Choosing the right Point of Sale (POS) system is crucial for the smooth operation of your business. While features and pricing often take center stage in decision-making, one critical aspect that frequently gets overlooked is technical support services. In Gartner Digital Markets 2024 Tech Trends Survey, 31% of retailers who regret a software purchase say it is because of poor POS customer service.
The Importance of Reliable POS Customer Service
Reliable customer support is the backbone of a successful POS system. Even the most user-friendly solutions can present challenges that require professional assistance. Whether it’s during installation, training, upgrades, or day-to-day operations, the need for reliable POS customer service ranges from convenient to critical. From technical issues during peak business hours to questions on how to run a report, having a friendly, easy to access POS customer service team helps to minimize downtime, ensuring your business runs smoothly and efficiently.
On the flip side, poor POS customer service with long wait times, lack of knowledgeable support staff, and expensive support contracts can result in revenue loss, unhappy customers, and inefficient use of your valuable time and resources.
Here are three red flags to watch out for when assessing a POS customer service provider.
1. Hard to Find Support Contact Information
A major red flag for inadequate POS customer service is hard to find technical support contact information. Prior to signing a contract, you may find the sales team to be very responsive, but this is not always indicative of what you will experience when you need technical support. Here’s a quick test: Look for a support phone number on the POS company’s website. If you can find it, do you quickly reach a knowledgeable representative, or do you get lost in a labyrinth of phone menus? Similarly, try emailing customer support. If you can’t find an email address or if it takes an unusually long time to get a response, take note. When website FAQs and articles fail to answer your questions, it’s a lifesaver when there’s a real person available to provide real answers promptly.
2. Support Limitations in the Fine Print
Before signing any contract, scrutinize the details of the support provided. Look for clear and transparent details on what exactly is included in the service agreement. Just as you would compare features and pricing, weigh competitor POS customer service contracts against each other. Some solution providers offer unlimited POS customer service, while others place a limit on the number of calls, or only offer email assistance. Also consider onboarding support and ongoing updates. Does support vanish after the initial onboarding period? Are upgrades included, or do they come at an extra cost? Since small business owners often work beyond standard office hours, check if emergency support is available after hours. While many providers claim to offer 24/7 support, this doesn’t always mean immediate access to a representative who can address your urgent needs. If the support terms aren’t clearly defined in your contract, this is a significant red flag.
3. Siloed Sales, Support and Development Teams
In many tech companies, teams from different departments operate in silos, often on different floors or even in different countries. This disconnection between sales managers, software developers and POS customer service representatives can lead to significant issues. When departments don’t share priorities, knowledge, or information, you end up being passed around between them to solve a problem. This can be incredibly time-consuming—a luxury small business owners don’t have. A POS provider with colleagues across the organization working collaboratively is a better choice. This setup fosters a high level of service, quicker problem resolution, and a culture of innovative problem-solving and future-proof thinking.
How to Choose the Right POS Provider
When evaluating POS solutions, compare technical support services in addition to software features and pricing. Look for a POS provider that is committed to supporting you today and in the future. In addition to watching for the red flags mentioned: hard to find contact information; support limitations in the fine print; and siloed departments, there are a few other key indicators to look for. Consider the POS solution provider’s longevity in the industry. A company with multiple decades in the industry will give assurance that they will be there for you in the long run. Case studies and testimonials will give some insights on the priorities of the POS company. For extra insights, speak with current customers or read the comments section on the company’s social media (with a grain of salt, of course). A company dedicated to exceptional customer service will take the time to understand your business during the sales process and work diligently to retain your business, recognizing that your success is intertwined with theirs.
By prioritizing POS customer service when selecting retail software solutions, you ensure smoother operations, faster issue resolution, and a more reliable partnership, enabling your business to thrive.
