June 25, 2024

POS Support: Guide to Customer Service for Your System

POS Support: Guide to Customer Service for Your System

Getting great support for your point of sale system is critical. Dive into our guide to learn about:

Why POS Support Should Be a Top Priority

Your point of sale (POS) system drives your inventory, employees, sales, and so many more aspects of your business. When issues arise, you don’t want to spend time without the assistance of your trusty tech. But that can be the reality when you choose a solution without strong technical support backing it. Too often, business owners wait hours for a resolution, putting revenue and customer satisfaction at risk.

Choosing a merchant services provider with a strong track record in customer service is essential to avoid technical nightmares. At Electronic Payments, we’re proud to offer our merchants one of the best support programs in the business. Our 24/7, U.S.-based Technical Support team leads the industry—and the proof is in the numbers. Our average support team member has over three years of experience and can resolve issues quickly and effectively; on average, customers connect with a team member, troubleshoot, and resolve their issue within fifteen minutes.

Learn what best-in-class service looks like: see our annual Tech Support stats.

What to Expect from POS Customer Service

Your relationship with POS support will likely change as you get to know your system better. We’ll break this down into two phases: your onboarding and your ongoing POS support.

Onboarding Support

A good service team is there for you from the very beginning of your relationship with your POS provider. At EPI, you’ll meet your support team early on as you and your staff onboard your new hardware and software.

Our priority is to make your transition to a new POS as seamless as possible, so we take an active role in setting up your system. This includes setting up menus and inventory, pricing, and taxes for you so your POS is customized and ready to go right out of the box. By doing this on our end—with your review over the phone—we can save you weeks of setup work and make sure your tech is tailored to your business needs.

Once your POS arrives, we provide installation support and training over the phone to get you and your team ready to work. By this point, you’ll be more than ready to handle your day-to-day POS processes, but you’ll still have a 24/7 tech support team at EPI to reach out to for unexpected issues.

Ongoing Support

Once you’re up and running, you’ll most often reach out to a help desk team for things like:

  • Software upgrades
  • Hardware installations, repairs, or swaps
  • Assistance with backup
  • Help with error messages
  • Training

We’re here to help whenever the need arises and give you the training you need to avoid potential technical problems. Each year, our support team participates in thousands of meetings to keep merchants up to date on new Exatouch® POS features, provide demos, and walkthrough potential sources of error before problems arise.

Tips to Get the Most from Your Support Team

Set yourself up for success and minimize downtime by using these tips when calling support.

Be Familiar with Your POS System

Familiarize yourself with your system’s tools and applications. Be prepared before issues arise by taking advantage of the training resources available to you, such as dedicated training sessions, demos, and the online Exatouch Knowledge Base.

Some of the core functions you’ll want to be familiar with to help your support calls go smoothly include:

  • Ringing up and refunding sales
  • Managing inventory
  • Scheduling employees
  • Pulling and emailing reports
  • Setting tax rates
  • Batching out
  • Selling, redeeming, and adding value to gift cards

Take a Few Steps Ahead of Your Tech Support Call

Before you place your call to Technical Support, make sure you:

  • Check your internet connection and whether your provider is experiencing outages
  • Are physically near your POS system
  • Write down some notes about when the issue occurred and what preceded it
  • Snap photos or take screenshots of any error messages

Stay On Top of Maintenance

Just like you need to have a physical every year to maintain your health, your POS requires proactive and preventative maintenance to ensure optimal operation. Exatouch’s POS software is enhanced frequently with new features that are only accessible when you update your software to the latest version. You can ensure you don’t miss out on these critical updates by scheduling an appointment with Technical Support to get set up. After you’ve batched out for the day, our team will walk you through the steps to update your software and make sure you’re all set to take advantage of the new features.

Share Details

The professionals you’ll speak to on EPI’s Technical Support line are well-versed in our technology; the more detail you can provide about your problem, the faster we’ll be able to resolve it. With the right information, diagnosis and resolution can take minutes. We know your business might be on hold during a POS issue, so we’ll always work quickly to get you back up and running.

Communicate Often

Be sure to communicate issues as they happen. It’s wise to troubleshoot issues when they occur rather than making a list of accumulated problems to address all at once. In fact, resolving an issue right away may mean a subsequent issue never happens in the first place.

Frequently Asked Questions on POS Tech Support

How and when can I reach Exatouch POS Support?

The Technical Support team is available 24/7. You can reach us at (800) 966-5520 – Option 3.

How long will a call with Technical Support take?

In 2023, our average call length was 12 minutes and 30 seconds, and 70% of calls were answered within 60 seconds.

Can you help me over the phone, or will I need to wait for someone to arrive in person?

EPI Technical Support provides remote assistance over the phone. If you require on-site service, please contact your local representative for assistance.

Do I need to pay extra for EPI’s Technical Support?

Our Technical Support team is available to everyone in the EPI family free of charge!

Does your support team offer training?

We host thousands of live Exatouch training sessions each year, as well as demos and consultations. To schedule a dedicated training session with our experts, contact us.

Do I have a limited number of support tickets?

No, we’re here to help whenever you need us. Don’t hesitate to reach out if you have any questions!

Ensure You Get Top-Tier Support

If you’re looking for a POS system, back it with a strong support team. Already using Exatouch? Make the most of your partnership with us by using our support line and resources!

Want to learn more about Exatouch and the level of support we put behind it? Set up a free demo!

Schedule a Demo