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How do you ensure service quality is consistent at Bottomline?
We have a programme called C1 which we developed to underpin our drive for service excellence. We believe that whenever a customer interacts with us at Bottomline, they have the right to an outstanding quality of service. C1 was created to build consistency and commitment from all parts of our business. The fundamental C1 tenet is “everybody makes a difference, everybody plays a part” and “with every customer contact we can make a difference”. Everybody at Bottomline has the Customer Delight ethos within their personal development plans We are an Institute of Customer Service, approved centre and we run an active programme of ICS Professional Awards. Candidates are drawn from all business areas, not just from the front-line, customer facing roles. We mentor candidates at all award levels including the Assessor and Coaching qualification.
Please see also our Customer Charter which is available on our website and our Guiding principles (below) - these are the promises we make to our customers and the values that all employees are expected to demonstrate at Bottomline.