CategoryCustomer Service

Travis, the new Tower Systems help desk team member next week passes through the next phase pf training with several days on site in the field installing a new system and providing training – under the guidance of our longest serving POS software trainer.

Our structured training process of new team members provides for far more experience than in-office training. The result is practice shop floor reference points in how to use the software.

This is a valuable point of difference at Tower Systems. Our help desk people do not follow scripts. Rather, they draw from experiences through which they can help customers not only with how to software queries but also the why.

Retailers using the Tower POS software love that they have office based help desk service from 7am AEST. Most early morning questions are more about training and business advice than your usual help desk calls. Being able to get these addressed early in the day helps with productivity with and enjoyment of the software.

The Tower help desk has opened at 7am AEST for many years. It’s a point of difference for us.

While our after hours service is 24/7, it is through an office-based help desk service where we have access to the full deck of services through which to answer questions, provide access to additional resources and log into client systems. It is the best platform for service.

Our Sydney office is in the middle of a region hit by power outage today. While the power company is working on this, all our NSW customers can call any other Tower office or email us and we’ll call right back. We did email this information to all customers earlier.

Ten days ago a new IT professional joined our help desk. Following comprehensive training, Travis has started taking calls under guidance with a mentor from our team. We take care with new help desk team members and slowly add to the types of calls they can handle. The training process is comprehensive and structured.

The last thing small business retailers want is POS software that changes without warning. They need to control when their software changes and the extent of the change they introduce in their business.

This is what retailers tells us and why here at Tower Systems our customers have control over when updates are loaded and which updates are loaded.

It is a point of difference for us in some niche retail channels, a point of difference driving sales.

Retailers using the Tower Systems POS software have access to 626 knowledge base articles. This is an extraordinary resource for small business retailers.

Each peer-reviewer knowledge base article is a step by step guide to how to use part of the sPOS software. Combined, the articles are a how to make your business more valuable as a result of using the software.

Accesses through an easy to sue search facility or searched using plain English searching, the knowledge base is a valuable resource for Tower customers.

Each week we refine content in articles and work on new articles to be added. We also remove articles that are no longer relevant.

The knowledge base resource is better than a user manual. It serves the 3,000+ Tower Systems customers well and acts as a valuable reference resource our customers can tap into at any time.

This is another example of the Tower Advantage^TM.

Ww are experiencing a massive day of calls to the help desk today with retailers doing stock takes and other EOFY tasks. We have everyone taking calls and helping in every way humanly possible. It’s days like today that test any software company dealing with small business retailers.

In another show of customer respect and service, Tower Systems confirms that it does not record help desk calls. We refuse to be part of the process of recording calls and keeping these for future reference.

While those recording them say they do for training and coaching purposes, we think they hold them as a reference against customers in the event of a dispute. We don;t want to be part of that culture.

We make notes about advice and provide feedback and advice to customers in writing by email if warranted as a result of a call. We also share links to appropriate knowledge base articles to help retailers as a follow up to a call.

We don’t like our calls being recorded when we make them so we think why do it to our customers. Customers agree.

Tower Systems offices are closed today for the Queens’d Birthday public holiday in the majority of states. All our after hours numbers are up and running.

Check out another brief video for retailers using our POS software:

Here at Tower Systems we think you need the certainty of easy access to our people from support to accounts to management. This is why we publish a contact list with our weekly customer service email. This contact list includes names and direct contact details for senior management.

The first step to good customer service for any software company is to provide names of real people in authority with whom you can speak directly. Too often we see POS software companies hide behind a nameless number or email address.

Our website also provides names, contact points and photos.

Here’s a brief video we shot for our POS software customers explaining how to setup a panic button in our software:

This video is one of more than 130 from structured training through to front line brief employee training.