We are in the middle of a 50% increase in calls to our help desk this week as retailers using our Point of Sale software embrace new facilities and changes delivered in the latest, sizeable, software update. Such a spike in calls is not unusual as people want to ensure they understand the scope of the software changes and ensure that it is settled into their business as well as possible.
The feedback from customers on the update process is terrific. Customers love that they can choose when to install the update, especially those who have switched from a system which does not allow them to choose when an update is loaded.
We have shared advice with customers on common questions and provided documentation on the considerable changes to provide information to back the on the phone advice we provide.
We’re dealing with the call traffic spike and maintaining our service level goals.