Personal service is a hallmark of the POS software help desk experience at Tower Systems. Personal service through phone and in-store contact to help our customers leverage the best benefits possible from investment in our POS software.
A recent study of call traffic revealed a different type of call at the end of the day compared to during the day. The data guided us to an opportunity to enhance our approach to customer service.
This is why we created a new help desk position, one focused on the service we provide at the end of the day, one designed to help small business retailers in a more operational focus than might be usual for POS software companies.
Unlike many help desks, our help desk experience is live and human. Our people don’t follow scripts. They do not provide canned answers to canned questions.
A support call is a discussion, two way, un-scripted.
Thanks to the new role we have created we will have more time at the end of the busy retail day to help our customers with personal service – to help them end their days on a brighter and less stressful note.
This is our goal as a customer service organisation.