Article | August 1, 2018

Balancing ISV And Vendor Customer Support

Source: APG Cash Drawer, LLC

By Craig Kaliebe

Customer Service Through Mobility

ISVs who engage their hardware solution providers to create new business opportunities and innovative solutions might be surprised at how easy it is to create successful partnerships with those vendors. Through partnership programs, hardware vendors can help ISVs with rewarding incentive programs, marketing resources and support.

Delivering a positive customer support experience is a must for any business looking to keep customers for the long term. For POS ISVs who maintain relationships with multiple hardware vendors, this can get tricky because it requires tight coordination with the partners.

Customers judge companies on many factors, one of the most important being how a company reacts when customers need help. The quicker the response to a question, or resolution to a problem, the more likely a customer is to keep doing business with the company.

No matter how good your solution is, questions and issues are bound to come up as users get to know the solution. Reasonable customers won’t hold that against you, but they will be less forgiving if they don’t get prompt, outstanding service.