Tower Systems offers a level of personal service to small business retailers installing its POS software. The company has multiple roles in the business focussed on the easy and gentle settling in of the software into businesses using the software. The roles have evolved over time to serve the singular goal of helping retailers get to a happy place with their Tower Systems software quickly.
One of the most important benefits of the Tower Systems approach to new customers is the new customer help desk entry point.
New customers of POS software have different needs to long term customers. We have found that by handling the two are different points on the help desk we are able to deliver a better help desk experience to each.
Our new customer specialists make outbound calls, to get to our new customers ahead of them getting to us, to provide them with intuitive assistance prior to them realising they could benefit from then insights being shared.
By separating new customers out from the everyday support call traffic, help desk resources are better managed and customers more satisfied with the different experiences based on their knowledge and needs.
In additional to personal new customer service, Tower Systems helps new customers settle in with terrific user documentation, training videos, follow up training and business management level insights.
Since we own and operate our own retail businesses using our POS software we are able to speak from personal experience. This is a valuable point of difference for our customers and for us. For example, we can talk about how to setup for easy Xero integration or the ideal product category structure or how to deal with suppliers more efficiently. being able to say this is how we resolve this issue in our shop is a tremendous point of difference our customers love.
There is nothing worse than a help desk person telling you what to do when they do not understand what they are saying in the context of your retail business. Context is everything as they say. We understand the context of POS software in a retail business because we live it. We use this context in helping small business retailers settle into using our POS software.