Here at Tower Systems we believe in making things easy for our customers.
This is why we do not use a computerised phone system with a menu a caller must navigate to get to the place in the company they want to contact.
It is also why we show our customers the people they can speak with. Real names with real photos and real contact details.
It is why we support multiple contact points such as phone, mobile phone, email, direct to our website queries, online chat, a private Facebook group, local user meetings, trade shows and more.
Yes, contacting us is easy. It is also a differentiator for us, one we are proud to support and grow.
In addition to the easy contact points we offer our customers, we support this with a structured escalation process, to provide small business retailers with escalation points on which they can rely to take any issue, concern or dispute further. These structured layers provide peace of mind to our customers and to our team members as there is knowledge that a door is never closed and that there is always an ear to listen and help.
While phone calls to our help desk are the most common method of contact with us, we are equally accessible by email, Facebook and elsewhere. We make sure we are where our customers want us to be. This is what we think good customer service is about – being accessible.
The priority service we provide our customers enables them to determine the importance of their contact with us. In setting their contact priority, they determine the speed of response they want. This is a form of self-triage for our customers. The result is greater focus on delivering to the service levels we publish.
We do not understand why POS software companies require customers to only email them with support queries. Often a query starts with a conversation. As the conversation evolves, the actual query emerges. This is important because sometimes small business POS software users don’t know what they don’t know, they are unable to ask a question that may be relevant. This is where early human to human interaction on the POS software help desk is vital.