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Why POS Solution providers need 24x7 support?

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Posted on Nov 08, 2021
by Kishor Kulkarni ( Vice President - Business Development)

Why POS Solution providers need 24x7 support?

The point of sale (POS) software application serves as an interface for a customer to complete payments for goods or services, including the payment for sales taxes. The POS transaction can take place in person or online, with receipts generated in print or electronically. POS systems with cloud connectivity are becoming increasingly popular with merchants.

A POS system offers numerous benefits. It streamlines operations, increases productivity, and boosts profits. If that POS system crashes or goes down for any reason, business operations can come to a halt. Customers cannot pay for their meals, orders cannot be processed, and fresh patrons will have to be turned away. The level of POS technical support is critical during times like these when a quick recovery could mean the difference between a short downtime and a longer one. For example, a restaurant owner should always take POS support into consideration when choosing a new POS system.

In order to understand how important POS tech support is as a selling point, it is important to understand exactly what it covers. In general, there are four main POS support components.

  • Training for POS systems: As intuitive as POS systems may be, training of management and employees is always essential.
  • On-site Maintenance: Keeping any POS system's software updated and running smoothly is imperative.
  • Offsite backup: Like any software-based system, it is vital to have backups of all data in case of an emergency. POS systems often have the ability to create automatic backups to the cloud, which allows important data to be retrieved and a complete system restores to be performed in the event of a system failure.
  • Remote assistance and support: When your POS system goes down, you may not be able to wait for an onsite team of techs to come to your aid. Time is of the essence in the highly competitive hospitality industry, so you should have access to assistance and support whenever you need it.

POS Support 24 x 7 Makes All the Difference

Majority of POS systems on the market offer some level of technical support, but the real question is whether that support is reliable and available. In the hospitality industry, especially, having a support team that can only be reached during the weekdays from 9 AM to 5 PM is not good enough. The peak times of many restaurants conflict with 'standard' work hours, and technical support is often called after hours or on weekends to resolve problems. A sudden power surge can knock POS systems offline, essentially shutting down operations. Perhaps the credit card readers failed and could not connect to the network for authorization. In either case, a restaurant can quickly become unprofitable on a busy night if it cannot resolve the issue. When you're in a position like this, you can't wait until the morning or muddle along for 24 to 48 hours hoping a representative will call you back. If you are going through a crisis, you need a support crew that is on call and ready to help as soon as possible. It must be available 24 hours a day.

It's not all about crisis management, of course. POS support teams should also be able to assist with system setup and maintenance, as well as employee training sessions. Even non-critical issues can arise at odd hours, due to the nature of the restaurant industry, making it all the more important that you have a team of support representatives available 24 hours a day, 7 days a week.

At Aress, we partner with some of the leading POS Application providers in terms of providing round-the clock support assistance to their users. In a highly competitive market, we are dedicated to helping you find the support staff you need to realize even greater success.

Category: 24x7 Technical Support

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