CategoryCustomer Service

Personal service is a hallmark of the POS software help desk experience at Tower Systems. Personal service through phone and in-store contact to help our customers leverage the best benefits possible from investment in our POS software.

A recent study of call traffic revealed a different type of call at the end of the day compared to during the day. The data guided us to an opportunity to enhance our approach to customer service.

This is why we created a new help desk position, one focused on the service we provide at the end of the day, one designed to help small business retailers in a more operational focus than might be usual for POS software companies.

Unlike many help desks, our help desk experience is live and human. Our people don’t follow scripts. They do not provide canned answers to canned questions.

A support call is a discussion, two way, un-scripted.

Thanks to the new role we have created we will have more time at the end of the busy retail day to help our customers with personal service – to help them end their days on a brighter and less stressful note.

This is our goal as a customer service organisation.

Every week Tower customs publishes updated and new knowledge base articles, further enhancing the POS software user documentation experience.

Here are the latest updates for retailers using the Tower software released weeks ago:

• Setting Up Trade Prices
  http://support.towersystems.com.au/hc/en-gb/articles/205357634-Setting-Up-Trade-Prices
• Performing Department Sales
  http://support.towersystems.com.au/hc/en-gb/articles/205365724-Performing-Department-Sales
• E-mailing Orders to Suppliers
  http://support.towersystems.com.au/hc/en-gb/articles/205557464-E-mailing-Orders-To-Suppliers
• Discount Voucher Reports
  http://support.towersystems.com.au/hc/en-gb/articles/202854090-Discount-Voucher-Reports
• Setting Up News Corp For Electronic Invoices
  http://support.towersystems.com.au/hc/en-gb/articles/204859610

We do not update knowledge base updates here as we see no point in telegraphing to competition followers what we have been doing.

We are resting office based help desk support on Saturday October 3 as it is AFL Grand Final Day and the world stops. Also, the Friday is a public holiday in Victoria and the Monday is a public holiday in QLD, NSW and ACT. We know from call data that the weekend next to a public holiday is very quiet for the help desk. Our after hours numbers will be running all through.

With a pre AFL Grand Final holiday Friday October 2, the office will be closed. But never fear – our interstate offices will be open meaning the help desk will be available without interruption.

In five minutes Tower Systems kicks off another free live online training session for small businesses using its POS software. Today’s session us Using Targeted Marketing.

Consistency is everything in software, especially small business POS software. Tower Systems demonstrates its consistency in offering these weekly free online training sessions years after they first started.

We are committed to helping our small business retail customers derive greater value from their IT investment and training is one key to achieving this.

The Tower Systems small business POS software help desk opens for business in five minutes, like every Saturday. This live, office based, service has been a fixture of our customer service for many years. It is in addition to our 24/7 help desk service managed via mobile phones.

The office based POS software help desk service on a Saturday service helps us deliver a more complete service on a busy day of the week, logging into client businesses at their request and under their watch to resolve questions and issues. The service also includes providing personal training and business management assistance.

The Saturday help desk service provided by Tower Systems is another point of difference for us, a point of difference of which we are most proud.

The POS software developed by Australian POS software company helps retailers pursue better customer service experiences.

From fast and accurate processing of sales to easier reordering to easy handling of customer queries, retailers are able to use the software to drive outcomes that focus on the customer experience.

With customer service being a key differentiator for retail businesses, having access to customer experience centric tools can be a competitive advantage.

Tower Systems goes beyond providing access to excellent customer service tools. It provides training and personal business integration assistance to help retailers themselves leverage the benefits Tower promotes as being in its software.

Owning and operation retail businesses ourselves, we understand the demands for better customer experiences and the commercial value to a retail business.

Every week we offer free training opportunities, access to useful articles and access to training videos all designed to help retailers improve the customer experience in their shops.

For many years Tower Systems have offered the option to its customers to pay for software support on a monthly basis. This offer continues today. We see it as respectful good customer service.

Our support fees are transparent with the same price for all customers using a software package. This transparency builds trust and trust is important to us.

We won a customer last week on the back of them calling our help desk and posing as a customer. They were thrilled a human answered the phone and wanted to hear from them about their query regarding our software. Their experience with another software company has been struggling with a computerised phone system to log a call and wait for someone to call back who runs through a script from which they cannot deviate to find out what the question is about.

We refuse to do this at Tower Systems.

Since retail is personal, so to should a retail software help desk experience be personal. We do this well and enjoy our personal contact with our customers.

The Tower Systems POS software help desk is open to 6PM AEST with after hours coverage being 24/7 through our network of mobile phones. The office based help desk being fully staffed to 6pm enables us to help customers with any end of shift queries and we know from shopper feedback this service is appreciated.

Between 5pm and 6pm is when we get most queries about end of shift from queries from a new staff member through to backup queries if they have switched media or made some other change.

Being here to answer these queries is an important part of the service we provide our customers. It is a service they would not get from a remote overseas located help desk that is only accessible by email.

When it comes to help desk support, retailers get what they pay for. We are proud to provide the personal premium service our customers love.