What Support Will My Staff Need as You Get Started?
When you start using Facilipay, your staff need to feel confident interacting with customers and using the system. This guide covers the practical training and resources that will set them up for success.
Where to Find Detailed Guidance
The Facilipay Support Hub contains detailed instructions on every aspect of Facilipay — from onboarding through to daily operations. Beyond reading documentation, your staff will benefit most from training around customer engagement and practical day-to-day tasks.
Customer-Facing Conversations
Staff should feel comfortable mentioning Facilipay features during customer interactions. Two prompts that work particularly well:
Gift Cards: "Is there anyone you would like to treat with one of our gift cards today?"
This question encourages customers to consider gift cards after a positive experience — especially effective during peak seasons such as holidays.Loyalty Rewards: "Are you using your phone or card to collect your loyalty rewards?"
This naturally checks how the customer collects points and gently introduces the loyalty programme to anyone unfamiliar with it. A response of "neither" is a cue to help them get set up.
Training staff to use these prompts naturally helps customers learn about Facilipay benefits and increases engagement.
Operational Support Training
Beyond customer interactions, staff should be familiar with the key operational tasks they will perform day to day.
Basic Transactions
- Accepting payments using Facilipay cashless and gift cards
- Explaining the payment flow to customers
Loyalty and Gift Card Support
- Checking loyalty balances and points
- Helping customers link or use their gift cards
System Navigation
- Using the Facilipay apps on devices such as Clover or PAX
- Accessing Support Hub articles when they need help
Where to Find More Support
Make sure your staff know how to access the Facilipay Support Hub for step-by-step articles and device-specific guidance. If they encounter an issue they cannot resolve, encourage them to escalate to a manager or contact support@facilipay.io directly — including details of the issue helps the support team resolve queries faster.
Quick Staff Readiness Checklist
Trained in basic Facilipay features (gift cards, loyalty, payments).
Practiced with customer prompts that drive engagement.
Comfortable navigating the Support Hub to find answers.
Clear on escalation: They know how to escalate issues they cannot resolve themselves.