Understanding the Importance of POS Support and POS Customer Service

If you need help “fast,” forget it. I’ve waited, on average over 40 minutes to speak to a tech support member. Once I get them, they are helpful, but getting to them is crazy. I’ve tried the WhatsApp route with the same problem. I’ve sent messages and didn’t get any response for over a half hour. They make it sound like you will get immediate help – this is absolutely not true. I feel like once you are past your first month, you are on your own…they really don’t care about you or any issues you might have. I am very unhappy with my decision to choose this POS system.” 

  • A customer review on one of the most popular POS solutions on the market. 

This is the worst feeling and scenario you could wish for as a business owner. Having prompt, knowledgeable customer support is crucial. This blog outlines key considerations when evaluating POS customer service, from response times to communication skills. It also provides an overview of training to expect from POS vendors, troubleshooting capabilities, and using online reviews to assess support quality.

What to Look for in a POS Support Team

No matter what kind of point of sale system you need, customer support is always one of the most important things to consider. Below are a few things to keep in mind about customer support when you’re evaluating POS systems.

Expertise in the field

Before signing a contract or purchasing POS software from a POS supplier, ensure that the product specialist who will talk to you about the product has established and proven expertise in retail POS systems. This expertise should be demonstrated by understanding different retail environments and knowledge of other POS systems and their features. The agent must be able to answer all your questions. An experienced POS service provider will have in-depth knowledge of hardware and software components, ensuring seamless integration and optimum performance.

Promptness in response

You need prompt and responsive support when problems occur in order to avoid sales disruptions. Choose a provider that offers 24/7 phone and online support with quick response times. If your POS goes down on a busy Saturday, you’ll want an expert available right away versus waiting hours or days for a callback.

Proactive approach to issues

Look for proactive support that gets ahead of potential issues. They should monitor your POS system remotely and offer regular maintenance to optimize performance. For instance, they could spot irregularities in your network traffic that indicate a developing issue and fix it before it causes downtime.

Strong communication skills

Strong communication skills are a must to keep you informed and provide clear explanations and instructions when you need support. Ensure support reps speak in friendly, understandable language – not complex technical jargon.

Continuous training and updates

Continuous training and software updates are vital for your provider to deliver up-to-date, relevant support. They should stay on top of the latest POS features, security protections, and industry best practices. For example, they should advise and assist you in applying new software patches to avoid vulnerabilities.

Quick Response Time

Perhaps most important is the turnaround time on support inquiries for your POS system. Merchants need fast and reliable responses. Read product reviews for various point of sale options to see what others are saying. You can even try calling the POS support lines directly to see how fast someone answers.

What Type of Training Should a POS Support Team Offer?

When acquiring a point of sale system, it’s crucial to ensure you get comprehensive training to use the system to its fullest potential. Here are some training aspects you should expect from your POS vendor support team:

Onboarding and Initial Setup Training

  • Guidance on hardware setup: Connecting cash drawers, printers, card readers, and other peripherals. Ideally, a system is delivered to you as a plug-and-play solution, meaning it needs only to be plugged in and connected to the internet in order to start functioning fully.
  • Software installation and initial configuration: Assisting with the installation process and initial setup according to your business requirements. This can be done remotely or on-site.
  • Account setup: Configuring user profiles, permissions, and other account details. Typically, an account manager will assist with such onboarding tasks.

Basic & Advanced Features Functionality Training

  • Transaction processing: Running sales, returns, exchanges, and gift cards
  • Inventory management: Adding, editing, and removing products; stock counts; and low stock alerts
  • Employee management: Setting up employee schedules and permissions and tracking sales by staff
  • Loyalty and promotional programs: Creating and managing customer reward systems or discount programs
  • Reporting and analytics: Access, read, and interpret sales, inventory, and employee performance reports
  • eCommerce integrations: POS integrations with online sales and eCommerce platforms
  • Personalizing the interface: Adjusting the POS layout, receipt design, or other custom needs specific to your business
  • Third-party integrations: Connect the POS system with other business tools like accounting software, CRM, or email marketing platforms
  • Mobile functions: Understanding any different functionalities or limitations of mobile versions

Troubleshooting and Maintenance

  • Basic troubleshooting: Addressing common issues or errors that users may encounter
  • Software updates: Updating the system and understanding new features or changes
  • Backup and data recovery: Ensuring data is regularly backed up and understanding the steps for recovery

Ongoing Support and Resources

  • Access to online resources: Manuals, tutorial videos, FAQ sections, and other online resources that can be referred to anytime
  • Training for new employees: Offering refresher courses or dedicated sessions for newcomers
  • Regular webinars or updates: Periodic sessions to introduce new features or address common issues users face

Ensuring your POS vendor provides training in these areas will enable you to leverage the system for maximum efficiency and benefit.

What Are The Questions You Should Ask The POS Customer Support Team?

Nothing is more important when shopping for a new POS than asking the right questions. No matter what system you’re thinking about, ask your sales representative each of these questions before making a purchase.

How might I contact support when encountering an issue?

  • Ask what the different channels are available to contact support – phone, email, live chat, support ticket system, etc. This will help you understand the options to contact them when you face an issue.
  • Inquire if there is a dedicated support line or if it goes to a general customer service number. A dedicated line can mean faster response times.
  • Find out if they offer 24/7 support or if support hours are limited. Knowing the hours can help set expectations on when you can get help.

When is support available?

Support availability varies depending on the provider. Some providers offer 24/7 support, while others may have specific business hours. Knowing the availability is crucial, mainly if your business operates during non-standard hours. Providers with limited support hours usually display them on their website or inform customers during onboarding.

  • Ask for the specific hours of operation for phone, email, and chat support. This will tell you when to expect a live response via each channel.
  • Inquire if they have after-hours or emergency support. This would provide assistance outside regular operating hours for critical issues.
  • Find out if support hours differ by location. Support times may vary if they operate an international help desk.

How quickly does customer support usually respond?

Response times can also vary. Many providers aim to respond to emails within 24 hours, and phone or live chat support is often immediate. However, during peak times, there may be longer wait times. Some providers may offer different service levels, with premium support packages guaranteeing faster response times.

  • Ask the average response times for each channel – phone, email, chat, etc. This sets expectations on how quickly you can expect a reply.
  • Inquire if they offer priority support or expedited responses for paying customers. This may speed up response times.
  • Ask if they have SLAs or guaranteed response times. This signifies a commitment to timely responses.

Is remote assistance an option, or is an in-person IT visit required?

Most POS providers offer remote assistance as the primary support method, resolving issues through phone, email, or live chat. Some providers also utilize remote desktop software to troubleshoot and resolve problems directly. However, for hardware-related issues or complex problems, an in-person IT visit might be required.

  • Find out if remote support, like screen sharing, remote desktop, etc., can troubleshoot issues. This may prevent needing an in-person visit.
  • Ask when remote support is used versus an in-person visit. This helps you understand when you may need to wait for a technician.
  • Inquire if in-person support is provided and the typical response time. On-site visits may involve wait times to dispatch.
  • Ask if there are charges for remote or in-person support. There may be fees involved for certain types of assistance.

Use Online Reviews to Assess a POS Vendor’s Customer Support 

Online reviews can be valuable for assessing a POS vendor’s customer support. By reading reviews from other businesses, you can understand how responsive and helpful the vendor is and the issues they can resolve. Here are some tips on leveraging online reviews to assess a POS vendor’s customer support better:

Explore multiple review platforms

  • Industry websites: Explore reviews on industry-specific websites related to POS systems.
  • Review websites: Browse websites like Capterra, G2 Crowd, and Trustpilot for unbiased reviews.
  • Social media: Check the vendor’s social media accounts for customer feedback, comments, and how they handle queries.
  • Forums and communities: Participate in forums like Reddit and Quora to get firsthand user experiences and advice.

Look for consistent patterns

  • Positive patterns: Repeated mentions of helpful, prompt, and knowledgeable support staff
  • Negative patterns: Frequent mentions of unresponsiveness, long wait times, or unresolved issues
  • Specific issues: Note if there are recurring problems with the product that the customer support team cannot resolve

Consider the industry 

When assessing a POS vendor’s customer support, it’s essential to consider the industry. Some industries, such as retail and hospitality, have more complex POS systems than others. As a result, these businesses may require more support from their POS vendor.

Consider the Vendor’s Engagement

  • Public response: Check if the vendor publicly responds to negative reviews and how they handle criticism.
  • Follow-ups: Assess whether the vendor follows up with customers after resolving issues.
  • Resolution offers: Evaluate if the vendor offers compensation or resolution in response to negative reviews.

Conduct a Trial or Demo

  • Real experience: After reviewing, use a demo or trial version, if available, to get a firsthand customer support experience.
  • Raise queries: During the trial, contact the support with queries and issues to assess their responsiveness and effectiveness.

Online reviews can be highly informative, but they should be one of several tools to assess a POS vendor’s customer support. Additionally, relying on recent, detailed, and verified reviews from credible sources can help ensure the accuracy and relevance of the information you gather.

Keep your specific needs in mind and weigh the importance of customer support against other factors like price, features, and usability when making your decision.

KORONA POS Customer Service Review

KORONA POS is a cloud-based POS system that offers a wide range of features for retail businesses of all sizes. One of the things that KORONA POS is known for is its excellent customer service.

KORONA POS customers consistently give the company high marks for its customer service. In a recent review, one customer said, “Integration was relatively easy. Tech support is outstanding. It is so feature-rich and customizable.”

Screenshot of a KORONA POS customer review from Capterra

Source: Capterra 

Another customer said, “I had such an antiquated system before, implementing KORONA POS has been a huge game changer for my overall profitability. Implementation was seamless and painless! The support staff is great and always ready to help. Had I known it would be this easy, I would have made the switch sooner!”

Screenshot of a KORONA POS customer review from Software Advice

Source: SoftwareAdvice 

KORONA POS offers a variety of customer support options:

  • Phone support
  • Email support
  • Chat support
  • Online knowledge base
  • Video tutorials

KORONA POS also offers a variety of training options:

  • In-person training
  • Online training
  • Self-paced training

What industries does KORONA POS serve? 

KORONA POS is a good fit for retail businesses of all sizes and industries, including wineries, liquor stores, convenience stores, vape shops, dispensaries, CBD, gift shops, bookstores, etc. It also serves QSRs (quick-service restaurants) and admissions. KORONA POS offers a variety of features that are specifically designed for these types of businesses: 

  • Inventory management
  • Age verification
  • Tax compliance
  • 100% free Gift card support
  • CRM and Loyalty program support
  • Processing agnostic 
  • eCommerce integration 

KORONA POS also offers a variety of integrations with other business software, such as accounting software and CRM software. This makes it easy for businesses to streamline their operations and get the most out of their POS system. It offers a wide range of features, excellent customer service, and a variety of package and benefit options to meet the needs of different businesses.

POS Support and POS Customer Service: Wrapping Up

A key factor to consider is the quality of customer support offered by the POS vendor. Online reviews and testimonials are important sources to learn more about POS customer service. Before signing any contract, you should ensure the vendor provides:

  • Excellent customer support through various channels like phone, email, chat, and online resources
  • A knowledgeable, responsive support team that can address most user challenges

Interested in learning more about how KORONA POS can help your business? Click below to contact one of our POS support teams to set up your free trial or product demo.

About the Author

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Mahougnon Martial Amoussou

Passionate about SEO and Content Marketing. Martial also writes about retail trends and tips for KORONA POS. He loves NBA games and is a big fan of the Golden State Warriors.