When switching a newsagent over from another computer system last week the business received a returned support call from the software company we were switching them from. This returned call was five days after they logged the call. While the query was not urgent, waiting five days for an answer to what was an important question to the customer is way too long.
Here at Tower Systems our commitment to timely and professional customer service is core to our whole business. We know that switching systems is easy. Indeed, half our newsagent customers come to us through switching from other software. So, we understand that we need to resource our business to deliver excellent service.
Small business retailers rely on customer support more so than big business where there is usually an internal department or support infrastructure. We understand this and resource our business appropriately.
We get frustrated when we hear reports of bad experiences retailers have had with other software companies as it taints the view of all IT companies.