7 ms·
For one of my clients we had to recently choose between Stripe & Braintree. Although I was really pushing Stripe for the reasons outlined in this blog post, man
by thsowers 9y ago
For one of my clients we had to recently choose between Stripe & Braintree. Although I was really pushing Stripe for the reasons outlined in this blog post, management eventually went with Braintree.
The reason for this is that Stripe had no phone number, and no way to contact them other than via their support channels, where I found response times to be very slow (perhaps this has changed in the past years?). With Braintree we have a rep who we can call at anytime who is very responsive.
Really for my boss it just came down to who had a phone number. I'm surprised that Stripe is lacking in this department, you would think that a company who wants you to trust them with all your payments would at least give you a way to talk to an actual human.
- Sholmesy 9y agoAt my company we use Stripe, and we have a rep that (I believe?) we have a direct line to. We started using them ~ 18 months ago, so maybe something has changed recently, but from my PM's perspective I think they have been quite responsive.
- thsowers 9y agoThat's great to know for the future, i'll definitely keep that in mind going forward. I dug back and some of my last correspondence with them includes: >However, we do not offer proactive phone support for self-serve users who have integrated and whose questions do not require an immediate call. For further context, a large portion of our users are self-serve, and the majority of their questions are effectively handled via email since we're able to include helpful documentation and a detailed explanation. To be fair, I can see Stripe's problem, they don't want their phone lines clogged by some 'web dev' who pastes together Javascript asking how to init the payment fields, but it's hard to know what is a real question and what isn't. That being said, I do think that Braintree ended up working better for us in the end due to the need for people in the financial department to create and edit various recurring plans. Looking forward to hopefully using Stripe with other clients someday!
- Sholmesy 9y agoGood info, thanks. We are a decent sized company now, so maybe that's why we have a rep. I'd be surprised if Braintree offers reps to every 1 man start up though. From a scale perspective doesn't really make sense, and yeah you'd get plenty of 'web devs' that are stitching together some code they don't understand and then asking stripe why it doesn't work...
- thsowers 9y agoI agree with you, I don't think Braintree offers reps to any small 1 person company, but we are mid sized and clear a fair amount of payments each month which is why I think we have a rep
- makaio 9y agoAs far as I can tell, they really do offer phone support to every 1 man startup. I've dealt with them on behalf of both higher and lower-volume clients, and in all cases their support was available via phone and very helpful. And they list the phone number very publicly on their contact page.
- tomjen3 9y agoOh this is one of those moments where Patio11 would say "phone support is available on our enterprise plan" then charge enterprises many times the same cost on a normal plan.
- edwinwee 9y agoWe've been testing phone support, and we're working to roll it out very soon. Last week, we expanded live chat availability, and it's now available 24 hours, Monday through Friday.
- thsowers 9y agoThat's awesome! Can't wait to hopefully give you guys a try in the future :)
- hockeybias 9y agoHonestly, and with due respect, how tough is it? Thanks