The POS Software Blog

The POS Software Blog

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

TagPOS software support

POS software help desk support that starts with a conversation

October 7, 2026
3 Min read
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Most of us have rung a business for help and ended up stuck in a phone menu. Press one, press three, wait. When you finally reach someone, they do not know the product and can only read from a script.

That is frustrating on a quiet day. When your shop is busy and something is not working, it is far worse.

Retail is unique. Every shop has its own way of doing things, its own suppliers and its own regulars. Retail is also human, and so much of it gets done through conversation, between staff, with suppliers and with customers at the counter.

We approach Tower Systems POS software support the same way.

There are no scripts and no hoops to jump through before you get an answer relevant to your query. You speak with someone who knows the software and can work through the problem with you.

A conversation lets the support person understand what you are trying to achieve, beyond the button you pressed. Often the real question sits behind the first one. A retailer might call about a report when what they really need is to understand why margin has dropped in one department. Good support picks that up.

Conversations help with learning, too. Many retailers use only part of what their software can do, and a helpful support call can turn up a feature that saves time every week. That rarely happens when someone is reading from a script.

Support matters most at the moments you least expect. A new staff member gets stuck on a refund on a Saturday morning, or a stock count will not reconcile. At times like these, talking with someone who understands both the software and retail can get you back to serving customers sooner.

When you are choosing POS software, give support the same attention you give the feature list. Find out how you reach support and who picks up the phone. Ask whether that person will know the software well, and whether you can talk a problem through or will be pushed through a process. The answers say a lot about how a supplier sees its customers.

Small retailers deserve support that respects their time and their knowledge of their own business. For us, that means picking up the phone and having a proper conversation.

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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 Understand Human Service: When Did Talking to Your POS Software Company Become So Hard?

September 21, 2026
2 Min read
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There is a disconnect between some software companies and their customers, and retailers feel it most when something goes wrong.

The pattern is familiar. A retailer needs help, so they visit the software company’s website. There is no phone number, only a form. Or there is a phone number, but it leads to a multi-layered menu that ends with an invitation to leave a message. Or the only channel is email, with a reply promised in one to two business days. Or the call connects to an offshore help desk where the staff, through no fault of their own, do not know much about the software itself.

None of that helps a retailer with a queue at the counter.

Tower Systems takes a different view. Support is personal, and it all starts with a conversation. Retailers who call Tower Systems talk to a human. Not a menu. Not a chatbot standing guard in front of the humans. A person who knows the software, because supporting it is their job.

That accessibility runs deeper than the help desk. Customers of Tower Systems can easily reach a human in support, in sales, and in leadership. Plenty of software companies keep their decision-makers well away from customers. Tower Systems does the opposite, and has for decades. It is a genuine differentiator, and retailers notice.

Why does this matter so much in specialty retail? Because context matters. A generic help desk can reset a password. It takes people who understand a retail channel to help with the question behind the question, the one about the business itself.

Tower Systems develops and supports POS software for local specialty retailers in Australia and New Zealand. The focus is only on indie retailers, not franchises or chains. That focus keeps the company close to the people it serves, close enough to answer the phone.

For any retailer weighing up POS software, here is a simple test: before signing anything, try to get a human from the company on the phone. The result tells you plenty. At Tower Systems, we’re here: 1300 662 957 or sales @towersystems.com.au If you’re in NZ, call 0800 444 367.

Learn more at www.towersystems.com.au.

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Free AI POS software support at 11pm: the Tower Systems chatbot

August 19, 2026
2 Min read
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Questions do not keep business hours. A retailer reconciling at the end of a long day, or setting up a new supplier at ten o’clock at night, needs an answer then. Not the following morning.

The AI chatbot on the Tower Systems website sits in the bottom left hand corner of every page. Clicking the box opens it. From there, it is a conversation.

What separates it from general purpose AI tools is what it has been trained on. The chatbot is trained only on Tower Systems software and the company’s own documentation. It does not roam the internet and it does not invent answers. When it does not know something it says so, and it makes clear how to reach a human. That constraint is deliberate, and it is the reason the answers can be relied on.

The usage patterns have been telling. People are asking questions at nine, ten and eleven o’clock at night. One user worked through seven or eight questions in a single session, building on each answer as they went.

The scope is broader than software mechanics. Rather than only explaining which button to press, the chatbot offers context and helps with the decision sitting behind the question. One retailer described a tough trading period and received useful business advice in response.

It is also not generic. It was built for the channels Tower Systems serves: jewellers, garden centres, bike shops, newsagents, bookshops, pet shops, toy shops, music shops, camping and outdoors businesses, fishing businesses and firearms dealers. The advice reflects those specific trading realities.

More than forty languages are supported, which matters in Australian and New Zealand retail. The chatbot is available twenty four hours a day, seven days a week, at no cost, to anyone who visits the site.

It sits alongside the Retailer AI tools inside the software itself, where retailers report saving between five and ten hours a week on supplier invoices, insights, product descriptions and reordering. What those hours are worth in dollars is a story for its own post.

Human support has not gone anywhere. The chatbot simply means the wait is optional.

Tower Systems builds POS software for specialty retailers across Australia and New Zealand. Locally made. Locally supported.

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POS software support in your language, whatever your language

July 24, 2026
3 Min read
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Small business retailers are loving that they can ask a question about out Tower Systems POS software in their language, and get an answer in that language.

Ask a question in Vietnamese, get the answer in Vietnamese. Ask in Mandarin, Hindi, Greek, Arabic or Korean, and the answer comes back the same way.

Our POS software customer service chatbot understands questions in more than 40 languages and answers in the language of the question. Not vague, generic answers either. Specific detail on how to use the software: which menu, which button, what to do next.

Tower Systems has offered this for several years now, and customers are loving it.

Here is why it matters. Retail in Australia and New Zealand is wonderfully multicultural. Plenty of shop owners and their team members speak English as a second, third or fourth language. They run terrific businesses. But asking a technical support question in English, about software, under pressure, mid-shift, is harder than it should be.

The chatbot removes that barrier. You ask in the language you think in. You get an answer you can act on straight away. No waiting, no translating in your head, no putting the question off because it feels like too much effort.

English documentation has been the default in POS software support forever. That default quietly excludes a lot of capable retailers. Support in 40+ languages, available any hour the question occurs to you, makes professional POS software support genuinely accessible across multicultural Australia and New Zealand.

To be clear, the chatbot does not replace our human help desk. Our people are still here, on the phone and by email, delivering the locally based support Tower Systems is known for. The chatbot sits alongside them, handling the quick how-do-I questions at any hour, in any language, so the humans can spend their time on the questions that need a conversation.

We think this is what good software support looks like now. The technology has caught up with who our customers actually are.

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The right POS system or website for any retail business depends on the specific needs of the business. Tower offers POS software and websites 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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