Tuesday, November 17, 2015

Support and Hand Holding

A few thoughts and comments specific to differences in support options for point of sale systems as well as a trend that I have noticed recently specific to support.

When it comes to choosing between the newer generation of mobile point of sale systems like Clover, Silver, Lavu, Shopkeep, Bindo and Vend, it is not realistic to expect the same level of support that you would get by going with a point of sale system like Dynamics AX, Retail Pro, NCR CounterPoint or Retail Management Hero.  Even if you purchase a mobile point of sale locally, the partner/dealer/VAR can't afford to provide the same level of support on a $79/month POS system as they would on $12,000 POS system - the revenue just isn't there.

Of course many businesses do offer annual paid support options but the point is that you need to be a bit more self sufficient with the mobile POS systems (or have someone on standby) than the more expensive POS systems which normally include more personalized training and on-going support.

That being said, I have noticed a trend across all types of POS systems to outsource initial support to a help desk in an unknown location.  It pays to call the support line for any POS solutions that you might be considering to see what the response time is and how well the support works (thanks to Linda in Indiana for passing along that idea!),

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