The Best Product Isn’t Always Enough.
In payments, it’s easy to assume the sale comes down to product. The best conversion rate. The most advanced product features. And to be clear, we take real pride in ours, including a conversion rate that leads the market and Interac capabilities that are moving Canadian payments forward.
But over the years of being a boutique PSP, we’ve learned that the product gets the client to the table, but it’s the support that keeps them there.
Support isn’t an afterthought, it’s a differentiator.
Being a boutique firm means we choose quality over quantity. Our CEO knows every single client, not by name on a spreadsheet, but genuinely. Every client has the direct phone number of their dedicated sales manager and account manager. No general inbox, no call centre, just people they can actually reach.
We also meet clients where they already work. Support is offered 24/7 through whatever method a client prefers, and most choose Slack or Teams over email or a ticketing portal. No bots. No auto responses. Just real humans who understand your business and answer accordingly.
Loonio being a small but dedicated team who actually knows the business, on one hand lets us build custom product solutions, and on the other, lets us respond like a true partner.
Show me the numbers
Our numbers back it up. Across the board, our median response time is 5 minutes, 97% of tickets get a response within 5 minutes, and every single ticket is handled within 30 minutes.
For our merchants specifically, that bar is even higher. When a B2B client reaches out directly, they’re typically acknowledged within 2 to 3 minutes. Not a bot confirming receipt, a real person letting them know their question has been seen and the next steps are already underway.
That speed only works because of what’s happening behind the scenes. Before a merchant even gets a reply, our team may have already traced the transaction journey, reviewed multiple systems, and coordinated with banking partners, so the answer they receive is accurate the first time.
As AI adoption grows, the human touch is essential
As more of the industry leans into automation, we believe there’s still enormous value in human support. When a merchant is trying to understand where a payment stands or what to tell their own customer, a fast, accurate, personal response isn’t a nice-to-have. It’s the difference between a client who trusts you and one who’s already looking elsewhere.
That’s the case for soft skills in a hard-numbers industry. Product innovation opens the door. But it’s the team behind the product, the ones who pick up quickly, dig deep, and treat every question like it matters, who turn a good product into a long-term partnership.
At Loonio, we’re proud to lead on conversion and product. We’re just as proud that our clients would say the support is what keeps them.
