Customer success
The platform is half of it. The other half is who answers.
Government Window's in-house customer service is a big reason we continue to grow. Onboarding, implementation, training, adoption support and live help are included — because a payment system nobody adopts and nobody supports is not a solution.
Support availability
- Phone & chat
- Mon–Fri, 8:00 AM – 5:00 PM ET
- 24/7/365
- Online help in your dashboard
- 24/7/365
- Support line
- 877-575-7233
The model
What customer success covers
Not a quarterly check-in call. The specific work that gets an agency live, adopted and staying that way.
Onboarding that captures your rules
The requirements session is where the project succeeds or fails. We capture business rules, fee policy, reporting fields and reconciliation needs before anything is configured.
Training your staff will actually use
Delivered as part of implementation and repeated for new hires. Taking payments, running reports, processing voids and refunds, and closing the day.
In-house live support
Our multilingual support team assists your residents and your staff directly, so payment questions stop arriving at your office.
Adoption guidance after go-live
Promotion on bills and notices, reminder campaign timing, autopay enrollment and eBilling conversion — the work that grows digital share year over year.
Ongoing optimization
New departments, new fee types, changed rates, changed statutes. Configuration changes are part of the relationship, not a change order.
The voice of the customer, internally
Feature requests, recurring support themes and implementation feedback route back to product. Several platform capabilities exist because a clerk asked for them.
Implementation
Four phases, days or weeks
- 01
Discuss
Our payment experts gather your detailed requirements — departments, payment types, business rules, fee policy, reporting needs and the back-office systems in play.
- 02
Integrate
We create the connections from our systems to yours. With 100+ integrations already in production, this is usually configuration rather than construction.
- 03
Implement
We set up and test your system, configure your branding and business rules, and train your staff before you go live.
- 04
Support
Our multilingual, in-house call center is available for your residents and your staff, and we keep optimizing after go-live.
What it produces
Success measured the way agencies measure it
40%
Fewer inbound payment calls
Self-service and IVR absorb routine payer questions.
24%
Increase in collections
More payment channels means fewer missed deadlines.
15%
Staff productivity gain
Automated posting and reconciliation replace manual entry.
180%
Return on investment
Delivered with no software cost to the agency.
Reported by Government Window customers. Results vary by agency, department and payment mix.
Voice of the customer
Support is what customers describe first
Across published testimonials, the attribute mentioned most often is not a feature. It's the response when something needs attention.
This court has been using Government Window for court and miscellaneous credit card payments for over a year! The customer service is outstanding! The system is very user friendly! Taking payments has become effortless! This makes our court more efficient! Thank you Government Window!
Case studies
Customer stories
- Stone Mountain, GAA municipal court makes taking payments effortlessStone Mountain's court moved citation and miscellaneous payments onto a single platform — and turned payment processing from a daily chore into a background process. Read the story
- Sandersville, GAA tax commissioner's office grows online payments year after yearWashington County has collected property tax through Government Window since 2014. Online payment volume has increased every year since. Read the story
- Cedartown, GAA city finance office switches vendors — and wishes it had done it soonerCedartown deliberated for months before changing payment providers. The transition took a fraction of the deliberation. Read the story