Visage Beauty is a small boutique salon that offers a wide range of semi-permanent beauty treatments. The main service is the Japanese keratin eyelash technique, as well as eyeliner tattooing, eyebrow fluttering and massage services. Currently, Visage Beauty has 4 stores in Hong Kong and one each in Canada and the UK. Visage Beauty emphasises on the safety of all materials used on the skin and eyelashes, and the keratin lash service is trusted by many customers as the materials used are suitable for pregnant mothers and children.

Pain Point 1: Limited payment methods hinders repeat purchase 
Julie, who is responsible for the Hong Kong region of Visage Beauty, said that the brand was initially small and only accepted cash or bank transfer. But about 80% of customers would choose to pay by credit card, especially Visa and Mastercard, so they would think that bank transfer is too cumbersome. This leads to poor customer experience, and they may not come back next time. Since semi-permanent beauty services take a few hours on average, Visage Beauty will charge a reservation fee to protect both staff and customers. However, customers have to send a screenshot of their payment records to staff after paying, which is inefficient and increases the workload of staff.

Solution 1: KPay Smart POS Terminal and Payment Link to fulfil all payment needs
The situation has been different since Julie applied for KPay payment solutions for our Hong Kong branches. KPay Smart POS Terminal accepts up to 19 electronic payment methods including Visa, Mastercard, Octopus, PayMe, WeChat, Alipay, etc. This allows customers to pay by their own preferred payment methods and greatly enhances the payment efficiency and reduces the chance of manual errors and omissions. As a result, customer satisfaction improves together with the likelihood of repeat purchase.

Pain point 2: Manual bookkeeping is time-consuming and prone to errors
Julie needs to manage the business of four stores, and there are online and store payment records. In the past, she usually relied on manual bookkeeping; sometimes there would be mistakes or omissions. She said, “Since we don't use any other bookkeeping software, we have to manually check each record once when there are problems, which is very time-consuming and distracting. It's also difficult for me to keep track of the business performance because of the error-prone bookkeeping, and I have to wait for some time before I know the overall turnover”. On the other hand, manual data entry takes Julie a lot of time. As there are a lot of transactions every day, it could take her a week to organise the data for a day.

Solution 2: KPay App integrates backend data to enhance management efficiency
After becoming a KPay merchant, Julie realised that KPay App has brought her a lot of benefits. First, KPay App unifies the transaction details of online, offline and all outlets, eliminating the need to manually integrate business data and making the transaction records clear at a glance. At the same time, it provides daily and monthly reports, which can be downloaded at any time in different formats, ideal for reconciliation and tax filing. Julie, for example, downloads the reports from KPay App and sends them to her accounting colleague in just a few minutes, saving her a lot of time and reducing her financial and administrative workload. This also helps better utilise her manpower resources more efficiently.

Pain Point 3: Lack of Customer Support leads to poor user experience
Julie used to use another company's payment service, but was unable to get timely support for a long time. She shared that there was a time when the POS terminal failed to receive Visa and Mastercard payments, and Julie's repeated calls to customer service were not answered. It took four months for the problem to be resolved. With all these problems occurring, Julie finally reached the end of her patience and called the company in the hope that the service would be terminated before the customer service took the initiative to solve the problem for her, which was very disappointing to her.

Solution 3: KPay’s comprehensive customer support provides personalised assistance
After switching to KPay, Julie can seek assistance via phone, WhatsApp, web form, mobile app, etc. She can get live customer support 365 days a year (10AM-10PM); at the same time, there is also a dedicated consultant to follow up on her experience, and she can get assistance anytime and anywhere in case she has any problems. Julie gets the personalised help her customers deserve.