A merchant should know exactly where to go when something is not working. In Knomart, the support path starts with the Agent. The Agent is the merchant's first point of support, while technical issues that need Knomart's involvement can be escalated to Knomart.
The Agent comes first
The Agent is not finished when the merchant is signed up and installed. Supporting the merchant is part of the role. When a merchant has a question, needs help understanding the system or needs practical support, the Agent should be the first person they approach.
This keeps the relationship simple. The merchant has a person they know rather than having to figure out where to send every question.
When Knomart gets involved
Not every issue can be solved by the Agent. Some problems are technical and require the platform team. In those cases, the Agent escalates the issue to Knomart.
The basic path is:
Merchant → Agent → Knomart
The Agent therefore acts as the bridge between the merchant and the technical side of the platform.
Why the order matters
Sending every merchant directly to Knomart would weaken the Agent relationship and make the support structure less clear. The Agent is expected to know the merchant, understand the business context and help with the day-to-day relationship.
At the same time, keeping technical escalation available means the Agent does not have to pretend to know or solve something outside their role.
What a good Agent does
- Listens first: Understand what the merchant is actually experiencing.
- Helps directly: Resolve questions and practical issues the Agent can handle.
- Escalates when needed: Take genuine technical issues to Knomart.
- Communicates back: Keep the merchant informed rather than simply passing the problem away.
- Owns the relationship: Stay involved even when Knomart needs to handle the technical side.
The Agent is the bridge
Good support does not mean the Agent has to know everything. It means the merchant knows who is responsible for helping them move forward.
Agent first. Knomart second. That simple path gives merchants a clear starting point while ensuring technical problems can reach the people who need to handle them.
For an Agent, support is not an extra task after the sale. It is part of what the merchant relationship is built on.
Ready to get started?
Explore our apps and find the right one for your trade.
