Who picks up the phone when you call the POS software help desk?
When you call the Tower Systems help desk, a person answers. They are in Australia or New Zealand. They don’t read from a script.
It could be Mitch, Minh, Roy, James, Tash, Travis, Simon, Paul, Michael or someone else on the team. Real people with real names, not an anonymous avatar or a generic email address. Real people delivering real support. Retail is personal, after all.
W’ve built software for independent retailers since 1981. In that time we’ve watched plenty of software companies move support offshore, add phone trees and hand staff a flowchart. We understand why. It’s cheaper.
It is also worse for the retailer on the other end of the line. So we haven’t done it.
Why scripts let retailers down
A script works when every problem looks the same. Retail problems rarely do.
Think about a Saturday morning. There’s a queue at the counter. A barcode won’t scan, or a supplier invoice has landed with the wrong pricing. You don’t want to be asked whether you’ve restarted your computer. You want someone who listens, works out what’s actually going on and helps you fix it.
Scripted support makes you prove you’ve done steps one to five before anyone will think about step six. That costs you time. Time at the counter costs you sales.
It also costs trust. Most retailers can tell within a minute whether the person on the line understands their business.
What you get from a person who can think
Our help desk team knows our software well. They also know the businesses we serve: newsagents, gift shops, garden centres, jewellers, farm supply businesses and more. They know what a lotto reconciliation looks like or how a layby works, because they talk to retailers about these things every day.
Without a script, they can do the obvious thing. Ask a question that fits your situation. Skip the steps that don’t apply. Notice when a small fault points to a bigger one. Follow up when they said they would.
Being local helps too. Our team works in your time zone and knows Australian and New Zealand trading conditions. Support is available six days a week, with after-hours help for urgent system-down problems.
I think this is the part people don’t see in a software demonstration. Features matter. But the day something goes wrong, the person who answers matters more.
Where AI helps, and where it hands over
We use AI too. Our help desk chatbot has been running for more than three years. Customers tell us it saves them time on quick questions, and that it answers in plain language.
It is there for the simple things, at any hour. It is not a wall between you and a person. When a problem needs judgement, experience or a conversation, you can reach a human on our team.
We chose that balance on purpose. The chatbot takes care of the quick questions, so our team has more time for the calls that need them.
A question to ask any software company
If you are comparing retail software, call each company’s help desk before you sign. See who answers. See whether they listen or read.
Then call ours.
Australia: 1300 662 957
New Zealand: 0800 444 367
Email: sales@towersystems.com.au
Contacting a human is easy.
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