Office based POS software help desk open

It’s just gone 7:30am and our office based POS software help desk is open for business. Being office based enables the level of service to be more comprehensive as they have access to the full suite of tools.

Customers love our office based Saturday support.

This service is in addition to our easily accessed multiple mobile phone based after hours support.

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Why our POS software help desk is open at 7am

Our office based POS software help desk is open from 7am every day so we can help our customers with start of the day queries.

While we have a mobile phone based 24/7 help desk service run by our professionals, the office based help desk is where the heavy lifting is done.

We have opened at 7am for office based calls for as long as we can remember. Customers rely on it.

Frankly, we don’t understand how POS software companies can justify opening later or closing at a regular 5pm time.

We do the hours we do here in the office because we think it is the best way to serve the needs of our 3,500+ small business POS software customers.

The 7am calls are terrific as we have customers starting their day and we can usually help them with something that was bothersome and get it resolved quickly.

Good customer service is a thrill to provide. We appreciate our customers reaching out early in the day for our help.

Some days, like today, we are in even earlier enjoying quiet time to get some other tasks of our own done/

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Helping small business retailers deal with the global ransomware attack

We have shared practical advice with our small business POS software customers this weekend to help them protect their businesses from the global ransomware attack that started two days ago.

Our advice is comprehensive and consistent with international best-practice. Our messaging is being repeated to ensure maximum reach in our big user community.

WARNING RE GLOBAL CYBER ATTACK.
The global cyber attack story has been dominating news services over the last 24 hours. The best way to ensure you are not hit is to follow our computer use advice. The fastest way to recover is if you use our Tower Systems cloud backup service. Be careful. Be proactive. Make sure everyone who uses your computers are aware.

We share the advice by email and are supporting it with personal advice through our help desk and business management teams.

Any internet computer is vulnerable. Here at Tower Systems we have been on the front foot with advice for our small business retail customers on steps to take to reduce the opportunity of attack and harm to the business.

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One POS software user travels twelve hours to attend face to face user meeting

Just about every day recently we hear a story of wonderful customer engagement with our POS software and services we provide.

Today we have a story about a customer who drove for twelve hours for the free training we provided at a recent face to face user meeting. They did this to tap into the training, to learn more about the software, ask questions and help plan the next steps for their business through the software and services we provide.

The commitment of a twelve hour drive is extraordinary. We are grateful for this.

We learnt so much from such a unique and remotely located businesses. Plus we were able to add value by training them in parts of the software they had time to investigate. It was a terrific joint experience.

This story shows the commitment of a good POS software / user relationship, how both parties benefit and respect each other through time and others commitments.

Here at Tower Systems we love the passion of our customers. Our commitment is to serve and help…

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The value of one on one training for small business POS software users

This photo shows a group from our Perth POS software user meeting late last week. Like all our sessions we had a good group of retail businesses represented. This works well as people learn from each other.

The latest round of face to face POS software user meetings have provided us excellent feedback on the latest software update and insights into next steps as well as wonderful learning opportunities for customers ho attended.

Offering these face to face user meetings its a genuine point of difference for us.

That we continue to offer the sessions today speaks to us honouring our commitment to our customers as well as our focus on providing personal customer service.

Too many POS software companies hide from their customers and make contact difficult. We don’t. We embrace are real human to human contact. The face to face user meetings are a good example of this and our commitment.

We appreciate the support form our customers and support for face to face training and engagement.

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POS software office hours that matter to small business retailers

Another way small business retailers can compare POS software companies is by the hours they keep.

Here at Tower Systems, our office is open from 7am Monday to Friday and 7:30am on a Saturday. Our office closes at 6pm Monday to Friday and 3pm on a Saturday.

Outside these hours our help desk team is accessible by mobile phone along with our leadership team.

Retailers need extended hours support access and that is what we provide here at Tower Systems.

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Tower Systems launches more free POS software training for small business retailers

Here at Tower Systems we love providing free training opportunities for our small business retailer customers. Thanks to customer engagement, here we a4e years after starting the service maintaining it, week in, week out.

The training sessions are often more like business mentoring discussions as it is not so much about how the software works but more about how to leverage greater business success using the software.

Here is the training for March:

How to discount easily for seasonal sales

Wednesday 1st March 2:00pm

Quickly and easily setup automatic discounts for seasonal sales using catalogues

How to prep for a meeting with a supplier

Wednesday 8th March 2:00pm

Be more informed than the supplier rep, make fewer mistakes, get more from the relationship.

Loyalty Programs. What works best for you.

Wednesday 15th March  2:00pm

There are 4 ways to do loyalty in retailer. Find out which will work best for your business.

10 ways to save time and money using Retailer

Wednesday 22nd March 2:00pm

10 different ways you can free up time and  money in your business using retailer.

How discount vouchers work

Wednesday 29th March 2:00pm

Come with us on a deep dive into discount vouchers and assess whether this fresh approach to loyalty is right for you.

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POS SOFTWARE USER MEETINGS OFFER FREE TRAINING AND SUPPORT

We are thrilled to SHARE details of our first batch of face to face user meetings for 2017. We have scheduled sessions for Brisbane, Sydney, Adelaide, Perth and Melbourne, starting March 27, 2017. We will demonstrate the new look and feel of Retailer, our Shopify / Magento and Woo Commerce integrations, our Xero integration and much more. Plus there will be time for your questions. Free training. An opportunity to pitch your suggestions. This is an excellent chance to leverage more from your relationship with us. Click here to book and see venue details. Yes, we will announce more dates soon.

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Tower Systems POS software customer service opportunities

Tower Systems provides these touch point services to all customers using our POS software. They are services we have found small business retailers appreciate and enjoy. These services are provided at no additional cost:

  1. Theft check. A business data assessment and analysis to determine if employee theft is occurring in the business. We have people who have been used by police and prosecutors to testify as expert witnesses in successful prosecutions.
  2. Business check. One of our senior analysts researches the data being cultivated by the software for the business. A report is prepared on what can be seen in the data. The goal of this assessment is to provide insights the retailer might otherwise not have seen for themselves.
  3. User meetings. We host two cycles of user meetings each year – in the first and second half of the year. These are in capital cities and major regional centres. The user meetings provide free training and an open Q&A session. They are always attended by senior management from Tower Systems.
  4. Online training workshops. These are held for all Tower customers. Access is free. They can connect and participate from anywhere in the world.
  5. Tower Systems has a structured approach to escalation of any issue about which a customer may be unhappy. This facilitates getting the issue outside the help desk and in front of the leadership team for more independent assessment.
  6. Supplier engagement. Tower Systems has a structured approach to working with suppliers to facilitate seamless connection when it comes to business data. This process sees many suppliers already participating.
  7. One-on-one training. Unlimited personal individual training each year.
  8. Knowledge base. This is a self-service facility with access to articles, videos and more that help our customers learn how to use the software. It is like a living and evolving user manual, but much better.

There is an extraordinary difference between Tower Systems and others. Our commitment is consistent and absolute. We are grateful for the opportunity to serve.

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How our POS software company uses Facebook to help small business users

Tower Systems embraces a range of touch points for connecting with small business retailers. One such touch point is Facebook. We have a private group where our users can ask questions and talk through opportunities. We use this platform to share support and other announcements.

The Tower Systems user private Facebook page is proving to be a useful touch point, transparent too.

Customer service today requires change and here at Tower Systems we embrace change happily.

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Ready for the sneak peek at our latest POS software

We are excited to be a couple of days away rom showing off new-look POS software. This will be at the Reed Gift Fair in Sydney this coming weekend.

The result of extraordinary effort by our development and design teams, this new look software is fresh and exciting. It provides small business retailers a new experience.

For us, the new look software is like a retail business doing a shop fit. The result is similar.

We are excited to be bringing this to the marketplace.

This latest refresh continues our commitment to keeping it fresh for o8ur customers.

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Here is a key Tower Systems difference, in one video

One of the things that separates Tower Systems aside from other retailers is that we are retailers too, and have been for many years. We walk in the shoes of our customers in a way that other POS software companies don;t and can;t This video is an example of the value of on show as we speak about sales growth at one of our retail stores:

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In a cloud environment what happens when the Internet is unavailable? The offering is for an external cloud provider, can we leverage our own cloud provider? How are hosting charges calculated, i.e. data storage charges?

Our Tower Systems POS software system is very configurable. Users have the ability, if they wish, to run without being hosted. This solves any Internet stability questions, particularly for rural/regional Australian where this may be an issue.

The other challenge with cloud is the costs. Our experience is some small business owners are not happy with the monthly hosting cost for a cloud service.

These are the reasons we have configured our software to suit whatever situation a customer prefers.

Alternatively, if users want, we can host the system in the cloud. This can be hosted on our secure dedicated infrastructure (additional costs will apply) or on infrastructure of their choosing. We will provide guidance on the configuration so the ideal environment is created.

If hosted on our infrastructure customers are charged on a per user per month basis.

If the user runs in a hosted environment and the internet drops out the user can switch to a facility we call Outpost Mode.

Outpost mode allows for basic trading, scanning sales, until such time as Internet access is restored.

This is another example of the help we provide to our customers for a broad variety of situations in which they find themselves.

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How Tower Systems helped its customers save money on support fees

For the first time since 2014, Tower Systems is increasing its software support fees. The increase will be less than 7%. The 2014 increase was the first in four years.

Following the fee increase, Tower Sys6ems customers will be paying considerably less for software support in real terms than seven years ago.

This is an extraordinary saving for thousands of small business retailers.

We announced to our customers the plan to increase fees a month ago and provided them an opportunity to lock in the old fee prior to the increase taking effect at the end of this month.

This advance notice of a support fee increase is rare in the POS software marketplace. We did it out of respect and appreciation of our customers.

We are proud to be in a position to help our customers save money year on year on software support coverage.

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Dog day at the POS software company

We had another dog day in the head office of our POS software company on Wednesday of this week. Plenty of team members brought their cute pooches in for the day, mixing with each other and with our team members. It was a thill.

Here are some of the cuties we hosted.

We love dog day for the opportunity to play with the dogs and be reminded of the pet retail marketplace, an important marketplace for us.

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Australia Day

While we are closed for the Australia Day public holiday today, our after hours help desk numbers are live as is our escalation team supporting them. With plenty of retailers open today we are ensuring we are here to help.

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Enhancing the online POS software user manual

Software user manuals are out of date. Years ago Tower Systems switched to a user searchable online knowledge base. This resource is regularly enhanced, along with the software.

In our weekly email we let our customers know about the enhancements.  Here are some of the POS software knowledge base enhancements from a week ago:

  1. List Of Approved / Supported Hardware
  2. Errors When Starting Retailer On MAIN / SERVER Computer
  3. Errors When Starting Retailer On POS / CLIENT Computers
  4. Stopping / Clearing Print Jobs
  5. Refunding a Sale
  6. Adding / Editing Reasons For Refunds
  7. End of Shift Reports
  8. Setting Up Customer Categories and Interests
  9. Using Marketing Tools0
  10. Undo Billing and Statements for Customers / Subagents
  11. How To Stop A Customer’s Order(s)
  12. Creating and Printing a Customer Invoice / Quote
  13. Finalizing & Paying a Customer Invoice / Quote
  14. Entering Additional Details for Customer Invoice Sales Made Through POS Screen

We publish a list like this most weeks in ur weekly customer service email.

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How Tower Systems makes sure your POS software experience is personal

When a small business retailer or staff member calls the Tower Systems POS software help desk they get to talk with a human. There is no automated phone system.

The human they talk with engages in a conversation. There is no script for them to follow.

They listen to you. There is no set of hoops to jump through as they navigate a computer system that controls the call.

The Tower Systems help desk is a personal service help desk. It offers personal service to small business retailers using the Tower Systems POS software.

The approach by Tower Systems is considerable in the POS software space. The people answering the calls have personal experience using the software in retail. They have context. Their prime job is to listen to the customers and from listening to gain understanding. This is the start of every good support call.

The personal and human approach by Tower Systems is unique. It is another advantage offered by Tower Systems to small business retailers.

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How our POS software company helps small business retailers after hours

Being able to get help in using POS software outside usual business hours is vital for any small retail business.

Tower Systems makes tis easy. The company has a network of mobile phones that are accessible. There is also a layer of management phone numbers and email addresses for escalation if necessary.

The ultimate demonstration of customer service commitment is that the personal mobile number of the owner of Tower Systems is readily available to all customers.

Here is a copy of a recent support card posted to all Tower Systems customers. This is customer service best practice.

SupportCardOct16

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A busy yet quiet week in retail

Plenty of small business shops are closed this week which makes for a quieter week on the help desk. We have been taking the opportunity to attend to some housekeeping here in the office. It is always good to have time to work on your own infrastructure. This is especially exciting given the plans for 2017. We are excited and 2017 is still a couple of days away.

Today we close at 5pm. Based on past years the help desk traffic will be minimal by this time.

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