Evaluating customer support in your POS selection is important and here’s why.
But first, we are Tower Systems. In the POS space, we compete with Shopify POS with our specialty retail POS software. We only serve local independent small business retailers. We understand personal customer service and how important this is for local retailers.
When choosing a point-of-sale system for an independent retail business, technical specifications are only part of the equation. The quality of customer support is a critical factor that often separates specialty software providers from generic platforms like Shopify POS. For a small business, accessible and personal service is not a luxury; it is a necessity for maintaining operational stability.
The personal nature of retail support
Retail is fundamentally built on personal service. This principle should extend to the vendors that support your business. If you cannot receive high-quality, personal customer service for your primary management tool, it becomes significantly harder to provide that same level of excellence to the customers in your shop.
Practical ways to test Shopify POS
Before committing to a software solution, it is advisable to conduct a thorough evaluation of their support channels. While marketing materials often highlight ease of use, the practical reality of seeking help can be quite different for small operators. You can test a provider’s responsiveness through the following methods:
Direct phone calls: Attempt to call the company to see if you can speak with a human being about your specific business needs.
Email inquiries: Send a specific question through their website to gauge the speed and relevance of their response.
On-site demonstrations: Ask if it is possible to visit their office for a live demonstration of the software.
Understanding the support hierarchy
In many cases, large generic platforms prioritise automated solutions, such as chatbots and knowledge bases, which can involve navigating numerous hurdles before reaching a person. While major retailers may have dedicated account managers, small business owners often lack that leverage.
In a retail environment staffed by casual employees who may not be fully trained on the software, the ability to get a quick, human answer to a question is vital. When support is difficult to access, it directly impacts the efficiency of your business and the service you provide to your customers. Choosing a supplier that mirrors your own commitment to personal service ensures a more reliable partnership for your retail journey.
Ultimately, your choice of POS software should reflect the values you uphold in your own shop. Dealing with suppliers who mirror your commitment to personal service creates a more cohesive business environment. By prioritising a partner that offers direct, human interaction over automated systems, you ensure that your business has the support it needs to thrive. This alignment between your standards and your software provider’s service model is the best way to safeguard the customer experience you have worked hard to build.
Is Shopify POS the right partner for your retail; business? Only you can know once you have done your homework.
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The right POS system for any retail business depends on the specific needs of the retail business. Tower offers POS software made specifically for local small business retailers in a selection of retail channels. To see if we might help you…, request a free, no-obligation demo today.
Call 1300 662 957 in Australia or 0800 444 367 in New Zealand. Or, email sales@towersystems.com.au.
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