Unlike many of our competitors, we know independent retailers. We know they work more than just business hours. That is why we proactively led by offering unlimited support. Today all our clients have easy access to personalised continuous support 24 hours a day, seven days a week, 365 days a year with our local, friendly and competent staff to help them when they need support. Unlike others, we do not close our offices over the season and New Year but worked straight through and this year; I noticed it was a longer season compared to previous years. The trend which I noted here for this seasonal shopping season to get longer is continuing. Which is good as most people stated that they were very active during this festive season! However, as a result, we are very busy here too. So I reckon that our clients are getting their support fees worth over the Christmas and New Year period.
This, however, I admit has been a significant cost to us, which explains why many others are now pushing their support particularly programming off-shore, limiting what they provide support for e.g. no XP, viruses, etc. and reducing telephone hours by closing their office. Neverless we believe our efforts do pay off and that providing ongoing support is much of the reason we have such an unusually high merchant retention of about 98% renewal and our Net Promoter Score (NPS) is over 30%
We certainly have received many unsolicited, enthusiastic feedback like this one from our clients thanking us for the excellent support service we are providing.
If you are interested in learning more about our point-of-sale system and seeing the difference let us know.
