Considering Shopify POS and prioritising human connection in your retail technology

Selecting a point-of-sale system is one of the most significant operational decisions an independent retailer can make. While technical features often dominate the conversation, the quality of customer support is equally vital to the long-term health of your business.

For many small business owners, the choice between a generic platform like Shopify POS and a dedicated specialty provider often comes down to the level of personal service available when things go wrong.

Shopify POS presents as an easy choice.

Our advice is: take your time, consider what really matters to your business, look at how you want to stand out, consider whether the software helps you be you.

The ripple effect of poor support

In retail, customer service is the cornerstone of success. This principle should apply to how your software vendors treat you. If you are unable to access high-quality, personal support for the tools that run your shop, it becomes increasingly difficult to maintain a high standard of service for your own customers. A delay in resolving a software issue can lead to frustrated staff and lost sales, undermining the very personal experience that independent retailers strive to provide.

Testing the responsiveness of your provider

It is a common mistake to assume that a large, well-known platform will offer the best support. Before committing to software, like Shopify POS, it is prudent to test the accessibility of a provider’s support team. You can gauge their responsiveness by using these practical methods:

• Call their support line: Attempt to speak with a human representative to see how easily you can get answers to specific business questions.
• Submit an email inquiry: Send a detailed question through their website to evaluate the relevance and speed of their reply.
• Request a physical meeting: Ask for an in-person demonstration at their office to see how they interact with clients.

Navigating the support hierarchy

Large-scale generic platforms, like Shopify POS maybe, often funnel small business users toward automated systems, such as chatbots or extensive knowledge bases. While these tools can be helpful for basic queries, they often act as hurdles that delay access to actual human assistance. In a fast-paced retail environment, especially one that employs casual staff who may not be experts on the software, waiting for a chatbot to understand a problem is not a viable solution.

Finding a partner, not just a vendor

Specialty retail software providers often operate on a more personal scale, mirroring the service models of the businesses they support. By choosing a provider that offers direct phone support and industry-specific advice, you ensure that you have a reliable partner in your corner. Aligning your business with a vendor that values human connection as much as you do is the most effective way to protect your operations and your customer relationships.

Take your time. Research the company and the software. You WILL want customer service. test it first. See if the service provided is what you think you will want.

It’s easy for a software company to spend a chunk of money to look like they are right for you. It’s another thing entirely for them to calibrate their business to deliver for you.