Support is way more than just a helpline or a chatbot button at the bottom of the screen; it’s an extension of your business. That’s especially true when you’re adopting new systems like retail software, where downtime isn’t just inconvenient, it’s costly. If your till crashes or your stock levels vanish mid-trade, you don’t want a ticket number. You want a human being who understands your world, and can fix it, fast.
That’s the difference between standard support and support that actually supports. And it’s what sets our team apart.
What retailers really need from support
Most of us have been burned by bad support at some point or another. Maybe you submitted a help request and waited 48 hours for a generic reply. Or maybe you got routed through five different people, repeating your issue every time. Meanwhile, your customers were waiting, and your team was stressed out.
Retailers don’t need more friction. Here’s what they really want (and deserve) from their support team:
Immediate help
When your system’s down, you don’t have time to wait in a queue.
Plain-English explanations
Not everyone is fluent in tech jargon.
Proactive alerts
It’s much better to hear “We spotted something odd and fixed it” than to discover it yourself at the worst possible time.
Consistency
It’s easier to trust a team when you’re not starting from scratch every time you call.
Our approach: Embedded support and ongoing training
Support isn’t just there for when things go wrong. Done right, it’s a partnership, one that helps your business grow more confident in its systems over time.
Here’s how we do it:
Onboarding calls that don’t feel like homework
We don’t just hand over login credentials and wish you luck. Our onboarding calls are tailored, friendly, and practical. We walk through your actual workflows and get you set up in a way that makes sense for your store, whether you run a farm shop, a fashion boutique, or a multi-site franchise.
Regular check-ins
You’ll hear from us before you need us. We check in regularly, not just to troubleshoot but to ask how things are going, what’s changing in your business, and how we can help you adapt.
Live chat with real people
Our live chat connects you directly to a trained retail support specialist (not a bot). And we don’t leave you hanging either, most chats are picked up in under 2 minutes. What did we tell you, super speedy!
Webinars and updates that actually add value
Whenever there’s a system update, we don’t just push it live and assume you’ll notice. We run short, digestible webinars to show you what’s new and how to use it. It’s about making improvements visible and useful, not just technical.
Here’s what some of our clients have to say about the difference our support makes
“I rang at 7 am in a panic — the till wasn’t starting. They talked me through it in 3 minutes.”
“I expected an email queue. I got a call back in under 5 minutes. Problem solved, sales resumed.”
What to look for in retail software support
Choosing retail software? The system matters, but so does the team behind it. After all, it can be great software but if no one’s there to help you use it, it won’t do your business much good.
Here are some tips to make sure you’re getting the support you deserve:
Choose a provider with industry-specific knowledge
Retail isn’t just retail. Running a deli is different from running a clothing store. Your support team should know the difference.
Test support during your trial
Don’t wait until you’re committed. During your trial, call or message support with a real (or even made-up) issue and see how they respond.
Treat every support call as a learning moment.
A good team will do more than just fix the problem, they’ll show you how to avoid it next time. That’s how your confidence grows.
Final thoughts
We know your time is tight. We know your customers don’t wait. And we know that no system, no matter how polished, is perfect. What matters is how fast, and how helpfully, your support team jumps in when things wobble.
Support isn’t a feature. It’s a promise, and we take that promise very seriously.
If you’re looking for support that actually supports, well, now you know where to find us. Come have a chat to find out how our software could help your business!
