What Support Will My Staff Need as You Get Started
As you begin using Facilipay in your business, it’s important that your staff feel confident interacting with customers and using the system. While Facilipay’s Support Hub provides full setup and how-to guides, staff should also be trained in how to talk about Facilipay during customer interactions and help customers use features such as gift cards and loyalty rewards.
What Your Staff Should Know
The Support Hub offers detailed instructions on all aspects of Facilipay — from onboarding to daily operations. However, staff will also benefit from training on customer engagement and practical use-cases.
1. Customer-Facing Conversations
Staff should feel comfortable mentioning Facilipay features during interactions. For example:
-
Gift Cards:
“Is there anyone you’d like to treat with one of our gift cards today?”
This question encourages customers to consider gift cards after a positive experience — it works especially well during peak seasons like holidays. -
Loyalty Rewards:
“Are you using your phone or card to collect your loyalty rewards?”
This helps confirm how the customer collects points and gently introduces the loyalty program if they’re unfamiliar. A response of “neither” is a prompt to help them get set up.
Training staff to frame these prompts naturally ensures customers are aware of the benefits of Facilipay and helps increase engagement.
Operational Support Training
In addition to customer interaction tips, staff should be familiar with the key operational tasks they may need to perform, such as:
• Basic Transactions
-
Accepting payments using Facilipay cashless and gift cards.
-
Explaining payment flows to customers.
• Loyalty and Gift Card Support
-
Checking loyalty balances and points.
-
Assisting customers in linking or using gift cards.
• System Navigation
-
Using the Facilipay apps on devices such as Clover or PAX.
-
Accessing support articles on the Support Hub when needed.
Where to Find More Support
Your staff should know how to access the Facilipay Support Hub for step-by-step articles on all features and device-specific guidance.
If they encounter issues they cannot resolve with the available articles, encourage them to escalate the issue to a manager or contact Facilipay Support directly via the Support Hub or support email — keeping details of the issue handy helps the support team resolve queries more quickly.
Quick Staff Readiness Checklist
✔ Staff trained in basic Facilipay features (gift cards, loyalty, payments).
✔ Staff practiced in customer prompts that help increase engagement.
✔ Staff know how to find and use Support Hub articles.
✔ Staff understand how to escalate issues they cannot resolve.