The human POS software help desk

We won a customer last week on the back of them calling our help desk and posing as a customer. They were thrilled a human answered the phone and wanted to hear from them about their query regarding our software. Their experience with another software company has been struggling with a computerised phone system to log a call and wait for someone to call back who runs through a script from which they cannot deviate to find out what the question is about.

We refuse to do this at Tower Systems.

Since retail is personal, so to should a retail software help desk experience be personal. We do this well and enjoy our personal contact with our customers.

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Helping small business retailers manage end of the day with POS software support

The Tower Systems POS software help desk is open to 6PM AEST with after hours coverage being 24/7 through our network of mobile phones. The office based help desk being fully staffed to 6pm enables us to help customers with any end of shift queries and we know from shopper feedback this service is appreciated.

Between 5pm and 6pm is when we get most queries about end of shift from queries from a new staff member through to backup queries if they have switched media or made some other change.

Being here to answer these queries is an important part of the service we provide our customers. It is a service they would not get from a remote overseas located help desk that is only accessible by email.

When it comes to help desk support, retailers get what they pay for. We are proud to provide the personal premium service our customers love.

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Personal service a differentiating factor for Tower Systems POS software

Tower Systems is proud of the personal service it provides to small business retailers using its POS software.

Retailers engaging with the Tower Systems POS software can expect to increase sales, cut mistakes, save time and make fact-based business decisions – all thanks to high-level personal service provided by the company through its professional team.

Tower Systems has been in business since 1981. The software we sell today is fresh, designed for today’s needs. Use it and expect to reap rewards. We are a trusted Aussie success story working only with independent small business retailers, providing personal service you can trust.

When you call us you speak with a human, every time. We don’t hide behind a general email address or an overseas call centre. We don’t sell through agents. We make the software we sell. We are here to personally serve you.

Attention to personal service matters to small business retailers as it is through your personal service that you define your business.

We own retail shops ourselves where we use our software. We walk in your shoes.

 

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Field training for new help desk hire

Travis, the new Tower Systems help desk team member next week passes through the next phase pf training with several days on site in the field installing a new system and providing training – under the guidance of our longest serving POS software trainer.

Our structured training process of new team members provides for far more experience than in-office training. The result is practice shop floor reference points in how to use the software.

This is a valuable point of difference at Tower Systems. Our help desk people do not follow scripts. Rather, they draw from experiences through which they can help customers not only with how to software queries but also the why.

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Retailers love 7am access to the POS software help desk

Retailers using the Tower POS software love that they have office based help desk service from 7am AEST. Most early morning questions are more about training and business advice than your usual help desk calls. Being able to get these addressed early in the day helps with productivity with and enjoyment of the software.

The Tower help desk has opened at 7am AEST for many years. It’s a point of difference for us.

While our after hours service is 24/7, it is through an office-based help desk service where we have access to the full deck of services through which to answer questions, provide access to additional resources and log into client systems. It is the best platform for service.

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Sydney power outage

Our Sydney office is in the middle of a region hit by power outage today. While the power company is working on this, all our NSW customers can call any other Tower office or email us and we’ll call right back. We did email this information to all customers earlier.

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10 Reasons Why Retailers Should Use The Tower Cloud Backup Service

Retailers are saving time and money by using Tower cloud Backup service to back up their POS software data safely and securely.

  1. Stop using USB sticks.
  2. Stop your nightly backup.
  3. Stop paying staff to wait for the backup to be completed.
  4. ENTIRE computer protected, not just Retailer Data.
  5. Data backup up every 15 minutes.
  6. Stored securely on your premises with a secure backup copy in the cloud for safety.
  7. Backup monitored 24/7 with instant notification to you and the Tower Help Desk of any issues.
  8. Disaster Recovery. Get your business trading quickly in the event of a virus or hardware failure.
  9. Restore back to any point in time where a catalogue exists.
  10. Quickly allow access to your data to Tower so we can; resolve issues, run point in time critical business functions such as June 30 reports or retrieve mistakenly deleted files.

For more information on how the Tower Cloud Backup Service works click here.

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New POS software help desk team member

Ten days ago a new IT professional joined our help desk. Following comprehensive training, Travis has started taking calls under guidance with a mentor from our team. We take care with new help desk team members and slowly add to the types of calls they can handle. The training process is comprehensive and structured.

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Listening to POS software customers on the trade show floor

One of the most important activities for service business is listening our customers. This is what we have been doing this weekend at the Melbourne Gift Fair. We have caught up with plenty of users of our POS software. We have been actively  listening to feedback on what they love about us and our software and what we can improve.

It is important for any business to put itself in front of customers for this type of interaction. Hiding from them is not good customer service and will multi,lately see more of them flee from you. We do this regularly at trade shows – sixteen this year. We appreciate the opportunity.

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Small business retailers need control over their software

The last thing small business retailers want is POS software that changes without warning. They need to control when their software changes and the extent of the change they introduce in their business.

This is what retailers tells us and why here at Tower Systems our customers have control over when updates are loaded and which updates are loaded.

It is a point of difference for us in some niche retail channels, a point of difference driving sales.

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Tower Systems offers 626 POS software knowledge base articles

Screen Shot 2015-07-02 at 6.55.45 amRetailers using the Tower Systems POS software have access to 626 knowledge base articles. This is an extraordinary resource for small business retailers.

Each peer-reviewer knowledge base article is a step by step guide to how to use part of the sPOS software. Combined, the articles are a how to make your business more valuable as a result of using the software.

Accesses through an easy to sue search facility or searched using plain English searching, the knowledge base is a valuable resource for Tower customers.

Each week we refine content in articles and work on new articles to be added. We also remove articles that are no longer relevant.

The knowledge base resource is better than a user manual. It serves the 3,000+ Tower Systems customers well and acts as a valuable reference resource our customers can tap into at any time.

This is another example of the Tower AdvantageTM.

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Massive day on the POS software help desk

Ww are experiencing a massive day of calls to the help desk today with retailers doing stock takes and other EOFY tasks. We have everyone taking calls and helping in every way humanly possible. It’s days like today that test any software company dealing with small business retailers.

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We do not record POS software support calls

In another show of customer respect and service, Tower Systems confirms that it does not record help desk calls. We refuse to be part of the process of recording calls and keeping these for future reference.

While those recording them say they do for training and coaching purposes, we think they hold them as a reference against customers in the event of a dispute. We don;t want to be part of that culture.

We make notes about advice and provide feedback and advice to customers in writing by email if warranted as a result of a call. We also share links to appropriate knowledge base articles to help retailers as a follow up to a call.

We don’t like our calls being recorded when we make them so we think why do it to our customers. Customers agree.

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Video is a great way to train in POS software for small business

A retailer who shifted to our POS software commended last week to us on our comprehensive video training library and the technology platform we developed for providing access to this training library.

I love it! I love that I can watch a video over at home. I love that I can get my staff to watch videos of the parts of the software they use.

The Tower Systems video training library is a unique and valuable resource, enabling retailers using the software to be able to access training as they want, as they get further into the software.

The investment by Tower Systems in creating the training resources reaps dividends for the company as it enables us to demonstrate a valuable point of difference.

The Tower Systems sales team provide access for business owners considering the use of our software – to show first hand the value of our training facilities.

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Sunday retail management advice: use your POS software well

This advice seems simple, obvious – yet it is advice that must good POS software companies repeat daily. Here at Tower Systems we take this seriously we offer advice on how to use the software well, how to run a better business with the support of the software

Going beyond what is traditional in POS software support, Tower Systems helps its customers get more. Here are some of the ways retailers can use their POS software well:

  1. To track everything sold by item detail.
  2. To track all products returned.
  3. To manage gift vouchers.
  4. To run your Lay-By program.
  5. To create order for replenishment stock.
  6. To manage the employee roster.
  7. To track inventory theft.
  8. To track all sales.
  9. To stop employee theft.

This list is just a start on how to use your POS software well.  Too many retailers use their software as a glorified cash register and we don’t like that. There are plenty more ways retailers can use their POS software to run more efficient and valuable businesses.

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Small business retail employee theft advice helps cut theft

Screen Shot 2015-06-11 at 8.13.31 amThe employee theft advice Tower Systems provides its users goes beyond our smart POS software and well into the area of small business management. Offered as part of our comprehensive Knowledge Base, our advice is based on years of work with business owners, police in various jurisdictions and prosecutors to bring people to account for theft in retail businesses in which they work.

This type of advice covering business management goes beyond what is typical for a POS software company. It demonstrates a level of commitment from Tower Systems that is unique, a commitment of which we are proud.

The best feedback we have received is from those following this advice who have successfully detected earlier than otherwise might have been the case theft by an employee, detection that enabled them to gather the necessary evidence to act.

Every day here at Tower Systems we are involved with our customers beyond what is traditional for a POS software company. While we are happy to help with POS software queries, we are equally happy to help with business management advice beyond the software. As our motto say, We’re here to help.

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POS software help desk support is about much more than the software

And how can I use that information in the business?

This is a question that can stump someone working on the help desk as a POS software company as it goes beyond the what and how and delves into the why. The answer to this question is a chink of gold that can be mined using smart POS software.

This is a questions the Tower Systems help desk team members can answer because the understand the why: why the software matters, why the data harvested is valuable, why a business owner wanting to grow the business will want to use the data.

This information is vital in small business as it is information that unlocks the real value of POS software for these small independent business users.

We can help small business owners understand data on reports as they relate to their specific businesses. Context is everything as they say and we know POS software cannot be one size fits all. A datapoint could be used by three different businesses in different ways depending on other metrics and KPIs. This is where our help desk team is smart and engaged.

Beyond the shat and how, our POS software help desk team loves to delve into the why.

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POS software user support Knowledge Base makes customers happy

Screen Shot 2015-05-27 at 12.03.41 pmWe are thrilled with the feedback from our customers about the ever expanding Knowledge Base accessible framer POS software support website.

Packed with proprietary information, this Knowledge Base is a wonderful resource as we can share with customers in response to queries where documentation supporting an over the phone answer helps.

What is especially good is the feedback from customers that helps us enhance the Knowledge Base experience further.

This is another benefit of the proprietary and exclusive Tower AdvantageTM program.

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POS software company helps small business retailers cut EFTPOS mistakes

EFTPOS processing mistakes at the retail sales counter can cost small business retailers dearly. POS software company Tower Systems helps retailers cut mistakes thanks to its integrated EFTPOS solutions.

Connecting directly with broadband EFTPOS bank Tyro as well as other banks, retailers using the Tower software are able to easily and quickly process credit card / EFTPOS payments without additional keystrokes.

Eliminating keystrokes is key to cutting mistakes. Eliminating the use of a separate EFTPOS device is key to eliminating mistakes. This saves time and money but most important it cuts mistakes.

In addition to cutting expensive mistakes, the integration delivered by Tower Systems streamlines customer flow at the counter and this improves the overall customer experience. It’s a win for the customer and a win for the retail business.

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Retailers loving our free POS software training

Screen Shot 2015-06-04 at 12.41.31 pmWe keen addicting additional free live training sessions for our POS software customers and they keep filling up. So, guess what, we are adding more.

These sessions are more about leveraging the software in the business than how to do this or that. They contain considerable retail business management and operational advice.

We are thrilled with the support from ur customers and grateful to be in a position to offer this training by our skilled training team.

This is POS software customer service at its best. This is the Tower AdvantageTM

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