The POS Software Blog

The POS Software Blog

News from Tower Systems about locally made POS software for specialty local retailers.

Tagcustomer feedback

Why our customers love the Tower Systems chatbot

October 13, 2026
3 Min read
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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

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In business since 1981, with POS software made for today

October 6, 2026
2 Min read
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We have been in business since 1981. Some people hear that date and picture old software with a fresh coat of paint.

The software we sell today was made for today.

Retail has changed enormously over the decades. People shop differently and pay differently. They expect different things from a local business, and the way stock is bought and managed has shifted too, sometimes quickly. Our software has kept pace.

It has been completely replaced many times, rebuilt from the ground up so it meets the needs of retail businesses now. Each rebuild was a chance to start fresh, keeping what we had learned and dropping what no longer served retailers well.

Between rebuilds, every software update brings more enhancements, and many of them start with our customers.

Customers suggest improvements through our Software Ideas platform, which you can reach from our website. The process is transparent and driven by customers, which keeps our development focused on what retailers actually need.

The people using the software every day know where it could be better. A shop owner who notices a step that takes too long, or a report that could be clearer, has something valuable to tell us. The Software Ideas platform gives them a place to tell us.

What our history does give you is experience. Over four decades we have watched retail change and worked through those changes alongside local businesses. We understand the pressures independent retailers face because we have been listening to them for a long time.

Still, a long history and good software are two different things. Our longevity shows we have stayed around and kept investing. Only the software itself can show whether it suits your business today.

So when you look at any POS software, judge it on what it does now. It is fair to ask a supplier how often their software is updated and how customer feedback shapes it. It is also fair to ask whether they have rebuilt their software over the years or kept adding to something old.

We are happy to answer those questions and show you the software as it stands today.

…

To reach us, call 1300 662 957 (AU) or 0800 444 367 (NZ), or email sales@towersystems.com.au.

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Small business retailers in control: Software Ideas: how our customers help shape what we build

July 9, 2026
2 Min read
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Most software companies decide what to build behind closed doors. A roadmap is set somewhere, customers find out when a feature appears or does not, and the cycle continues without them. At Tower Systems, our customers help decide what we build next, openly and on the record.

We call it Software Ideas.

Transparent and democratic software enhancement discussion.

Software Ideas is many years old and remains a key tool that Tower Systems customers love.

How it works

Any customer can submit a suggestion — large or small, anything that would genuinely help their business. Before it goes anywhere, our team checks that it can realistically be built. Once it passes that check, it opens for all customers to vote on.

The ideas with the most support move up the list. That list shapes what we develop next.

Why we built it this way

We could have kept our roadmap private. Most companies do.

We did not, for a straightforward reason: customers deserve to see what has been suggested, what others are supporting, and where the software is heading. We also check viability before a suggestion goes to a vote, so we are not raising expectations for things we cannot deliver. What goes to a vote is something we can actually build.

Priorities are not set by the loudest voice or the largest account. Every customer gets a vote.

What it means in practice

The people who understand a trade best are the ones working in it every day. They see the small frictions and missed opportunities long before any vendor would. Software Ideas gives that knowledge a direct path into the product, rather than leaving it in a support ticket or a conversation at a trade event.

Why it fits how we work

We build, sell, train and support our software ourselves, here in Australia, because we want a direct relationship with the retailers we serve. A system that lets customers suggest, check viability, and vote on what gets built next is a natural part of that.

If you want a software partner that builds with you rather than at you, Software Ideas is worth a look.

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