We recently were interviewed by email about after sales service for retailers purchasing our POS software for an article to be published shortly. Here is our response.
What kind of after-sales support is available with your POS software?
Our Australian based help desk is available Monday through Friday from 7am AEST to 6pm AEST and on Saturday from 7:30am AEST through 3pm AEST. We also offer 24/7 after hours support at no additional cost.
Our help desk services (office hours and after hours) are backed up by escalation to senior management of the business. Every customer is given the direct mobile phone numbers of our national management team including the owner of the company – as a measure of transparency and commitment to service.
Each week we host a live online training workshop covering a part of the software. This includes a Q&A session. Access to this online workshop is free.
Via our website we provide access to a comprehensive and constantly evolving knowledge base of articles and documentation. This is accessible 24/7 and can be searched using regular English terms. It is 100% non-technical, user friendly and designed for self service.
Our customers also have free access to one on one training.
Plus our customers have access to a FREE backup check service and a FREE theft check service.
Do you charge on-site servicing fees?
If a customer wants additional training then we may charge for that but our experience is that it is not necessary given the free services they have access to.