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Evaluating service levels while choosing a NUTRACEUTICAL POS system

When POS software is being purchased the trader enters into a long-term relationship with the vendor. It is essential for traders to know that there is nothing called “fool-proof software”. While making the decision of selecting a particular POS firm, it is necessary that there will be continual contact between the trader and the vendor for consulting, hardware, software updates and training. The POS firm’s support level will be the distinction factor between having a good experience or a bad one. It is advisable to take some time out to find out about the level of support provided by a POS firm. If a firm is not in a position to provide certain support services, then it is best not to consider such a firm seriously.

The following questions need to be asked so that the service levels can be evaluated –

  1. Does the firm offer support 24 * 7, all round the year?

It is necessary to get support which works at any time of the day. Hence, it is advisable to find a firm that will provide services whenever assistance is required.

  1. How does the firm diagnose issues?

With the help of web-based solutions, it is easy to diagnose support issues immediately. This will allow support teams to resolve the issues immediately. With on-site solutions, time is wasted since someone needs to come to the location and access the problem first. After this, measures can be taken to fix the problem.

  1. What is the average wait time to provide support?

It is essential to know how long one has to wait before the support phone is answered. It is abysmal if the waiting time exceeds 30 seconds. A firm that does not answer support calls immediately shows that they have no care towards consumer issues.

  1. What is the pick-up level of the first call?

Usually, firms say that the pick up calls are taken within 30 seconds. However, it is vital to know the time taken to get to speak to the support person. In most cases, support lines are answered by automated systems that place a caller in a call-waiting pattern or send the caller to voicemail directly. This could get time consuming and frustrating for the caller when he/she wants to talk to the actual support person when the call is made for the 1st time. When the pick up level increases, the chance of speaking to a support person also increases.

  1. What is the uptime of the system performance?

A point of sale system needs to be up and running for 99.9% of the instance. If the promised uptime is 98%, then this implies that the system could be down for twenty-nine minutes in a day, which is unacceptable.

By asking these questions, it is possible evaluate the service levels before selecting a POS system. By purchasing a POS system after evaluating the service levels, a trader will not only eliminate headaches for the present, but also for the future. Contact one of our helpful account representatives to assist you in the setup of a high risk merchant account or offshore merchant account for a high risk merchant.