whilst PayPal remains a payment method option for our customers, we’ve now also integrated Stripe into our secure site.

Stripe securely handles card payments directly from our website. So unlike PayPal, you’re not transferred back and forth between a hosted payment page on another site and then back to our site. You can complete your card purchase securely and directly from our website. Plus, you won’t need to sign up for a Stripe account to make your payment either!

We will be trialing Stripe for a number of weeks, and we’d appreciate your feedback!

We’ve also updated our site’s Privacy Policy accordingly.

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Our unrivalled customer support improves yet again!

Filed Under: News by midas — Leave a comment
July 2, 2014

We constantly strive to provide unrivalled support to customers of our Web Based Room Booking & Resource Scheduling system and one of the things we’re most proud of is our professional, friendly, knowledgeable, and responsive customer support.

That’s why we regularly review how we’re performing on this front, and make our findings public, to ensure that our customers who’ve taken out an Annual Support Subscription with their purchase of our scheduling software, are getting an unmatched support service!

To ensure the continuation our very high standards of service, we analyze the wait times between when a priority support email is received by us, and when a subsequent response is sent – and these are responses by real people – not some machine or auto-responded, but a tailored response from a real person!

We’ve now analyzed our performance again – this time for the month of June 2014 and the responsiveness of our support just keeps on getting better! When we first started analyzing our support response times, back in September 2012, we measured support response times in hours. Last September 2013, we felt the need to improve our measurements down to minutes!

The table below shows the percentage of Priority Support emails and how quickly they were answered between September 2012 and June 2014.

 September 2012January 2013September 2013June 2014
Answered within 15 minutes––58.97%71.43%
Answered within 30 minutes––74.36%77.14%
Answered within 1 hour76.29%85.95%87.18%91.43%
Answered within 2 hours90.72%91.23%94.87%97.14%
Answered within 3 hours92.78%94.74%94.87%100%
Answered within 4 hours93.81%96.49%97.44%100%
Answered within 5 hours94.85%98.25%100%100%
Answered within 6 hours96.91%98.25%100%100%
Answered within 7 hours98.97%98.25%100%100%
Answered within 8 hours98.97%100%100%100%
Answered within 9 hours98.97%100%100%100%
Answered within 10 hours98.97%100%100%100%
Answered within 11 hours100%100%100%100%
Our speed of response to Priority Support Emails

As you can see, between September 2013 and June 2014 we’ve improved again!! During June, ALL Priority Support emails were responded to within 3 hours of receipt, regardless of the day of the week! – that’s not an average – that’s…

Every single Priority Support email received in June was given a real, individually tailored, human response within 3 hours (and over 90% of those within just 1 hour)!

Now, how many companies do you know where you can get a real human response to your email query that fast, any day of the week!!?

So if you’re considering MIDAS for your organization’s scheduling needs, but are perhaps worried about how good our support is or whether an Annual Support Subscription to MIDAS is worth having, well… the above figures speak for themselves!

…but if you’re still not convinced? Read some of our Customer Testimonials about our scheduling system and the outstanding level support we consistently provide!

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