Originally posted on Gigaom:
After Square’s early success in mobile payments, rivals latched on to the question of its security. But after Square put most of those concerns to rest, in part by tightening up its approach to security, competitors have changed tactics to focus on Square’s customer support.
In recent months, big names such as PayPal (s ebay) , VeriFone (s pay), NCR (s ncr), Groupon (s grpn) and smaller competitors such as PayAnywhere have rolled out “Square killers” that all feature a notable service: live phone support. They are all hammering away at what they feel is a key difference between Square and their services.
Square’s customer support is built in the Silicon Valley style — favored by companies like Google (s goog) or LinkedIn (s lnkd) — of using online help tools instead of having dedicated workers sitting by a phone. There is no listed phone number for Square support; users are instead directed to email questions or visit a help center, which has more than 150 pages devoted to answering the most asked questions. Square also recently began rolling out YouTube videos on popular questions and also has a Twitter support feed that can take live questions from users. And in some cases when a phone call is the best channel, Square calls a merchant directly.