It is rare that software help desk people get out from behind the desk and into businesses where the Point of Sale software they support is actually used.
We are pleased to advise that it’s not that rare at Tower Systems. All of our help desk team members have spent time in businesses using our software, time behind the counter, in the workshop and in the back office – using the software as a user does.
When you talk with someone on our help desk you are talking with someone who has used the software as a user.
This hands-on experience helps us deliver more informed, natural and valued customer service. Too often software help desks nowadays use people with little experience with the software they are supporting. They rely on scripts that rarely provide an opportunity for actually understanding the question from the user.
These visits to user locations, using our software ourselves, are not one off. This week, we have our customer service manager working in a client site, gaining first hand experience in how our software is used in this particular retail channel. The insights will be invaluable from a help desk management perspective as well as from a support call perspective.