Tagchatbot

When we added a chatbot to the Tower Systems help desk, we had one goal. Help retailers get answers faster, in plain language, whenever they need them.

The feedback from customers tells us it is working.

Answers outside business hours

Retailers don’t stop working when the help desk closes. Many of our customers do their admin early in the morning or late at night.

One general store owner told us:

“I have used the chatbot recently as I generally have questions outside of working hours… The response provided was succinct and provided me with step by step instructions.”

She used it to prepare for a change of ownership and to clean up her system ahead of a stocktake. Both times, she got clear, step-by-step instructions.

Plain language, at your own pace

Not everyone is confident with technology. The chatbot lets people learn at their own pace, without feeling rushed.

“I particularly like it because I am not particularly IT savvy and I can use it at my own pace.”

Another customer said:

“It answered everything I requested, and the instructions were very easy to follow. Saved me a lot of time and I was able to learn things by navigating through the system myself.”

Discovering more of the software

One of the best outcomes is that customers find features they did not know they had.

“I’m always hesitant using chatbot type technology… Your chatbot is amazing! It quickly analyses and answers in step-by-step detail how to fix whatever trouble I’m having… Tower’s chatbot has helped me discover and utilise more of the Retailer software and its capabilities than I knew existed.”

When a customer gets more from their software, they get more from their business.

Time back in a busy week

Retailers are time poor. Every minute spent searching for an answer is a minute away from customers.

“On the retail side of the house, most of us are time poor. So when we have an issue and we ask the bot, it saves so much time, effort and frustration.”

“I’ve asked it plenty of questions and only stumped it once. I love that it puts answers in a language we can understand.”

A human is still there

The chatbot does not replace our people. It works alongside them.

“Helps with almost all my enquiries and if it can’t help, will get a human to contact me. Saves me so much time spent searching the Tower website for answers.”

In one case, a customer wasn’t confident to go ahead with the chatbot’s instructions. A team member called her to help.

That is how it should work. The chatbot handles the quick questions. Our team is there for everything else.

Thank you

Thank you to every customer who has used the chatbot and shared feedback. Your comments help us keep improving.

If you are a Tower Systems customer and haven’t tried the chatbot yet, give it a go next time you have a question.

And remember, contacting a human is easy.

AU 1300 662 957 | NZ 0800 444 367 | sales@towersystems.com.au