24/7 POS system support is a smart business move

By Bethany Ramos

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Woman wearing a phone headset

You may have heard the saying that the customer is always right. But how does this impact your level of customer service?

Consider these intriguing customer service statistics provided by LinkedIn:

  • A customer is four times more likely to shop from a competitor after experiencing a customer service related issue.
  • 91% of unhappy customers will leave a business and never return.
  • An unhappy customer will tell anywhere from 9 to 15 people about their poor experience.
  • 55% of customers are willing to pay more for better service.

For many customers shopping in a fast-paced digital marketplace with limitless options, stellar service can seal the deal. If your business’s point-of-sale system experiences errors or crashes completely, you want to know that POS support will be available when you need it, day or night. A POS that goes down could turn customers away during peak business hours. Customers with a poor impression of your business may never return.

24/7 tech support is a must when you have a line of customers out the door or when you’re trying to close out at the end of the night. Prompt POS support when you need it will keep your point-of-sale system up and running and could save your business thousands of dollars in lost time.

24/7 point-of-sale support benefits

In the point-of-sale industry, 24 hour support is unfortunately not a given. Many POS vendors limit their tech support to business hours; live representatives may not be available for after-hours emergencies.

Here are some of the immediate benefits you can receive by seeking out 24/7 point-of-sale support:

  • Unlimited telephone support access
  • Unlimited web support sessions with technicians
  • Unlimited email support
  • Immediate hardware issue resolution
  • Remote desktop troubleshooting

Most minor point-of-sale issues that pop up after-hours can easily be resolved by a skilled support technician on the spot. For major POS hardware issues where immediate resolution cannot be reached, technicians may be sent on-site for next day service.

What to consider when shopping for 24/7 point-of-sale support

As you narrow down your search for the right POS vendor, think of 24/7 support as more than the icing on the cake. Take the time to read the fine print carefully before signing a POS agreement. 24/7 support should offer technician-led troubleshooting for both software and hardware issues, 24 hours a day, 7 days a week, 365 days a year.

Most importantly, don’t forget one keyword when looking for round-the-clock POS tech support: live. While a POS vendor may advertise 24/7 tech support services, it’s critical that you are put in touch with a live representative via phone, email, or chat after-hours instead of a recorded message.

Some POS vendors may offer free 24/7 tech support with their service, while others may provide a free 30 day trial period for all-hours support. If a POS vendor charges for 24/7 live tech support with remote assistance, fees may start as low as $1.35 per day in an annual contract.

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