We are resting office based help desk support on Saturday October 3 as it is AFL Grand Final Day and the world stops. Also, the Friday is a public holiday in Victoria and the Monday is a public holiday in QLD, NSW and ACT. We know from call data that the weekend next to a public holiday is very quiet for the help desk. Our after hours numbers will be running all through.
With a pre AFL Grand Final holiday Friday October 2, the office will be closed. But never fear – our interstate offices will be open meaning the help desk will be available without interruption.
Here at Tower Systems we take serving our small business retail customers seriously. Our company is open for business 24/7. Our help desk is accessible 365 days a year. Our knowledge base articles are regularly updated and this blog is updated daily – reflecting that we are live, fresh and in service of our customers.
We know most of ur small business customers are open 365 days a year so it is appropriate we are here on this blog as well as through our help desk for them.
Personal and accessible service is vital to small business retailers and the best way we can demonstrate this is by being here for queries, help and assistance. 24/7. 365 days a year.
In five minutes Tower Systems kicks off another free live online training session for small businesses using its POS software. Today’s session us Using Targeted Marketing.
Consistency is everything in software, especially small business POS software. Tower Systems demonstrates its consistency in offering these weekly free online training sessions years after they first started.
We are committed to helping our small business retail customers derive greater value from their IT investment and training is one key to achieving this.
The Tower Systems small business POS software help desk opens for business in five minutes, like every Saturday. This live, office based, service has been a fixture of our customer service for many years. It is in addition to our 24/7 help desk service managed via mobile phones.
The office based POS software help desk service on a Saturday service helps us deliver a more complete service on a busy day of the week, logging into client businesses at their request and under their watch to resolve questions and issues. The service also includes providing personal training and business management assistance.
The Saturday help desk service provided by Tower Systems is another point of difference for us, a point of difference of which we are most proud.
The POS software developed by Australian POS software company helps retailers pursue better customer service experiences.
From fast and accurate processing of sales to easier reordering to easy handling of customer queries, retailers are able to use the software to drive outcomes that focus on the customer experience.
With customer service being a key differentiator for retail businesses, having access to customer experience centric tools can be a competitive advantage.
Tower Systems goes beyond providing access to excellent customer service tools. It provides training and personal business integration assistance to help retailers themselves leverage the benefits Tower promotes as being in its software.
Owning and operation retail businesses ourselves, we understand the demands for better customer experiences and the commercial value to a retail business.
Every week we offer free training opportunities, access to useful articles and access to training videos all designed to help retailers improve the customer experience in their shops.
Tower Systems is thrilled to announce details of a national POS software user meeting tour in capital cities. We will be offering free training, insights into the latest released software and previews of what is coming. This will be an exciting interactive event where our customers will have access to senior management of our business.
For many years Tower Systems have offered the option to its customers to pay for software support on a monthly basis. This offer continues today. We see it as respectful good customer service.
Our support fees are transparent with the same price for all customers using a software package. This transparency builds trust and trust is important to us.
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.
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.
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.
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.
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.
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.
Retailers are saving time and money by using Tower cloud Backup service to back up their POS software data safely and securely.
For more information on how the Tower Cloud Backup Service works click here.
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.
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.
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.
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.
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.
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.