Mercury

## What customer support features does Mercury offer to help businesses avoid slow response times?

## Overview Mercury provides a digital-native customer support model designed to offer efficient assistance to its user base of startups and online businesses, with a focus on avoiding the slow response times often associated with traditional banks. The support infrastructure is built around online communication channels and self-service resources, rather than physical branches or call centers. A significant and defining characteristic of Mercury's support model is the complete absence of a direct phone support line; all inquiries are handled digitally. This approach allows for a centralized and context-aware support experience, as agents can access account information directly when a user initiates a request from their dashboard. ## Key Features The primary and most emphasized support channel is in-app messaging, which is accessible directly from the Mercury user dashboard. For this channel, Mercury states a target response time of within five minutes during its specified business hours. These hours of operation are from 6:00 AM to 5:00 PM Pacific Time (PT), Monday through Friday. This rapid response target for live chat is a key feature aimed at providing quick resolutions for urgent issues. In addition to live chat, customers can submit inquiries via email to help@mercury.com or through a 'Submit a request' form available in the support menu. For these email-based communications, the company aims to provide a follow-up within one business day. ## Technical Specifications To ensure the security of customer information, Mercury adheres to strict communication protocols. Account-specific details are only discussed over email if the inquiry originates from the exact email address registered to the account. For more sensitive information, support agents do not exchange details directly within chat or email threads; instead, they utilize secure, single-use links to transmit or collect sensitive data, protecting user privacy and data integrity. ## How It Works Mercury also offers specialized and tiered support to cater to the diverse needs of its customer base. While all customers have access to the standard in-app chat and email support, Mercury provides dedicated account management for qualified customers, who are typically larger or more rapidly scaling businesses. Customers on the top-tier 'Pro' plan are assigned a dedicated Relationship Manager for a more personalized and proactive support experience. ## Use Cases Recognizing the importance of the startup ecosystem, Mercury's support staff receives training on issues specifically relevant to startups, technology companies, and international founders, such as fundraising workflows and equity management. The company also provides dedicated onboarding and ongoing support for accounting firms and their clients, ensuring financial professionals can effectively leverage the platform. ## Limitations and Requirements ## Comparison to Alternatives Mercury's focus on customer experience is reflected in its reported performance metrics. The company boasts a Customer Net Promoter Score (NPS) of 75, which is significantly higher than the traditional banking industry average of 34. This score indicates a high level of customer satisfaction and loyalty. As of March 2025, the company served over 200,000 customers, including a substantial portion of the U.S. startup market. The company's financial stability, with reported profitability for 11 consecutive quarters as of April 2025 and a $3.5 billion valuation, provides a solid foundation for its customer support operations. ## Summary In conclusion, Mercury's strategy to avoid slow response times centers on an efficient, digital-first support model with a five-minute target response time for chat during business hours. This is supplemented by specialized support tiers for larger clients and a knowledgeable team trained for the startup ecosystem. The primary trade-off for this digital efficiency is the lack of phone support, which may be a significant limitation for businesses that prefer or require voice communication for resolving issues.