Types of Customer Support Services for Restaurant POS Systems
In the restaurant industry, a reliable Point of Sale (POS) system is crucial for daily operations. To ensure these systems run efficiently, comprehensive customer support services are typically offered by providers. These services are designed to handle both software and hardware related issues.
Software-related support often includes live phone support, allowing restaurant owners and staff to get immediate assistance with software problems. The team answering these calls could be directly associated with the company or outsourced to a third-party service. Charges and fees for software support should be clearly outlined by the provider.
Software support also encompasses updates, sometimes referred to as service packs. These updates maintain the system's efficiency and security. Some providers include these updates as part of their software support fees, while others may charge additional fees. Furthermore, remaining PCI compliant, adhering to the Payment Card Industry Data Security Standard, is another critical aspect of software support.
Hardware support typically includes a warranty, covering specific aspects of the hardware for a certain duration. Many providers also offer a Service Level Agreement (SLA), a formal agreement that outlines the expected level of service, including availability, performance, operation, maintenance, upgrades, and billing.
24/7 Customer Support Options
Given the non-standard operating hours of many establishments, 24/7 customer support availability is not a luxury, but a necessity. POS systems such as Toast and Lightspeed Restaurant POS have been highlighted for their commitment to providing continuous support to their users. However, while some POS system providers advertise 24/7 support, the actual availability and quality of this support can vary.
Common Issues Resolved by Customer Support
Customer support for restaurant POS systems can resolve issues including technical difficulties or outages, user experience problems, payment option limitations, security vulnerabilities, and integration and flexibility issues.
For example, Heartland offers a range of support services for their POS systems, equipped to handle a wide range of problems. They aim to provide timely assistance with an average call response time of 30 seconds. For specific issues, Heartland provides different support channels including a knowledge base and a customer support chat widget for quick technical questions.
Role of Customer Support in Software Updates and Technical Glitches
Like any other technology, POS systems can encounter technical glitches or require software updates. Customer support for restaurant POS systems can indeed assist with these issues. This support can be instrumental in resolving issues promptly, minimizing downtime, and ensuring the smooth running of restaurant operations.
However, the specific level and availability of customer support may vary depending on the POS provider. Therefore, it's crucial for restaurants to understand the level of support offered by their POS provider before making a decision.
References
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