David Marcus has a plan for PayPal. Since becoming the online payment company's president last year – after it acquired his business Zong – Marcus has aimed to change how customers feel toward PayPal.
"What I generally tell people is they need to forget everything they know," Marcus told Bloomberg BusinessWeek. "People who have been in any type of environment for a little while know too much for their own good. It boxes them in. They know what's not possible."
As reported by the source, individuals say that PayPal's software makes it difficult for merchants to collect payments and the websites can be boring. Additionally, new mobile payment options are springing up, providing fierce competition.
Marcus, though, started a company makeover in June, and is working toward a complete business plan overhaul that will make employees and users happier.
The same way that PayPal is looking to expand what its customers think it is capable of, an outbound call center can do for a company. By partnering with an award-winning 24 7 answering service a business will show consumers that it's willing to go the extra mile to meet their needs.
Hill Ferguson, head of the new, consolidated product division for PayPal, said that Marcus brings a founder's kind of leadership to the table. He went on to say that Marcus lays out a simple internal structure and way of working with other teams. That combination then leads to a better user experience.
Customers don't want complications. Whether they're trying to create an online payment system or trying to get in touch with a company representative, simplicity is key.
Especially with technology increasing, more individuals rely heavily on the smartphones and tablets. This could raise the need for online customer services or even text messaging services, both of which a third-party answering service will be able to provide to any business.