Warby Parker uses Paytia DTMF masking on phone orders, so reps stay on the call but never see or hear the card number, and card data never enters its systems.
“Paytia's solution has transformed our telephone ordering process. We've dramatically improved efficiency while ensuring the highest levels of payment security. Our team now spends less time processing payments and more time delivering the exceptional customer experience that defines our brand.”
As Warby Parker's phone orders grew, so did the strain on its order-taking. Customer service reps were handling card details directly over the phone, which made payments slower to process and put sensitive card data inside the company's environment. They wanted to keep the warm, personal service their brand is known for while getting card data out of their systems.
Paytia gave Warby Parker's reps a way to stay on the call through the whole payment while card data left their environment entirely. The customer keys their card number on their own phone keypad; the rep never sees or hears the digits. The details go straight to the payment processor without passing through Warby Parker's systems, and the integration with their CRM updates the order record automatically, so there's no extra manual step.
Reps still talk customers through their order from start to finish, but the card number is now keyed by the customer and never touches Warby Parker's systems. That takes card data out of the company's environment and removes a real security exposure. The order record updates itself through the CRM link, so there's no double-entry, and the personal service that defines the brand stayed front and center.
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