We discovered recently that a competitor in one marketplace in which we serve operates their help desk Monday to Friday 9am to 5pm. We were shocked to make this discovery. Shocked that their customers, all retailers, accept such poor hours.
Retailers need to have easy access to their software provider help desk when a problem arises. This can be when the store opens, often hours before 9am, and when a store closes, often well after 5pm.
Sometimes, not being able to access support in the evening or on the weekend could mean that a retailer using this POS software is left without an operating POS system.
Maybe retailers put up with such lousy service because they don’t know any better.
Here at Tower Systems our customers have access to support 24 hours a day 7 days a week.
Our office is open Monday to Friday 7am through 6pm and Saturday from 7:30am through 3pm. Outside these hours we have a group on mobile phones carried by support team members. They are, in turn, backed up by senior management hone access 24/7.
This is accessible customer service. Access when retailers and their staff using our software need.
We are disappointed that a so-called retail specialist software company would think that 9-5 Monday-Friday support is good customer service.