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At 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

At 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 ago
That'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 ago
  Good 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 ago
    I 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 ago
    As 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 ago
  Oh 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.

thsowers 9y ago

That'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 ago
Good 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 ago
  I 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 ago
  As 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 ago
Oh 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.